Production Agent L1

Wipro • Tampa, FL

8d • 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 and advocate to your customer. You could exceed expectations and improve the lives of our customers every day. This position is full-time. Monday-Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our business hours of 7:00am – 7:00pm CST. Training will be conducted virtually from your home All Telecommuters will be required to adhere to Wipro Telecommuter Policy. 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
• Must be 18 years or older
• 1+ years of Customer Service Experience
• Ability to work full-time, Monday - Friday and have the flexibility to work any of our 8-hour shift schedules during our business hours of 7:00am – 7:00pm CST including the flexibility to work occasional overtime given the business need
• Fluency in computer navigation and toggling

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
• Strong understanding of the types of callers who may elect or have our products (FMLA, Life Insurance, Accident, Critical Illness, etc.)
• Strong problem solving and project management skills
• Excellent interpersonal and communication skills (oral and written)
• Strong organizational skills and ability to effectively communicate with customers

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
• 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
• Deliver excellent customer service through effective diagnosis and troubleshooting of client queries
• Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions
• Assist clients with navigating around product menus and facilitate better understanding of product features
• Troubleshoot all client queries in a user-friendly, courteous and professional manner
• Maintain logs and records of all customer queries as per the standard procedures and guidelines
• Accurately process and record all incoming call and email using the designated tracking software
• Offer alternative solutions to clients (where appropriate) with the objective of retaining customers’ and clients’ business
• Organize ideas and effectively communicate oral messages appropriate to listeners and situations
• Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs
• Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client
• Undertake product trainings to stay current with product features, changes and updates
• Enroll in product specific and any other trainings per client requirements/recommendations
• Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client
• Update job knowledge by participating in self-learning opportunities and maintaining personal networks

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