Customer Service Representative - Railroad

UnitedHealth Group•Tampa, FL

20h•$16 - $29•Remote

About The Position

This position is National Remote. You’ll enjoy the flexibility to telecommute from anywhere within the U.S. as you take on some tough challenges. At UnitedHealthcare, we’re simplifying the health care experience, creating healthier communities and removing barriers to quality care. The work you do here impacts the lives of millions of people for the better. Come build the health care system of tomorrow, making it more responsive, affordable and optimized. Ready to make a difference? Join us to start Caring. Connecting. Growing together. The world is a more interesting place when you can see it through someone else’s eyes. Bring your empathy and compassion to a role that will bring out your best every day. UnitedHealthcare, part of the UnitedHealth Group family of businesses, can provide you with some of the best training and tools in the world to help build relationships and serve our existing and new customers. You’ll take as many as 50-70 calls per day from customers who have questions about their health benefits. As their advocate, you’ll use your personality and our tools to help them through the health care benefits available to them, including helping them enroll in a new plan. This is no small opportunity. Join us and discover how you can take your career to a new level.

Requirements

High School Diploma / GED OR equivalent work experience
Must be 18 years of age OR older
2+ years of customer service OR relevant experience analyzing and solving issues / concerns
This position involves member calls, with an expected volume of 50 - 70 calls daily. It requires full attention to work duties. Employees in this role must ensure they have uninterrupted work time during their shifts, except for scheduled breaks and lunch periods
Experience with Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications
Ability to work a rotating 8-hour shift schedule during our normal business hours of 7:50 am - 8:05 pm EST from Monday - Friday. This will be a rotating shift working EST hours. It may be necessary, given the business need, to work occasional overtime.

Nice To Haves

Sales OR account management experience
Health Care / Insurance environment (familiarity with medical terminology, health plan documents, OR benefit plan design)
Social work, behavioral health, disease prevention, health promotion and behavior change (working with vulnerable populations)

Responsibilities

Respond to and resolve on the first call, customer service inquiries and issues by identifying the topic and type of assistance the caller needs such as benefits, eligibility and claims, financial spending accounts and correspondence
Educate customers about the fundamentals and benefits of consumer-driven health care, guiding them on topics such as selecting the best benefit plan options, maximizing the value of their health plan benefits and choosing a quality care provider
Contact care providers (doctor’s offices) on behalf of the customer
Assist customers in navigating myuhc.com and other UnitedHealth Group websites while encouraging and guiding them towards becoming self-sufficient in using these tools
Spend long periods of time on the phone and called on to research complex issues pertaining to the caller’s health, status and potential plan options.
Navigate across multiple databases which require fluency in computer navigation and toggling while confidently and compassionately engaging with the caller.