Senior Customer Service Representative

UnitedHealth Group; Phoenix (AZ); Remote; USD 25,000 - 44,000; Full time

Benefits offered by this job

12 weeks paid training

Comprehensive benefits package

401k contribution

Job summary

UnitedHealth Group is seeking a Senior Customer Service Representative to deliver an exceptional experience to 45–65 callers daily. This remote role follows CST or MST schedules with potential overtime and 12 weeks of paid training.

Responsibilities include researching healthcare claims, gathering data, and guiding members through benefits and eligibility questions. You will collaborate with providers to resolve issues while meeting performance targets.

Qualifications

• High School Diploma / GED or equivalent experience.
• Must be 18 years of age or older.
• 1+ years of work at home experience.
• 1+ years of experience in a call center position.
• Ability to work 40 hours/week on 8-hour shifts within 7:00 am–8:00 pm CST or MST; overtime may be required.
• Working knowledge of Windows PC applications.

Responsibilities

• Review and research incoming healthcare claim calls from providers by navigating multiple systems and verifies data.
• Ask questions and document required information in computer systems.
• Communicate with providers to resolve issues clearly.
• Meet performance goals in efficiency, accuracy, quality, and attendance.
• Answer calls from members and identify type of assistance needed.

Skills

Call center experience

Work from home experience

PC literacy

Education

High School Diploma / GED

Tools

Windows PC applications

Job description

Requisition number: 1063479

Job category: Customer Services

This position is Remote in CST or MST. You will have the flexibility to work remote* as you take on some tough challenges.

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together.

As a Senior Customer Service Representative, you’ll compassionately deliver an exceptional experience to between 45 to 65 callers per day. Always remember that there is a real person on the other end of the phone who is looking for help, guidance, and support. You will also provide support to your team members by serving as a resource or subject matter expert. These are opportunities for you to identify and exceed our customer expectations by committing to and building strong relationships internally and externally. At the end, you’ll know you performed with integrity and delivered the best customer service experience making all your customers and team members feel better because they talked to you.

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 7:00 am – 8:00 pm CST or MST. It may be necessary, given the business need, to work occasional overtime.

We offer 12 weeks (4 weeks of paid training and 8 weeks on-the-job training). The hours of the training will be 8:30 am – 5:00 pm CST.

Primary Responsibilities:

• Review and research incoming healthcare claim calls from providers (doctors, clinics, etc.) by navigating multiple computer systems and platforms and verifies the data / information necessary for processing (e.g. pricing, prior authorizations, applicable benefits)
• Ask appropriate questions and listen actively to identify specific questions or issues while documenting required information in computer systems
• Communicate and collaborate with providers to resolve issues, using clear, simple language to ensure understanding
• Meet the performance goals established for the position in the areas of: efficiency, accuracy, quality, and attendance
• Answer incoming phone calls from members and identify the type of assistance the customer needs (i.e., benefit and eligibility, billing and payments, authorizations for treatment and explanation of benefits (EOBs)

You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

Required Qualifications:

• High School Diploma / GED OR equivalent experience
• Must be 18 years of age OR older
• 1+ years of work at home experience
• 1+ years of experience working in a call center position
• Working knowledge with computer and Windows PC applications, which includes the ability to learn new and complex computer system applications
• Ability 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 or MST from Monday – Friday. It may be necessary, given the business need, to work occasional overtime.

Preferred Qualifications:

• Health Care experience
• Knowledge of claim / finance and eligibility processes, practices, and concepts

Telecommuting Requirements:

• Reside within Central OR Mountain 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.

*All employees working remote will be required to adhere to UnitedHealth Group’s Telecommuter Policy

Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with us, you’ll find a far-reaching choice of benefits and incentives. The hourly pay for this role will range from $18 – $32 per hour based on full-time employment. We comply with all minimum wage laws as applicable.

Application Deadline: This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants.

At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone-of every race, gender, sexuality, age, location, and income-deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups, and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes – an enterprise priority reflected in our mission.

UnitedHealth Group is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.

UnitedHealth Group is a drug – free workplace. Candidates are required to pass a drug test before beginning employment.

RPO