Provider Customer Service Call and Chat Representative

UnitedHealthcare is simplifying the health care experience, creating healthier communities, and removing barriers to quality care. The Provider Customer Service Call and Chat Representative serves as a primary contact for healthcare providers, resolving issues through calls, chats, and email while navigating multiple systems and promoting digital self-service tools.

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

Requirements:

• 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
• This position involves handling provider calls or concurrent chats, with an expected volume of 50 - 70 calls/chats 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
• Ability to work full-time (40 hours/week) Monday - Friday for any hours between 9:35 - 6:05pm EST / 8:35am-5:05pm CST. It may be necessary, given the business need, to work some holidays, weekends, and/or overtime as business needs require
• Must reside within state of Tennessee
• 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/5 Mb upload. Wireless services such as satellite, hot spot, line of sight antenna cannot be used for telecommuting)
• 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%
• Experience in a related environment (i.e., office, call center, customer service, etc.) using phones and computers as the primary job tools
• Health care experience and knowledge of healthcare terminology