UnitedHealthcare Hiring for Senior Customer Service Representative – Remote Job at Lawrenceville, IL Full Time

You’ll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges.

Welcome to one of the toughest and most fulfilling ways to help people, including yourself. We offer the latest tools, most intensive training program in the industry and nearly limitless opportunities for advancement. Join us and start doing your life’s best work . SM

The Senior Customer Service Representative will improve the service experience of brokers, members, providers and/or customers, thereby enhancing loyalty and retention. Position will be primarily responsible for the intake, resolution, and routing of service requests. The Customer Service Rep- Senior will collaborate with UnitedHealth Group’s cross-functional experts (e.g., Billing, Eligibility, Claims and Commissions) to resolve issues.

This position is full-time. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 8:00am – 8:00pm EST. It may be necessary, given the business need, to work occasional overtime.

*All Telecommuters will be required to adhere to UnitedHealth Group’s Telecommuter Policy.

Primary Responsibilities:

• Receive, document, confirm, and resolve/route broker and customer service issues to the appropriate cross-functional team for resolution
• Handle misroutes that come in through the new toll-free phone number
• Establish and provide expectations and proactively communicate to non-platinum brokers/customers
• May leverage service resources throughout UnitedHealth Group to effectively warm transfer calls to the appropriate area
• May perform in-depth research of inquiries including all follow up and resolution steps
• Approaches difficult situations diplomatically and with a professional demeanor
• Actively listens to understand the perspective of others
• Proactively identifies and pursues resolution of issues affecting customer service
• Meets or exceeds standards for accessibility, responsiveness, reliability, and professionalism
• Responds to incoming, telephonic, written or email inquiries from customers or providers regarding eligibility, benefits, claim status/issues, policies & procedures, reimbursement, claims filing and/or appeals/grievances
• Ensures the delivery of excellent customer service
• Meets or exceeds standard for productivity, quality, timeliness, and accessibility
• May make outbound telephone calls and or respond in writing as required to resolve inquiries and issues
• May perform in-depth research of inquiries including all follow up and resolution steps
• May perform claims adjustments within specified dollar amounts as required to resolve inquiries
• Independently manages inquiry caseload to resolve inquiries in a timely, high-quality manner
• Contributes to high levels of member and client satisfaction by exhibiting timely response to questions or issues, well developed communication skills and analytical approach to problem solving
• Approaches difficult situations diplomatically and with a professional demeanor

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 higher) OR equivalent work experience
• 1+ years of experience in a call center environment
• Ability to work full-time. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 8:00am – 8:00pm EST. It may be necessary, given the business need, to work occasional overtime.

Preferred Qualifications:

• 2+ years industry experience in health care, preferably in a service role
• Data entry experience
• Experience with OnBase
• Experience with LeaveSource
• Experience with Microsoft Office

Soft Skills:

• Strong problem solving and project management skills
• Excellent interpersonal and communication skills (oral and written)
• Strong organizational skills and ability to effectively communicate with customers

Telecommuting Requirements:

• Required to have a dedicated work area established that is separated from other living areas and provides information privacy
• Ability to keep all company sensitive documents secure (if applicable)
• Must live in a location that can receive a UnitedHealth Group approved high-speed internet con nection or leverage an existing high-speed internet service

UnitedHealth Group requires all new hires and employees to report their COVID-19 vaccination status.

Military & Veterans find your next mission: We know your background and experience is different and we like that. UnitedHealth Group values the skills, experience and dedication that serving in the military demands. In fact, many of the values defined in the service mirror what the UnitedHealth Group culture holds true: Integrity, Compassion, Relationships, Innovation and Performance. Whether you are looking to transition from active duty to a civilian career, or are an experienced veteran or spouse, we want to help guide your career journey. Learn more at https://uhg.hr/transitioning-military

Learn how Teresa, a Senior Quality Analyst, works with military veterans and ensures they receive the best benefits and experience possible. https://uhg.hr/vet

Careers at UnitedHealthcare Employer & Individual . We all want to make a difference with the work we do. Sometimes we’re presented with an opportunity to make a difference on a scale we couldn’t imagine. Here, you get that opportunity every day. As a member of one of our elite teams, you’ll provide the ideas and solutions that help nearly 25 million customers live healthier lives. You’ll help write the next chapter in the history of healthcare. And you’ll find a wealth of open doors and career paths that will take you as far as you want to go. Go further. This is your life’s best work. SM

Colorado, Connecticut or Nevada Residents Only: The salary range for Colorado residents is $16.00 to $26.88. The salary range for Connecticut / Nevada residents is $16.83 to $29.66. Pay is based on several factors including but not limited to education, work experience, certifications, etc. In addition to your salary, UnitedHealth Group offers 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 UnitedHealth Group, you’ll find a far-reaching choice of benefits and incentives.

Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity / Affirmative Action employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

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

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