Product Support Representative

UnitedHealth Group•Tampa, FL

7h•$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. Optum Insight is improving the flow of health data and information to create a more connected system. We remove friction and drive alignment between care providers and payers, and ultimately consumers. Our deep expertise in the industry and innovative technology empower us to help organizations reduce costs while improving risk management, quality and revenue growth. Ready to help us deliver results that improve lives? Join us to start Caring. Connecting. Growing together. As a Product Support Representative part of the Optum family of businesses within UnitedHealth Group, you will play a key role in supporting the healthcare system through accurate provider communication, call management, and audit-related processes. This role focuses on outbound provider calls, inbound call triage, and post-payment audit processing while delivering professional, empathetic customer service. This position is full-time Monday - Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 8am - 5pm CST. It may be necessary, given the business need, to work occasional overtime. This will be on the job training and the hours during training will be during normal business hours.

Requirements

High School Diploma / GED
Must be 18 years or older
1+ years of customer service experience
1+ years of call center experience or experience handling a high volume of calls in a remote or virtual environment
Experience with using Microsoft Word (create correspondence and work within templates), Microsoft Excel (data entry, sort, filter, and work within tables), and Microsoft Outlook (email and calendar management)
Ability to work Monday – Friday, from 08:00AM – 05:00PM CST
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
Ability to effectively listen, empathize and reassure customers in a professional and friendly manner
Knowledge of customer service principles and practices
Self - directed and able to multi - task
Effective listening and communication skills
All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter Policy

Nice To Haves

Healthcare customer service experience

Responsibilities

Make outbound provider calls (average of 45 calls per day) related to provider reporting based on monthly mailings and incoming provider inquiries
Participate as a team member in daily inbound call management, scheduling, and escalation processes
Document and correct inaccurate provider contact and address information
Coordinate and process provider requests professionally and within required turnaround times
Follow up with providers to obtain outstanding medical records and ensure data accuracy
Accurately document communications and outcomes in internal systems
Perform additional duties as assigned to support team goals and business objectives