Bilingual English and Japanese Senior Customer Service Representative

UnitedHealth Group • Tampa, FL

133d • $17 - $31 • Remote

About The Position

The Senior Customer Service Representative is responsible for handling all incoming Billing and Eligibility phone calls and for serving as the primary customer interface for departmental inquiries. Positions in this function are responsible for providing expertise and customer service support to members, customers, and/or providers. Direct phone-based customer interaction to answer and resolve a wide variety of inquiries. This position is full time (40 hours/week). Employees are required to work any given shift in a 24 hours/7 days department including the flexibility to work weekends, holidays, and occasional overtime based on business need. We offer 8-12 weeks of paid training (100% required, No PTO). The hours during training will be 8:00 AM - 4:30 PM EST (Eastern Standard Time) from Monday - Friday. After training is completed, shift will be assigned and will not change. Training will be conducted virtually from your home.

Requirements

• High School Diploma / GED OR equivalent work experience
• Must be 18 years of age OR older
• 4+ years of customer service experience with analyzing and solving customer problems
• 2+ years of basic proficiency with Windows personal computer applications which includes the ability to learn new and complex computer system applications
• Bilingual Fluency in English and Japanese
• Ability to work any given shift in a 24 hours/7 days department including the flexibility to work weekends, holidays, and occasional overtime based on business need

Nice To Haves

• 2+ years of customer service experience in a call center environment
• Experience with ISET

Responsibilities

• Ensures quality customer service for internal and external customers
• Responds to incoming customer service requests, both verbal and written (calls, emails, chats)
• Places outgoing phone calls to complete follow-up on customer service requests as necessary
• Identifies and assesses customers' needs quickly and accurately
• Solves problems systematically, using sound business judgment
• Partners with other billing and eligibility department representatives to resolve complex customer service inquiries
• Monitors delegated customer service issues to ensure timely and accurate resolution
• Applies appropriate communication techniques when responding to customers, particularly in stressful situations
• Informs and educates new customers regarding billing/invoicing set up and billing/payment procedures
• Processes member terminations (i.e., phone disenrollment)
• Establishes and demonstrates competency in eligibility, billing and receivable systems and associated applications
• Addresses special (ad-hoc) projects as appropriate

Benefits

• $1,000 Sign-On Bonus for External Candidates
• Comprehensive benefits package
• Incentive and recognition programs
• Equity stock purchase
• 401k contribution

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Insurance Carriers and Related Activities
• Education Level: High school or GED