[Hiring] Senior Customer Service Representative @UnitedHealth Group

Role Description

This position is Remote in Central Standard Time, Mountain Standard Time or Pacific Standard Time Zones. 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 part time (25 hours/week) Monday - Friday. Employees are required to have flexibility to work any of our 5-hour shift schedules during our normal business hours of 11:00 am - 4:00 pm CST. It may be necessary, given the business need, to work occasional overtime.

We offer 12 weeks (4 weeks of paid training and 8 weeks of on-the-job training). The hours of the training will be 8:30 am - 5:00 pm CST. During the training period the expectation this will be a 40 hour per week schedule and then moving to a part-time position within the hours listed above.

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 part time (25 hours/week) Monday - Friday. Employees are required to have flexibility to work any of our 5-hour shift schedules during our normal business hours of 11:00 am - 4:00 pm CST. It may be necessary, given the business need, to work occasional overtime

Preferred Qualifications

• Healthcare experience
• Knowledge of claim / finance and eligibility processes, practices, and concepts

Telecommuting Requirements

• Reside within Central Standard Time, Mountain Standard Time or Pacific Standard Time Zones.
• 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 $18.00 to $32.00 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 help make the health system work better for everyone. Together, we are shaping the future of healthcare by harnessing technology and innovation to make care simpler to navigate, more affordable and more connected for the people we serve. We are committed to creating an inclusive workplace where everyone feels welcomed, valued, heard and respected, empowering people to bring their authentic selves to work and strengthening our collective impact through diverse talents, backgrounds, experiences and perspectives.