Customer Service Representative (remote)

Wipro • Tampa, FL

6d • Remote

About The Position

As Customer Service Representative, you’ll provide our members with the information they need to make better decisions about their health, helping them get access to the right care the first time. Every day, you'll help 50 to 70 callers, in a compassionate and empathetic manner, providing guidance, support, and escalating issues. This is your chance to be a sought out as an advisor, advocate to your customer, exceed expectations and improve the lives of our customers every day. This role is equally challenging and rewarding. You’ll be called on to research complex issues pertaining to the caller’s health, status and potential plan options. To do this, you’ll need to navigate across multiple databases which require fluency in computer navigation and toggling while confidently and compassionately engaging with the caller. You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear directions on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

Requirements

• High School Diploma / GED OR equivalent work experience
• 1+ years of Customer Service Experience
• Ability to keep all company sensitive documents secure (if applicable)
• Customer Service

Nice To Haves

• 2+ years’ industry experience in health care, preferably in a service role
• 1+ years of experience in a call center environment
• Data entry experience
• Experience with OnBase
• Experience with LeaveSource
• Experience with Microsoft Office

Responsibilities

• Understand the sensitivity and importance each call scenario presents and handles difficult situations diplomatically and with a professional demeanor
• Actively listen to understand the perspective of others
• Proactively identify and pursue resolution of issues affecting customer service
• Receive, document, confirm, and resolve/route member, broker, and customer service issues to the appropriate cross-functional team for resolution
• Respond 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
• May leverage service resources throughout UnitedHealth Group to effectively warm transfer calls to the appropriate area
• Meet or exceed standards for accessibility, responsiveness, reliability and professionalism
• Meet or exceed standard for productivity, quality, timeliness and accessibility
• Independently manage inquiry caseload to resolve inquiries in a timely, high-quality manner
• Contribute 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

Benefits

• full range of medical and dental benefits options
• disability insurance
• paid time off (inclusive of sick leave)
• other paid and unpaid leave options

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED