Customer Service Toll Free Line Operator

UnitedHealth Group•Lake Katrine, NY

9h•Remote

About The Position

This is a full-time remote position in New York, offering flexibility for those within commutable distance to the Lake Katrine office. UnitedHealthcare aims to simplify healthcare, create healthier communities, and remove barriers to quality care. The role involves impacting millions of lives by building a more responsive, affordable, and optimized healthcare system. The work schedule is 40 hours per week, Monday - Friday, with assigned 8-hour shifts between 8:00am - 5:00pm, including rotating shifts like 7:50am - 4:20pm or 8:30am - 5:00pm. Occasional overtime and some holidays are required, with optional weekend overtime. The position includes 2-4 weeks of on-the-job training, Monday - Friday, 8:00am - 5:00pm EST.

Requirements

High School Diploma / GED OR equivalent working experience
Must be 18 years of age OR older
1+ years of Customer Service Experience
Experience with Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications
Experience with Microsoft Excel (managing workbooks, entering and manipulating data in existing reports)
This is a full-time position (40 hours per week), Monday - Friday. Employees must have flexibility to work any assigned 8 hour shift during normal business hours of 8:00am - 5:00pm. Typical shifts rotate and may include 7:50am - 4:20pm (to be on the phones by 8:00 AM) or 8:30am - 5:00pm.
Reside within 100 miles of the office located at 1561 Ulster Ave, 1st Floor, Lake Katrine, NY 12449
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.
All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter Policy

Nice To Haves

1+ years of experience in an office setting, call center setting or phone support role
Healthcare experience

Responsibilities

Answer incoming phone calls from customers and identify the type of assistance the customer needs (i.e. benefit and eligibility, billing and payments, authorizations for treatment and explanation of benefits (EOBs)
Ask appropriate questions and listen actively to identify specific questions or issues
Educate and redirect the callers to the correct prompts on the line
Work various reports while on the phone line
Meet the performance goals established for the position in the areas of: efficiency, accuracy, quality, member satisfaction and attendance