Customer Service Representative

UnitedHealth Group•Grand Junction, CO

3h•Onsite

About The Position

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 Customer Service Representative is a customer-oriented professional service representative who uses advanced knowledge of customer service practices, procedures, policies, billing, contracts, and benefits to respond to a variety of complex inquiries related to Rocky Mountain Health Plan benefits and services for all lines of business.

Requirements

High School Diploma / GED OR equivalent work experience
Must be 18 years of age OR older
2+ years of customer service experience
Experience with Microsoft Products including Microsoft Excel (edit, sort)
Full time working onsite at 2775 Crossroads Blvd Grand Junction, CO 81506
Ability to work full-time, Monday - Friday between 8:00 am - 5:00 pm MST including the flexibility to work occasional overtime given the business need

Nice To Haves

Health Care / Insurance environment (familiarity with medical terminology, health plan documents, or benefit plan design)
Bilingual fluency in English and Spanish
Experience using SharePoint for document management, collaboration, and workflow processes
Strong attention to detail – ensures accuracy and thoroughness in all tasks
Effective communication – able to convey information clearly and professionally
Collaborative mindset – works well in team environments and values input from others

Responsibilities

Responds to a variety of complex inquiries related to Rocky Mountain Health Plan benefits and services. Uses excellent interpersonal and communication skills, professional demeanor, tact, systems thinking, and a commitment to quality to serve the customer by assisting in the resolution of sensitive and complex health plan issues via the telephone or in person
Serves as a resource and leader to all levels of customer service representatives. Continue advanced training and demonstrate learned skills while building depth and breadth of knowledge. Develop and maintain knowledge base to support special projects and research as needed
Demonstrates exceptional levels of performance (e.g., statistics, aptitude for systems and proficiency in written and verbal communications)
Produce electronic and written communications to customers and perform research and callbacks to customers
Assists with taking member calls and walk-ins to ensure coverage is maintained for meeting stats and state requirements. Available to take escalated member calls as needed
Takes escalated member calls
Assist in the orientation, integration, and education of staff as directed. Help create a learning environment for staff, identify trends and assist in providing technical education
May provide input on education development, documentation, and delivery
Use strong people skills to work effectively in a team environment. Leads by example by using a professional demeanor in dealing with co-workers and employees in other areas
May offer suggestions regarding process improvement
Take the initiative to manage time effectively
May be responsible for other projects as assigned (retention, at risk calls, etc.)