Customer Service Representative - Empire

UnitedHealthcare is simplifying the health care experience and creating healthier communities. They are seeking a Customer Service Representative to assist customers with their health benefits, providing guidance and support through phone interactions.

Responsibilities:

• Respond to and resolve on the first call, customer service inquiries and issues by identifying the topic and type of assistance the caller needs such as benefits, eligibility and claims, financial spending accounts and correspondence
• Educate customers about the fundamentals and benefits of consumer-driven health care, guiding them on topics such as selecting the best benefit plan options, maximizing the value of their health plan benefits and choosing a quality care provider
• Contact care providers (doctor's offices) on behalf of the customer to assist with appointment scheduling or connections with internal specialists for assistance
• Assist customers in navigating myuhc.com and other UnitedHealth Group websites while encouraging and guiding them towards becoming self-sufficient in using these tools

Requirements:

• High School Diploma / GED OR equivalent years of experience
• Must be 18 years of age OR older
• 2+ years of customer service OR relevant experience with analyzing and solving issues / concerns
• This position involves member calls, with an expected volume of 50 - 70 calls daily. It requires full attention to work duties. Employees in this role must ensure they have uninterrupted work time during their shifts, except for scheduled breaks and lunch periods
• Experience with Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications
• Ability to work a full-time position requiring 40 hours per week and the scheduled hours of 7:50 am - 4:35 pm EST from Monday through Friday during regular business operations, occasional overtime may be required based on business needs
• Reside within the state of New York
• 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 (UHG requires a wired internet connection: cable, DSL or fiber internet service with Minimum speed standard of 25 Mb download/10-15 Mb upload. Wireless services such as satellite, hot spot, line of sight antenna cannot be used for telecommuting.)
• All employees working remotely will be required to adhere to UnitedHealth Group's Telecommuter Policy
• Candidates are required to pass a drug test before beginning employment
• Sales OR Account management experience
• Health Care / Insurance environment (familiarity with medical terminology, health plan documents, OR benefit plan design)
• Social work, behavioral health, disease prevention, health promotion, and behavior change (working with vulnerable populations)