Correspondence Representative Senior

UnitedHealth Group•Wausau, WI

7d•$18 - $32•Onsite

About The Position

This onsite, full-time position is based at 115 W Wausau Ave. in Wausau, Wisconsin. The Correspondence Representative Senior provides customer service and support for UMR members and providers, addressing inquiries involving benefits, eligibility, claims, financial spending accounts, and correspondence. The role researches complex issues across multiple benefit areas and databases, takes ownership of issues through resolution, and escalates concerns when appropriate. It also involves updating member information, processing payments and claims, preparing correspondence, running reports, and cross-training to support operational processes. The schedule is 40 hours per week, Monday through Friday. Employees must be flexible to work any eight-hour shift during normal business hours of 7:00 a.m. to 5:00 p.m. CST. Occasional overtime may be necessary based on business needs. The role offers development opportunities and performance recognition.

Requirements

High school diploma or GED.
Must be at least 18 years old.
At least 1 year of experience working in an office or professional setting.
Ability to navigate a PC, open multiple applications, send emails, conduct data entry, learn new and complex computer system applications, and use dual monitors.
Proficiency in Microsoft Office Suite, including Word, Excel, and Outlook.
Must be able to work onsite at 115 W Wausau Ave., Wausau, WI.
Ability to work any eight-hour shift during normal business hours of 7:00 a.m. to 5:00 p.m. CST; occasional overtime may be necessary.

Nice To Haves

Experience translating healthcare-related terms or processes into simple, step-by-step instructions members can understand.
Experience staying focused and productive while completing repetitive tasks.
Experience managing multiple priorities and understanding a wide range of products and their associated benefit levels.
Familiarity with medical terminology, health plan documents, or benefit plan design.
Active listening skills and the ability to build rapport, respond compassionately, gather relevant information, identify immediate and future needs, and provide respectful, timely service with reliable follow-through.
Proficient conflict management skills, including the ability to resolve issues in stressful situations and demonstrate personal resilience.
A proficient problem-solving approach to quickly assess the current state and formulate recommendations.

Responsibilities

Respond to and resolve customer inquiries and issues related to benefits, eligibility, claims, financial spending accounts, and correspondence.
Update member information in CPS systems, including claims processing systems and OnBase.
Research complex issues related to Medical, Dental, Flexible Spending Accounts, Pharmacy, and other benefit areas across multiple databases, collaborating with support resources as needed.
Own customer and provider issues through resolution on behalf of the member or provider.
Apply creative solutions and effective problem-solving techniques to address member and provider needs.
Address complex issues and determine when to escalate them to appropriate departments or leadership.
Search multiple systems for member information, including explanations of benefits, call tracking details, appeals, invoicing, and check or payment tracking.
Process medical record payments.
Manually enter medical, dental, and orthodontic claims.
Create correspondence for mailing.
Run reports across various systems.
Cross-train and support operational processes as needed.

Benefits

18 days of paid time off, accrued beginning with the first pay period.
8 paid holidays.
Medical plan options and participation in a Health Spending Account or Health Savings Account.
Dental insurance.
Vision insurance.
Life and AD&D insurance.
Short-term disability coverage.
Long-term disability coverage.
401(k) savings plan.
Employee Stock Purchase Plan.
Education reimbursement up to $5,250 per calendar year for job-related coursework.
Adoption Assistance Plan.
Employee discounts.
Employee Assistance Program.
Employee Referral Bonus Program.
Voluntary benefits, including pet insurance, legal insurance, and long-term care insurance.
On-site fitness facility.
Incentive and recognition programs.
401(k) contribution, subject to eligibility requirements.