Senior Customer Service Representative

UnitedHealth Group•Minneapolis, MN

5d•$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. 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 Senior Customer Service Representative, you'll compassionately deliver an exceptional experience to between 50 to 70 callers per day, always remembering that there is a real person on the other end of the phone who is looking for help, guidance, and support. You'll also provide support to your team members by serving as a resource or subject matter expert. Both of these are opportunities for you to identify and exceed our customer expectations by committing to and building strong relationships internally and externally. At the end, you’ll know you performed with integrity and delivered the best customer service experience making all your customers and team members feel better because they talked to you. 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 8:30 am - 5:00 pm EST from Monday - Thursday and 7:30 am - 4:00 pm EST on Fridays. We offer 5 - 6 weeks of paid training. The hours during training will be 8:30 am - 5:00 pm from Monday - Friday. Training will be conducted virtually from your home. 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
Must be 18 years of age OR older
1+ years of Customer Service Representative (CSR) experience OR 1+ years of experience in an office setting, call center setting, or phone support role
Familiarity with computer and Windows PC applications, which includes the ability to learn new and complex computer system applications
Ability to successfully complete the Customer Service training classes and demonstrate proficiency of the material
Ability to work any of our full time (40 hours / week), 8-hour shift schedules during our normal business hours of 8:30 am - 5:00 pm EST from Monday - Thursday and 7:30 am - 4:00 pm EST on Fridays.
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 multi - task duties as well as the ability to understand multiple products and multiple levels of benefits within each product
Ability to work regularly scheduled shifts within our hours of operation including the training period, where lunches and breaks are scheduled, with the flexibility to adjust daily schedule, and work over - time and / or weekends, as needed
All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter Policy

Responsibilities

Serve as a resource or Subject Matter Expert (SME) for other team members or internal customers
Handle escalated calls, resolving more complex customer issues in a one and done manner
Answer incoming phone calls from customers and identify the type of assistance the customer needs (i.e., benefit and eligibility, billing and payments, authorizations for treatment and explanation of benefits (EOBs)
Ask appropriate questions and listen actively to identify specific questions or issues while documenting required information in computer systems
Intervene with care providers (doctor’s offices) on behalf of the customer to assist with appointment scheduling or connections with internal specialists for assistance when needed
Assist customers in navigating UnitedHealth Group websites and encourage and reassure them to become self - sufficient
Own problem through to resolution on behalf of the customer in real time or through comprehensive and timely follow - up with the member
Research complex issues across multiple databases and work with support resources to resolve customer issues and / or partner with others to resolve escalated issues
Provide education and status on previously submitted pre - authorizations or pre - determination requests
Meet the performance goals established for the position in the areas of: efficiency, call quality, provider satisfaction, first call resolution, and attendance