Senior Customer Service Representative

UnitedHealth Group • Draper, UT

13h • $18 - $32 • Remote

About The Position

This position is Remote in Draper, UT. If you are located within 50 miles to the office at 12921 S Vista Station Blvd Draper, UT, you will have the flexibility to work remotely as you take on some tough challenges.
Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together.
As a Senior 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 provide compassionate and empathetic support to 50 to 70 callers providing guidance, support, and resolution for escalated issues. This is no small opportunity. This is where you can bring your compassion for others while building your career.
This position is full-time (40 hours/week). Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of Sunday-Saturday, 5:00am - 9:00pm MST. It may be necessary, given the business need, to work occasional overtime. Final shift assignment will be determined after training is completed. Candidates must be available to come on-site as needed per business need.
We offer 5 weeks of training. The hours during training will be an 8 hr shift schedule that falls between the hours of 7:00am to 4:30pm MST, Monday - Friday. Training will be conducted virtually from your home.
Primary Responsibilities:
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
Other duties as assigned
This role is equally challenging and rewarding. You'll be on the phone for long periods of time and encounter all types of communication styles and personalities as you help resolve conflicts or issues. You'll deal with stressful situations and resolve complex health care concerns in a positive, simplified manner so that callers fully understand their health care plans and solutions.
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 years of work experience
• Must be 18 years of age OR older
• 1+ years of customer service experience OR experience in a medical office, health care, call-center or office setting analyzing and solving customer problems
• Experience with computers and Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications
• Candidates must be available to come on-site as needed per business need
• This position is full-time (40 hours/week). Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of Sunday-Saturday, 5:00am - 9:00pm MST. It may be necessary, given the business need, to work occasional overtime

Nice To Haves

• Health care experience
• Knowledge of billing/finance and eligibility processes, practices and concepts
• Proficient in translating health care-related jargon and complex processes into simple, step-by-step instructions customers can understand and act upon
• Bilingual fluency in English and Spanish

Responsibilities

• 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
• Other duties as assigned

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED