Customer Service Representative - Empire

UnitedHealthcare is a health care organization focused on simplifying the health care experience and improving access to quality care. The Customer Service Representative will handle high-volume customer calls, resolve questions about health benefits, educate members on plan options, and help them navigate health care tools and services.

Responsibilities:

• Respond to and resolve on the first call, customer service inquires 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 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
• This is a full-time position requiring 40 hours per week, Monday through Friday. Employees are expected to work the scheduled hours of 7:50 AM to 4:35 PM EST during regular business operations. Based on business needs, occasional overtime may be required
• 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 upload and download speeds suitable for the role and approved by operations. Minimum speed standard is 20mbps download/5mbps 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
• 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)