[Hiring] Provider Customer Service Call and Chat Representative @UnitedHealth Group

Role Description

This position is Remote in Ohio. You will have the flexibility to work remotely as you take on some tough challenges.

As a Provider Advocate, you'll play a crucial role in the healthcare industry by serving as the primary point of contact for healthcare providers. Your responsibilities include:

• Resolving issues efficiently, often on the first call.
• Providing support through various channels like calls and chats.
• Navigating multiple systems and collaborating with internal partners.
• Promoting self-service digital tools to enhance provider satisfaction.

Success in this role is measured by metrics such as:

• First call resolution rate
• Provider satisfaction scores
• Efficient issue resolution time

This dynamic position requires excellent multitasking, effective communication, and a deep understanding of healthcare processes.

This position is full-time (40 hours/week) Monday - Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 10:35 am - 7:05 pm CST / 11:35 am - 8:05 pm EST. It may be necessary, given the business need, to work occasional overtime, weekends, and/or some holidays.

We offer 11 weeks of paid training. The hours during training will be 8:00 am - 4:30 pm EST (7:00 am - 3:30 pm CST). Subject to change based on trainer availability. Training will be conducted virtually from your home. 100% attendance is a must during the training period.

Primary Responsibilities:

• Serves as the advocate for providers by demonstrating accountability and ownership to resolve issues.
• Service Providers in a multi-channel environment including call, dual chats, and email as required.
• Quickly and appropriately triage contacts from healthcare professionals (i.e. physician offices, clinics, billing offices).
• Seek to understand and identify the needs of the provider, answering questions and resolving issues (e.g. benefits and eligibility, billing and payments, clinical authorizations, explanation of benefits, behavioral health).
• Research and dissect complex prior authorization and claim issues and take appropriate steps to resolve identified issues to avoid repeat calls/messages, escalations, and provider dissatisfaction.
• Collaborate effectively with multiple internal partners to ensure issues are resolved and thoroughly communicated to providers in a timely manner.
• Strong multitasking to effectively and efficiently navigate more than 30 systems to extract necessary information to resolve and avoid issues across multiple lines of business (C&S, M&R, E&I) provider types, and call types.
• Influence providers to utilize self-service digital tools assisting with navigation questions and selling the benefits of the tool including aiding in faster resolution.

Qualifications

• High School Diploma / GED OR equivalent work experience.
• Must be 18 years of age OR older.
• 1+ years of customer service experience analyzing and solving customer’s concerns.
• Experience with computer and Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications.

Requirements

• This position involves handling provider calls or concurrent chats, with an expected volume of 50 - 70 calls/chats daily.
• Ability to work full-time (40 hours/week) Monday - Friday.
• Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 9:35 am - 6:05 pm CST.
• It may be necessary, given the business need, to work occasional overtime, weekends, and/or some holidays.

Preferred Qualifications

• Health care experience and knowledge of healthcare terminology.
• Experience in a related environment (i.e., office, call center, customer service, etc.) using phones and computers as the primary job tools.

Telecommuting Requirements

• Reside within the State of Ohio.
• Ability to keep all company sensitive documents secure (if applicable).
• Required to have a dedicated work area established that is separated from other living areas and provides information privacy.
• 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

• Proficient in multi-tasking, including managing multiple conversations simultaneously.
• Skilled in quickly resolving calls and messages, effectively preventing escalated complaints.
• Strong time management skills.
• High emotional intelligence and empathy.
• Excellent active listening and comprehension abilities.
• Exceptional written communication skills.
• Demonstrated problem-solving, organizational, and interpersonal skills.
• Proven track record of consistently achieving quality and productivity standards.
• Typing Speed greater than or equal to 35-40 WPM with accuracy of 90%.

Benefits

• Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc.
• In addition to your salary, we offer benefits such as a comprehensive benefits package, incentive and recognition programs, equity stock purchase, and 401k contribution (all benefits are subject to eligibility requirements).
• The hourly pay for this role will range from $18.00 to $32.00 per hour based on full-time employment.