Provider Customer Service Call and Chat Representative

UnitedHealth Group•Greensboro, NC

18h•$18 - $32•Remote

About The Position

This remote position is based in North Carolina. The Provider Advocate serves as a primary contact for healthcare providers, resolving questions and problems across calls, chats, and email. The role requires identifying provider needs, researching complex authorization and claim issues, collaborating with internal partners, and encouraging use of digital self-service tools. Performance is measured through first-call resolution, provider satisfaction, and efficient issue resolution. The position is full-time, 40 hours per week, Monday through Friday. Employees must be flexible to work assigned eight-hour shifts during normal business hours of 9:35 a.m.–6:05 p.m. EST / 8:35 a.m.–5:05 p.m. CST. Occasional overtime, weekend, or holiday work may be needed. Training lasts 11 weeks, is conducted virtually from home, and runs Monday through Friday from 8:00 a.m.–4:30 p.m. EST, subject to change based on trainer availability. Full attendance is required during training. The role handles an expected 50–70 calls or chats daily and requires uninterrupted work time except for scheduled breaks and lunch. Remote employees must reside in North Carolina, secure sensitive company documents, maintain a dedicated private work area, and have an approved wired high-speed internet connection meeting the stated minimum speed. Remote employees must follow UnitedHealth Group’s Telecommuter Policy.

Requirements

High school diploma/GED or equivalent work experience.
Must be at least 18 years old.
At least 1 year of customer service experience analyzing and resolving customer concerns.
Experience using computer and Windows PC applications, including the ability to navigate and learn complex computer systems.
Ability to work full-time, 40 hours per week, Monday through Friday, with flexibility for assigned eight-hour shifts during stated business hours.
Ability to handle an expected 50–70 calls or chats daily and maintain full attention to work duties, apart from scheduled breaks and lunch.
Ability to work occasional overtime, weekends, and/or holidays when business needs require.
Must reside in North Carolina.
Ability to keep sensitive company documents secure, if applicable.
Must have a dedicated work area separated from other living areas that provides information privacy.
Must have an approved wired internet connection through cable, DSL, or fiber, with at least 25 Mbps download and 5 Mbps upload; satellite, hotspot, and line-of-sight antenna services are not permitted.
Must adhere to UnitedHealth Group’s Telecommuter Policy.
Typing speed of at least 35–40 WPM with 90% accuracy.
Must pass a drug test before beginning employment.

Nice To Haves

Experience in a related setting such as an office, call center, or customer service environment, using phones and computers as primary work tools.
Healthcare experience and knowledge of healthcare terminology.
Ability to multitask, including managing multiple conversations simultaneously.
Skill in quickly resolving calls and messages and preventing escalated complaints.
Strong time management skills.
High emotional intelligence and empathy.
Excellent active listening and comprehension abilities.
Exceptional written communication skills.
Problem-solving, organizational, and interpersonal skills.
Track record of consistently achieving quality and productivity standards.

Responsibilities

Serve as an advocate for providers and take ownership of resolving their issues.
Support providers through calls, dual chats, and email as required.
Triage contacts from healthcare professionals, including physician offices, clinics, and billing offices.
Identify provider needs, answer questions, and resolve issues involving benefits and eligibility, billing and payments, clinical authorizations, explanations of benefits, and behavioral health.
Research complex prior authorization and claim issues and take steps to prevent repeat contacts, escalations, and provider dissatisfaction.
Collaborate with internal partners to resolve issues and communicate outcomes to providers in a timely manner.
Navigate more than 30 systems to obtain information and resolve or prevent issues across lines of business, provider types, and call types.
Encourage providers to use digital self-service tools and assist them with navigation and understanding the benefits of those tools.