Customer Service Representative

UnitedHealth Group is the most diversified health care company in the United States and a leader worldwide in helping people live healthier lives and helping to make the health system work better for everyone.

In this role, you'll be empowered to compassionately deliver an exceptional experience to between 50 to 70 callers per day, always remembering that there is a real person on the other end of the phone who is looking for help, guidance, and support. Every phone call gives you that opportunity to improve the lives of our customers and exceed their expectations. You'll spend your day by responding to calls from our members and help answer questions and resolve issues regarding health care eligibility, claims and payments. At the end, you'll know you performed with integrity and delivered the best customer service experience making your customers feel better because they talked to you.

* Answer incoming phone calls from customers 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) * Ask appropriate questions and listen actively to identify specific questions or issues while documenting required information in computer systems * Intervene with care providers (doctor’s offices) on behalf of the customer to assist with appointment scheduling or connections with internal specialists for assistance when needed * Assist customers in navigating UnitedHealth Group websites and encourage and reassure them to become self-sufficient * Own problem through to resolution on behalf of the customer in real time or through comprehensive and timely follow-up with the member * Research complex issues across multiple databases and work with support resources to resolve customer issues and/or partner with others to resolve escalated issues * Provide education and status on previously submitted pre-authorizations or pre-determination requests * Meet the performance goals established for the position in the areas of: efficiency, call quality, provider satisfaction, first call resolution and attendance

* Prefer 1 year experience in an office setting, call center setting or phone support role, but not required * An education level of at least a high school diploma or GED OR 10 years of equivalent working experience * Familiarity with computer and Windows PC applications, which includes the ability to learn new and complex computer system applications * Ability to multi-task duties as well as the ability to understand multiple products and multiple levels of benefits within each product * Ability to work regularly scheduled shifts within our hours of operation including the training period, where lunches and breaks are scheduled, with the flexibility to adjust daily schedule, and work over-time and/or weekends, as needed * All new hires will be required to successful complete the Customer Service training classes and demonstrate proficiency of the material