Provider Customer Service Call and Chat Representative - Remote in TN

Lensa; Chattanooga (TN); Remote; Full time

Job summary

A leading company is seeking a Provider Customer Service Call and Chat Representative to support healthcare providers. This full-time remote role requires excellent communication and multitasking skills, with responsibilities including resolving inquiries and promoting digital tools. The position offers comprehensive training and a competitive salary range based on experience.

Benefits

Comprehensive benefits package

Incentives

Stock options

401(k)

Qualifications

• 1 year of customer service experience required.
• Proficiency with computer applications and ability to learn new systems.

Responsibilities

• Serve providers via calls, chats, and email.
• Research complex claim and authorization issues.
• Collaborate with internal teams for issue resolution.

Skills

Communication

Multitasking

Time Management

Education

High School Diploma / GED

Tools

Computer Applications

Job description

Provider Customer Service Call and Chat Representative - Remote in TN

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Lensa is the leading career site for job seekers at every stage of their career. Our client, UnitedHealth Group, is seeking professionals. Apply via Lensa today!

At UnitedHealthcare, we’re simplifying the health care experience, creating healthier communities, and removing barriers to quality care. The work you do here impacts the lives of millions of people positively. Join us to build a more responsive, affordable, and equitable health care system. Ready to make a difference? Join us to start Caring. Connecting. Growing together.

As a Provider Customer Service Call and Chat Representative, you will serve as the primary contact for healthcare providers, resolving issues efficiently and supporting them via calls and chats. You will navigate multiple systems, collaborate internally, and promote digital self-service tools to improve provider satisfaction. Success is measured by metrics like first call resolution, provider satisfaction scores, and issue resolution efficiency. This role requires excellent multitasking, communication skills, and healthcare knowledge.

This is a full-time position (40 hours/week), Monday - Friday, with shifts during business hours of 9:05 AM - 5:35 PM CST. Flexibility for occasional overtime, weekends, and holidays may be required.

We provide 11 weeks of paid virtual training from 8:00 AM - 4:30 PM EST, Monday - Friday. Attendance is mandatory during training.

If located within Tennessee, you will have the flexibility to work remotely.

Review this video to learn more about telecommuting with UHG: https://uhg.video.uhc.com/media/t/1_tq68lgsj

Primary Responsibilities

• Advocate for providers by demonstrating accountability and ownership to resolve issues
• Serve providers via multiple channels including calls, chats, and email
• Triaging and addressing inquiries from healthcare professionals
• Understanding and resolving issues related to benefits, eligibility, billing, authorizations, and more
• Research complex claim and authorization issues to prevent repeat contacts
• Collaborate with internal teams to ensure timely issue resolution and communication
• Navigate over 30 systems efficiently to resolve issues across multiple lines of business and provider types
• Encourage providers to use self-service digital tools for faster resolution

Required Qualifications

• High School Diploma / GED or equivalent experience
• Must be 18 or older
• At least 1 year of customer service experience analyzing and solving customer concerns
• Proficiency with computer applications and ability to learn new systems
• Handling 50-70 calls/chats daily with full attention during shifts
• Availability for full-time shifts within business hours, with flexibility for overtime and weekends

Preferred Qualifications

• Experience in office, call center, or customer service roles using phones and computers
• Healthcare experience and terminology knowledge
• Current employment within UHC Operations & Experience (verify via Sparq)

Telecommuting Requirements

• Reside within Tennessee
• Secure and dedicated work area
• High-speed internet connection

Soft Skills

• Multitasking and managing multiple conversations
• Resolving calls/messages effectively to prevent escalations
• Strong time management and empathy
• Excellent listening, communication, and organizational skills
• Typing speed of 35-40 WPM with 90% accuracy

The hourly pay ranges from $16.88 to $33.22 based on experience and other factors. Benefits include comprehensive packages, incentives, stock options, and 401(k). Our mission is to improve health outcomes and ensure equitable care for all, aligning with our commitment to diversity and inclusion. We are an EEO employer and a drug-free workplace.