Provider Customer Service Call and Chat Representative

UnitedHealth Group•Fort Worth, TX

7d•$18 - $32•Remote

About The Position

This position is Remote in Texas. You will have the flexibility to work remotely 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 Advocate, 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. This position is full-time (40 hours / week) Monday - Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 9:35am - 6:05 PM CST. It may be necessary, given the business need, to work occasional overtime, weekends, and / OR some holidays. We offer 11 weeks of paid training. The hours during training will be 8:00am - 4:30pm CST from Monday – Friday (subject to change based on trainer availability). Training will be conducted virtually from your home. 100%25 attendance is a must during training period. You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction 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 of age OR older
1+ years of customer service experience 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 full-time (40 hours/week) Monday - Friday for any hours between 9:35am-6:05pm CST. It may be necessary, given the business need, to work some holidays, weekends, and/or overtime as business needs require.
Reside within the state of Texas
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.
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 accuracy of 90%25
All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter Policy

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
Presently employed within UHC Operations & Experience.

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

Benefits

In addition to your salary, we offer benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements).
No matter where or when you begin a career with us, you’ll find a far-reaching choice of benefits and incentives.
The salary for this role will range from $17.74 - $31.63 per hour based on full-time employment.

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