Provider Customer Service Call and Chat Representative - Remote in TN

Lensa; United States; Remote; USD 60,000 - 80,000; Full time

Job summary

Lensa is seeking a Provider Customer Service Call and Chat Representative to serve healthcare providers as a primary contact. Responsibilities include resolving issues efficiently, supporting through calls and chats, and promoting digital tools for satisfaction. The full-time role offers flexibility in job hours, with a starting hourly pay range of $16.88 to $33.22 based on experience.

Benefits

Comprehensive benefits package

Incentives and stock purchase

401k

11 weeks of paid training

Qualifications

• 1+ years of customer service experience analyzing and solving customer concerns.
• Experience with computer and Windows PC applications, including navigating complex systems.
• Availability to work full-time (40 hours/week), with possible overtime, weekends, or holidays.

Responsibilities

• Serve as the advocate for providers by demonstrating accountability.
• Quickly triage contacts from healthcare professionals.
• Promote self-service digital tools for provider satisfaction.

Skills

Multitasking

Problem-solving

Active listening

Written communication

Empathy

Education

High School Diploma / GED

Job description

Provider Customer Service Call and Chat Representative - Remote in TN

Be among the first 25 applicants one week ago

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 for the better. Come build the health care system of tomorrow, making it more responsive, affordable, and equitable. Ready to make a difference? Join us to start Caring. Connecting. Growing together.

As a Provider Customer Service Call and Chat Representative, you'll play a crucial role in the healthcare industry by serving as the primary point of contact for healthcare providers. Your responsibilities include resolving issues efficiently, often on the first call, and providing support through various channels like calls and chats. You'll need to navigate multiple systems, collaborate with internal partners, and promote self-service digital tools to enhance provider satisfaction. Success in this role is measured by metrics such as first call resolution rate, provider satisfaction scores, and efficient issue resolution time. This dynamic position requires excellent multitasking, effective communication, and a deep understanding of healthcare processes.

This position is full-time (40 hours/week), Monday - Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 9:05 AM - 5:35 PM CST. It may be necessary, given the business need, to work occasional overtime, weekends, and/or some holidays.

We offer 11 weeks of paid training. The hours during training will be 8:00 AM - 4:30 PM EST from Monday - Friday (subject to change based on trainer availability). 100% attendance is a must during the training period. Training will be conducted virtually from your home.

If you are located within the state of Tennessee, you will have the flexibility to work remotely* as you take on some tough challenges. Review this video (https://uhg.video.uhc.com/media/t/1_tq68lgsj) to learn more about telecommuting with UHG.

Primary Responsibilities

• Serve 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 (physician offices, clinics, billing offices)
• Seek to understand and identify the needs of the provider, answering questions and resolving issues (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
• Navigate more than 30 systems to extract necessary information to resolve issues across multiple lines of business (C&S, M&R, E&I) and provider types
• Influence providers to utilize self-service digital tools, assisting with navigation questions and promoting the benefits of the tools to facilitate faster resolution

We reward and recognize performance in an environment that challenges you and provides clear development pathways for your career growth.

Required Qualifications

• High School Diploma / GED or equivalent work experience
• Must be 18 years or older
• 1+ years of customer service experience analyzing and solving customer concerns
• Experience with computer and Windows PC applications, including navigating complex systems
• Handling provider calls or concurrent chats, with an expected volume of 50-70 calls/chats daily
• Availability to work full-time (40 hours/week), 8-hour shifts during business hours of 9:05 AM - 5:35 PM CST, Monday-Friday, with possible overtime, weekends, or holidays

Preferred Qualifications

• Experience in office, call center, or customer service environments using phones and computers
• Healthcare experience and knowledge of healthcare terminology
• Current employment within UHC Operations & Experience (use Sparq to confirm reporting structure)

Telecommuting Requirements

• Reside within Tennessee
• Maintain a dedicated, private work area
• Have access to high-speed internet approved by UnitedHealth Group

Soft Skills

• Proficient in multitasking and managing multiple conversations
• Strong problem-solving, organizational, and interpersonal skills
• Excellent active listening, written communication, and empathy
• Typing speed of 35-40+ WPM with 90% accuracy

The hourly pay range is $16.88 to $33.22, based on experience, location, and other factors. Benefits include comprehensive packages, incentives, stock purchase, and 401k. Our mission is to help people live healthier lives and address health disparities. We are an equal opportunity employer and a drug-free workplace. Candidates must pass a drug test before employment.