Claims Customer Service Representative

UnitedHealth Group•Minneapolis, MN

19h•Remote

About The Position

This position is Remote in Minnesota, Iowa, North Dakota, South Dakota, OR Wisconsin. You will have the flexibility to work remotely 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. In this role, you'll be empowered to compassionately deliver an exceptional experience to between 30 - 40 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. This position is full time, Monday - Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 8:00 am - 5:00 pm CST. It may be necessary, given the business need, to work occasional overtime. We offer 8 weeks of paid on-the-job training. The hours during training will be 8:00 am - 5:00 pm CST from Monday - Friday. Training will be conducted virtually from your home.

Requirements

High School Diploma / GED
Must be 18 years of age OR older
1+ years of experience in a related environment (i.e., call center, customer service, office etc.) using phones and computers as the primary job tools
Familiarity with computer and Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications
Ability to successfully complete the Customer Service training classes and demonstrate proficiency of the material
Ability to work full time, Monday - Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 8:00 am - 5:00 pm CST. It may be necessary, given the business need, to work occasional overtime.

Nice To Haves

Health care experience
Call center experience
Reside within the state of Minnesota, Iowa, North Dakota, South Dakota, OR Wisconsin
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.
Ability to multi - task duties as well as the ability to understand multiple products and multiple levels of benefits within each product
Demonstrated ability to listen skillfully, collect relevant information, build rapport, and respond to customers in a compassionate manner
Strong communication skills, empathy
Critical thinking skills to problem solve and resolve customer concerns
All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter Policy

Responsibilities

Answer incoming phone calls from customers (i.e., members, providers, facilities) in a call center setting and identify the type of assistance needed (i.e., benefit and eligibility, billing and payments, authorizations for treatment, explanation of benefits, and claims information)
Focus on resolving issues on the first call, navigating through complex computer systems to identify the status of the issue and provide appropriate response to caller
Deliver information and answer questions in a positive manner to facilitate strong relationships with members and providers
Ask appropriate questions and listen actively to identify specific questions or issues while documenting required information in computer systems
Research complex issues across multiple databases and work with support resources to resolve customer issues and / or partner with others to resolve escalated issues
Meet the performance goals established for the position in the areas of: efficiency, call quality, customer satisfaction, and attendance