Note: The job is a remote job and is open to candidates in USA. UnitedHealthcare provides health benefit administration and healthcare services through UMR, its third-party administrator solution. Customer Service Representatives support members and providers by answering inquiries, researching and resolving issues, navigating multiple systems, and delivering exceptional service in a remote, fast-paced environment.
Responsibilities
- Serve as a trusted resource by providing exceptional service and support to members and / or providers
- Answer incoming inquiries and determine the appropriate assistance needed
- Listen actively, ask thoughtful questions, and accurately document information in multiple systems
- Research and resolve questions, concerns, and issues through real-time problem-solving and follow-up
- Navigate multiple applications and resources to gather information and resolve inquiries efficiently
- Communicate complex information in a clear, simple, and easy-to-understand manner
- Collaborate with teammates and business partners to deliver effective solutions and positive outcomes
- Meet established goals related to quality, productivity, customer satisfaction, accuracy, and attendance
- Continuously learn and apply new skills, processes, and industry knowledge to support success
Skills
- High School Diploma / GED
- Must be 18 years of age OR older
- 1+ years of customer service experience in an office OR professional setting
- Experience with using computers as primary work tool
- This position will receive calls up to 50-70 calls daily and requires full attention to work duties. Employees in this role must ensure they will have uninterrupted work time while they are on shift (outside of normally scheduled breaks and lunch)
- Flexibility to work any of our full time (40 hours / week), 8-hour shift schedules during our normal business hours of 7:00 am - 8:00 pm CST, Monday - Friday
- 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.)
- Demonstrated commitment to delivering exceptional service experiences
- Communicates with empathy, professionalism, and authenticity to create positive interactions
- Uses thoughtful listening and effective questioning techniques to understand and address customer needs
- Applies resourcefulness and sound judgment to identify solutions and navigate complex situations
- Handles sensitive and difficult situations with composure, respect, and a focus on resolution
- Maintains a high level of accuracy and attention while managing multiple priorities
- Effectively utilizes technology and digital tools to support customers and achieve business goals
- Adapts quickly to changing priorities, new information, and evolving customer needs
- Embraces continuous learning, professional growth, and opportunities to expand skills and knowledge
- Contributes to a culture of collaboration, inclusion, and customer-first excellence
- All employees working remotely will be required to adhere to UnitedHealth Group's Telecommuter Policy
- Customer service call center experience
- Experience in a healthcare, insurance, medical, OR dental environment
- Experience with researching OR processing healthcare claims
- Experience with navigating multiple systems while assisting customers
- Familiarity with medical and / OR dental terminology, claims processing, coding, benefit plans, and health plan documents
Benefits
- National Remote. You'll enjoy the flexibility to telecommute from anywhere within the U.S.
- Through comprehensive training, ongoing support, and continuous learning opportunities, you'll gain valuable healthcare industry knowledge and develop skills that can support long-term career growth.
- We offer an initial 9 - 10 weeks of paid training.
- A comprehensive benefits package
- Incentive and recognition programs
- Equity stock purchase
- 401k contribution
Company Overview
Company H1B Sponsorship