Senior Customer Service Representative

UnitedHealth Group•Tampa, FL

13h•$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. Explore opportunities with WellMed, part of the Optum family of businesses. We believe all patients are entitled to the highest level of medical care. Here, you will be part of a team who shares your passion for helping people achieve improved health outcomes. Explore rewarding opportunities for physicians, clinical staff and non-patient-facing roles. Join us and discover the meaning behind Caring. Connecting. Growing together. Challenge can often be it's own reward. But why settle for just being challenged when you can also be nurtured, mentored and supported as you make an impact in a fast paced career? At UnitedHealthcare, part of the UnitedHealth Group family of businesses, you can have all of the above, everyday. Now, you can take advantage of some of the best training and tools in the world to help serve our existing and new customers. 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.

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
Previously worked or is currently working as a contractor placed at UHG or one of its subsidiaries or affiliates
Proficient in translating health care-related jargon and complex processes into simple, step-by-step instructions customers can understand and act upon
Ability to work 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 8am - 6pm EST. It may be necessary, given the business need, to work occasional overtime
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.
Familiarity with computer and Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications
Demonstrated ability to listen skillfully, collect relevant information, build rapport and respond to customers in a compassionate manner
Proficient conflict management skills including the ability to resolve stressful situations
All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter Policy.

Nice To Haves

Health care experience
Knowledge of billing / finance and eligibility processes, practices and concepts

Responsibilities

Serve as a resource or Subject Matter Expert for team members or internal customers
Handle escalated calls, resolving more complex customer issues
Demonstrate outstanding service to identify the source of the caller's issue and work to resolve the inquires in a timely and professional manner
Help guide and educate customers about the fundamentals and benefits of consumer-driven health care topics such as selecting the best benefit plan options, maximizing the value of their health plan benefits and choosing a quality care provider
Contact care providers (doctor's offices) on behalf of the customer to assist with appointment scheduling or connections with internal specialists for assistance
Assist customers in navigating myuhc.com and other UnitedHealth Group websites while encouraging and reassuring them to become self-sufficient with our tools