[Hiring] Senior Customer Service Representative @UnitedHealth Group

Role Description

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

As a Senior Customer Service Representative, you'll compassionately deliver an exceptional experience to between 45 to 65 callers per day. Always remember that there is a real person on the other end of the phone who is looking for help, guidance, and support. You will also provide support to your team members by serving as a resource or subject matter expert. These are opportunities for you to identify and exceed our customer expectations by committing to and building strong relationships internally and externally. At 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.

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 7:00 am - 8:00 pm CST or MST. It may be necessary, given the business need, to work occasional overtime.

We offer 12 weeks (4 weeks of paid training and 8 weeks on-the-job training). The hours of the training will be 8:30 am - 5:00 pm CST.

Primary Responsibilities:

• Review and research incoming healthcare claim calls from providers (doctors, clinics, etc.) by navigating multiple computer systems and platforms and verifies the data / information necessary for processing (e.g. pricing, prior authorizations, applicable benefits).
• Ask appropriate questions and listen actively to identify specific questions or issues while documenting required information in computer systems.
• Communicate and collaborate with providers to resolve issues, using clear, simple language to ensure understanding.
• Meet the performance goals established for the position in the areas of: efficiency, accuracy, quality, and attendance.
• Answer incoming phone calls from members and identify the type of assistance the customer needs (i.e., benefit and eligibility, billing and payments, authorizations for treatment and explanation of benefits (EOBs).

Qualifications

• High School Diploma / GED OR equivalent experience.
• Must be 18 years of age OR older.
• 1+ years of work at home experience.
• 1+ years of experience working in a call center position.
• Working knowledge with computer and Windows PC applications, which includes the ability to learn new and complex computer system applications.
• Ability to work any of our full time (40 hours / week), 8-hour shift schedules during our normal business hours of 7:00 am - 8:00 pm CST or MST from Monday - Friday. It may be necessary, given the business need, to work occasional overtime.

Preferred Qualifications

• Health Care experience.
• Knowledge of claim / finance and eligibility processes, practices, and concepts.

Telecommuting Requirements

• Reside within Central OR Mountain Time Zone.
• 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.

Benefits

• Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc.
• 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 - $32 per hour based on full-time employment.

Application Deadline

This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants.

Company Description

At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone–of every race, gender, sexuality, age, location, and income–deserves the opportunity to live their healthiest life.

UnitedHealth Group is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.

UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.