Job details
Job type full-time
Full job description
You’ll enjoy the flexibility to telecommute* from anywhere within the u.sAs you take on some tough challenges.
Combine two of the fastest - growing fields on the planet with a culture of performance, collaboration and opportunity and this is what you getLeading edge technology in an industry that`s improving the lives of millionsHere, innovation isn`t about another gadget, it`s about making healthcare data available wherever and whenever people need it, safely and reliablyThere`s no room for errorJoin us and start doing your life’s best workSm
This is your chance to take your customer service career to the next levelAt optum , we’re changing the way health care works for the better and we want motivated people like you to join usYou`ll find unrivaled support and training as well as a wealth of growth and development opportunities driven by your performance and limited only by your imaginationJoin usThere`s no better place to help people live healthier lives while doing your life’s best workSm
As a senior customer service representative , you`ll also provide support to your team members by serving as a resource or subject matter expertBoth are opportunities for you to identify and exceed our customer expectations by committing to and building strong relationships internally and externallyAt the end, you’ll know you performed with integrity and delivered the best customer service experience making all your customers and team members feel better because they talked to you.
We offer 1 to 2 weeks of paid trainingThe hours during training will be 8:00am to 5:00pm, monday - fridayTraining will be conducted virtually from your home.
This position is full-time (40 hours/week) monday - fridayEmployees are required to work our normal business hours of 8:00am – 5:00pm est It may be necessary, given the business need, to work occasional overtime or weekends.
*all telecommuters will be required to adhere to unitedhealth group’s telecommuter policy.
Primary responsibilities:
Serve as a resource or subject matter expert (sme) for other team members or internal customers
Handle escalated calls, resolving more complex customer issues in a one and done manner
Answer incoming phone calls from customers and identify the type of assistance the customer needs (i.eBenefit and eligibility, billing and payments, authorizations for treatment and explanation of benefits (eobs)
Ask appropriate questions and listen actively to identify specific questions or issues while documenting required information in computer systems
Intervene with care providers (doctor’s offices) on behalf of the customer to assist with appointment scheduling or connections with internal specialists for assistance when needed
Assist customers in navigating unitedhealth group websites and encourage and reassure them to become self-sufficient
Own problem through to resolution on behalf of the customer in real time or through comprehensive and timely follow-up with the member
Research complex issues across multiple databases and work with support resources to resolve customer issues and/or partner with others to resolve escalated issues
Provide education and status on previously submitted pre-authorizations or pre-determination requests
Meet the performance goals established for the position in the areas of: efficiency, call quality, provider satisfaction, first call resolution and attendance
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) or 10+ years of equivalent working experience
Familiarity with computer and windows pc applications, which includes the ability to learn new and complex computer system applications
2+ years of customer service representative (csr) experience
Ability to work/support an 8:00am - 5:00pm eastern standard time work schedule
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
Preferred qualifications:
Completed customer service training classes and demonstrate proficiency of the material
Immediate skill level with microsoft office suite, i.e., microsoft excel, microsoft word, microsoft powerpoint
Medical field experience
Soft skills:
Ability to multi-task duties as well as the ability to understand multiple products and multiple levels of benefits within each product
Ability to work regularly scheduled shifts within our hours of operation including the training period, where lunches and breaks are scheduled, with the flexibility to adjust daily schedule, and work over-time and/or weekends, as needed
Unitedhealth group requires all new hires and employees to report their covid-19 vaccination status.
Military & veterans find your next mission: we know your background and experience is different and we like thatUnitedhealth group values the skills, experience and dedication that serving in the military demandsIn fact, many of the values defined in the service mirror what the unitedhealth group culture holds true: integrity, compassion, relationships, innovation and performanceWhether you are looking to transition from active duty to a civilian career, or are an experienced veteran or spouse, we want to help guide your career journeyLearn more at https://uhg.hr/transitioning-military
Learn how teresa, a senior quality analyst, works with military veterans and ensures they receive the best benefits and experience possibleHttps://uhg.hr/vet
Careers with optuminsightInformation and technology have amazing power to transform the healthcare industry and improve people`s livesThis is where it`s happeningThis is where you`ll help solve the problems that have never been solvedWe`re freeing information so it can be used safely and securely wherever it`s neededWe`re creating the very best ideas that can most easily be put into action to help our clients improve the quality of care and lower costs for millionsThis is where the best and the brightest work together to make positive change a realityThis is the place to do your life’s best workSm
Colorado residents only: the hourly range for colorado residents is $15.00 to $25.19Pay is based on several factors including but not limited to education, work experience, certifications, etcAs of the date of this posting, in addition to your salary, uhg offers the following benefits for this position, subject to applicable eligibility requirements: health, dental, and vision plans; wellness program; flexible spending accounts; paid parking or public transportation costs; 401(k) retirement plan; employee stock purchase plan; life insurance, short-term disability insurance, and long-term disability insurance; business travel accident insurance; employee assistance program; pto; and employee-paid critical illness and accident insurance.
Diversity creates a healthier atmosphere: unitedhealth group is an equal employment opportunity / affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.
Unitedhealth group is a drug - free workplaceCandidates are required to pass a drug test before beginning employment.
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