Senior Customer Service Representative

UnitedHealth Group is a global organization that delivers care aided by technology to help millions live healthier lives. They are seeking a Senior Customer Service Representative to provide members with essential information and support in accessing the right care. The role involves answering calls, resolving customer issues, and ensuring a positive experience for callers navigating their health care plans.

Responsibilities:

• Answer incoming phone calls from customers 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)
• 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
• Other duties as assigned

Requirements:

• High School Diploma/GED OR equivalent years of work experience
• Must be 18 years of age OR older
• 1+ years of customer service experience OR experience in a medical office, health care, call-center or office setting analyzing and solving customer problems
• Experience with computers and Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications
• Flexibility to work any of our 8-hour shift schedules during our normal business hours of Sunday-Saturday, 5:00 am - 9:00 pm MST. It may be necessary, given the business need, to work occasional overtime
• Proficient conflict management skills including the ability to resolve stressful situations
• Ability to actively listen, gather essential information, build rapport, and deliver compassionate customer support
• Bilingual fluency in English and Spanish
• Health care experience
• Knowledge of billing/finance and eligibility processes, practices and concepts
• Proficient in translating health care-related jargon and complex processes into simple, step-by-step instructions customers can understand and act upon