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.

* Respond to and resolve on the first call, customer service inquires and issues by identifying the topic and type of assistance the caller needs such as benefits, eligibility and claims, financial spending accounts and correspondence. * Help guide and educate customers about the fundamentals and benefits of consumer-driven health care topics to include managing their health and well-being by selecting the best benefit plan options, maximizing the value of their health plan benefits and choosing a quality care provider * 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 myuhc.com and other 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, customer satisfaction, first call resolution and attendance

**Required Qualifications:** * High School Diploma/GED * 1+ year Customer Service experience * Ability to work regularly scheduled shifts within our hours of operation, where lunches and breaks are scheduled, with the flexibility to adjust daily schedule, and work over-time and/or weekends, as needed **Preferred Qualifications:** * Healthcare experience * Associate's Degree (or higher) **Soft Skills:** * Proficient in translating healthcare-related jargon and complex processes into simple, step-by-step instructions customers can understand and act upon * Proficient conflict management skills to include ability to resolve issues in a stressful situation and demonstrating personal resilience * Proficient problem solving approach to quickly assess current state and formulate recommendations * Demonstrated ability to quickly build rapport and respond to customers in a compassionate manner by identifying and exceeding customer expectations (responding in respectful, timely manners, consistently meeting commitments)