Provider Customer Service Call and Chat Representative

UnitedHealth Group•Tampa, FL

3d•$18 - $32•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. 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. As a Provider Customer Service Call and Chat Representative, you'll play a crucial role in the healthcare industry by serving as the primary point of contact for healthcare providers. Your responsibilities include resolving issues efficiently, often on the first call, and providing support through various channels like calls and chats. You'll need to navigate multiple systems, collaborate with internal partners, and promote self - service digital tools to enhance provider satisfaction. Success in this role is measured by metrics such as first call resolution rate, provider satisfaction scores, and efficient issue resolution time. This dynamic position requires excellent multitasking, effective communication, and a deep understanding of healthcare processes.

Requirements

High School Diploma / GED OR equivalent work experience
Must be 18 years of age OR older
1+ years of customer service experience with analyzing and solving customer’s concerns
Experience with computer and Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications
This position involves handling provider calls or concurrent chats, with an expected volume of 50 - 70 calls / chats daily. It requires full attention to work duties. Employees in this role must ensure they have uninterrupted work time during their shifts, except for scheduled breaks and lunch periods.
Ability to work any of our full time (40 hours / week), 8-hour shift schedules during our normal business hours of 10:35 am - 7:05 pm CST from Monday - Friday, including the flexibility to work occasional overtime, weekends, and / OR some holidays given the business need
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 (UHG requires a wired internet connection: cable, DSL or fiber internet service with Minimum speed standard of 25 Mb download/10-15 Mb upload. Wireless services such as satellite, hot spot, line of sight antenna cannot be used for telecommuting.)
Proficient in multi - tasking, including managing multiple conversations simultaneously
Skilled in quickly resolving calls and messages, effectively preventing escalated complaints
Strong time management skills
High emotional intelligence and empathy
Excellent active listening and comprehension abilities
Exceptional written communication skills
Demonstrated problem - solving, organizational, and interpersonal skills
Proven track record of consistently achieving quality and productivity standards
Typing Speed greater than or equal to 35 - 40 WPM with an accuracy of 90%25
All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter Policy
Candidates are required to pass a drug test before beginning employment.

Nice To Haves

Experience in a related environment (i.e., office, call center, customer service, etc.) using phones and computers as the primary job tools
Health care experience and knowledge of healthcare terminology

Responsibilities

Serves as the advocate for providers by demonstrating accountability and ownership to resolve issues
Service Providers in a multi - channel environment including call, dual chats, and email as required
Quickly and appropriately triage contacts from healthcare professionals (i.e., physician offices, clinics, billing offices)
Seek to understand and identify the needs of the provider, answering questions and resolving issues (e.g., benefits and eligibility, billing and payments, clinical authorizations, explanation of benefits, behavioral health)
Research and dissect complex prior authorization and claim issues and take appropriate steps to resolve identified issues to avoid repeat calls / messages, escalations, and provider dissatisfaction
Collaborate effectively with multiple internal partners to ensure issues are resolved and thoroughly communicated to providers in a timely manner
Strong multitasking to effectively and efficiently navigate more than 30 systems to extract necessary information to resolve and avoid issues across multiple lines of business (C&S, M&R, E&I) provider types, and call types
Influence providers to utilize self - service digital tools assisting with navigation questions and selling the benefits of the tool including aiding in faster resolution