Senior Customer Service Representative

UnitedHealth Group • Grand Junction, CO

210d • $16 - $33 • Onsite

About The Position

The Senior Customer Service Representative is a customer-oriented professional service representative who uses advanced knowledge of customer service practices, procedures, policies, billing, contracts, and benefits to respond to a variety of complex inquiries related to Rocky Mountain Health Plan benefits and services for all lines of business. If applicable, this representative primarily serves the Spanish speaking population. This position is full time, Monday - Friday On-Site. Employees are required to have flexibility to work our normal business hours of 8:00am - 5:00pm MST. It may be necessary, given the business need, to work occasional overtime. Our office is located at 2775 Crossroads Blvd Grand Junction, CO 81506. We offer 2 weeks of on-the-job training. The hours of the training will be aligned with your schedule.

Requirements

• High School Diploma / GED OR equivalent work experience
• Must be 18 years of age or older
• 3+ years of customer service experience
• Experience with Microsoft Products including Microsoft Excel, Microsoft Word, and Microsoft PowerPoint
• Ability to work full-time, Monday - Friday between 8:00am - 5:00pm MST including the flexibility to work occasional overtime given the business need
• Ability to work onsite at 2775 Crossroads Blvd Grand Junction, CO 81506

Nice To Haves

• Health Care/Insurance environment (familiarity with medical terminology, health plan documents, or benefit plan design)
• Bilingual (English/Spanish)
• Experience using Point for document management, collaboration, and workflow processes

Responsibilities

• Responds to a variety of complex inquiries related to Rocky Mountain Health Plan benefits and services.
• Uses excellent interpersonal and communication skills, professional demeanor, tact, systems thinking, and a commitment to quality to serve the customer by assisting in the resolution of sensitive and complex health plan issues via the telephone or in person.
• Serves as a resource and leader to all levels of customer service representatives.
• Continue advanced training and demonstrate learned skills while building depth and breadth of knowledge.
• Develop and maintain knowledge base to support special projects and research as needed.
• Demonstrates exceptional levels of performance (e.g., statistics, aptitude for systems and proficiency in written and verbal communications).
• Produce electronic and written communications to customers and perform research and callbacks to customers.
• Assists with taking member calls and walk-ins to ensure coverage is maintained for meeting stats and state requirements.
• Available to take escalated member calls as needed.
• Assist in the orientation, integration, and education of staff as directed.
• Help create a learning environment for staff, identify trends and assist in providing technical education.
• May provide input on education development, documentation, and delivery.
• Use strong people skills to work effectively in a team environment.
• Leads by example by using a professional demeanor in dealing with co-workers and employees in other areas.
• May offer suggestions regarding process improvement.
• Take the initiative to manage time effectively.
• May be responsible for other projects as assigned (retention, at risk calls, etc.).

Benefits

• $1000 Sign-On Bonus for External Candidates
• Comprehensive benefits package
• Incentive and recognition programs
• Equity stock purchase
• 401k contribution

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Insurance Carriers and Related Activities
• Education Level: High school or GED