UnitedHealth Group
Challenge can often be its own reward. But why settle for just being challenged when you can also be nurtured, mentored and supported as you make an impact in a fast-paced career? At UnitedHealthcare, part of the UnitedHealth Group family of businesses, you can have all of the above, everyday. Now, you can take advantage of some of the best training and tools in the world to help serve our existing and new customers. As a Senior Customer Service Representative, you’ll provide our members with the information they need to make better decisions about their health, helping them get access to the right care the first time. Every day, you’ll provide compassionate and empathetic support to 50 to 85 callers providing guidance, support, and resolution for escalated issues. This is no small opportunity. This is where you can bring your compassion for others while building your career.
This position is full – time (40 hours / week), Monday – Friday. Employees are required to work our normal business hours of 9:00 AM – 6:00 PM EST (Eastern Standard Time zone).
We offer 3 weeks of training. Training will be conducted virtually from your home.
*All Telecommuters will be required to adhere to UnitedHealth Group’s Telecommuter Policy.
Primary Responsibilities:
- Serve as a resource or Subject Matter Expert for team members or internal customers
- Handle escalated calls, resolving more complex customer issues
- Demonstrate outstanding service to identify the source of the caller’s issue and work to resolve the inquires in a timely and professional manner
- Help guide and educate customers about the fundamentals and benefits of consumer – driven health care topics such as selecting the best benefit plan options, maximizing the value of their health plan benefits and choosing a quality care provider
- Contact care providers (doctor’s offices) on behalf of the customer to assist with appointment scheduling or connections with internal specialists for assistance
- Assist customers in navigating myuhc.com and other UnitedHealth Group websites while encouraging and reassuring them to becoming self – sufficient with our tools
You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.
Required Qualifications:
- High School Diploma / GED (or higher)
- 1+ years of customer service experience OR experience in a medical office, health care, call – center, OR office setting with analyzing and solving customer problems
- Familiarity with computer and Windows personal computer applications, including the ability to navigate and learn new and complex computer system applications
- Proficient in translating health care – related jargon and complex processes into simple, step – by – step instructions customers can understand and act upon
- Ability to work between the hours of 9:00 AM – 6:00 PM EST (Eastern Standard Time zone) from Monday – Friday
Preferred Qualifications:
- Health care experience
- Knowledge of billing / finance and eligibility processes, practices, and concepts
Telecommuting Requirements:
- Required to have a dedicated work area established that is separated from other living areas and provides information privacy
- Ability to keep all company sensitive documents secure (if applicable)
- Must live in a location that can receive a UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet service
Soft Skills:
- Demonstrated ability to listen skillfully, collect relevant information, build rapport, and respond to customers in a compassionate manner
- Proficient conflict management skills including the ability to resolve stressful situations