Note: The job is a remote job and is open to candidates in USA. UnitedHealth Group, through its Optum organization, delivers technology-enabled health care services and resources to help people live healthier lives. The Customer Service Representative supports health care providers and members by answering calls, resolving benefit and billing issues, researching complex cases, and maintaining customer service performance standards.
Responsibilities
- Answer incoming phone calls from health care providers (i.e. physician offices, clinics) and members and identify the type of assistance the caller needs (EG. benefit and eligibility, billing and payments, authorizations for treatment, explanation of benefits)
- Focus on resolving issues on the first call, navigating through complex computer systems to identify the status of the issue and provide appropriate response to caller
- Deliver information and answer questions in a positive manner to facilitate strong relationships with members and providers
- Ask appropriate questions and listen actively to identify specific questions or issues while documenting required information in computer systems
- Research complex issues across multiple databases and work with support resources to resolve customer issues and/or partner with others to resolve escalated issues
- Meet the performance goals established for the position in the areas of: efficiency, call quality, customer satisfaction, and attendance
Skills
- High School Diploma / GED OR equivalent work experience
- Must be 18 years of age OR older
- 1+ years of experience in a related environment (i.e. call center, customer service, office etc.) using phones and computers as the primary job tools
- Ability to successfully complete the Customer Service training classes and proficiency of the material
- Familiarity with computer and Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications
- Ability to work full-time, Monday - Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 8:00 am - 5:00 pm CST. It may be necessary, given the business need, to work occasional overtime
- Reside within Central Time Zone
- 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
- Health care experience
- Call center experience
Benefits
- Remote work in the Central Time zone
- 8 weeks of on-the-job training conducted virtually from your home
- Comprehensive benefits package, subject to eligibility requirements
- Incentive and recognition programs, subject to eligibility requirements
- Equity stock purchase, subject to eligibility requirements
- 401k contribution, subject to eligibility requirements
- Career development opportunities
Company Overview