Primary Responsibilities: Understands the sensitivity and importance each call scenario presents and handles difficult situations diplomatically and with a professional demeanor Actively listens to understand the perspective of others Proactively identifies and pursues resolution of issues affecting customer service Receive, document, confirm, and resolve/route member, broker, and customer service issues to the appropriate cross-functional team for resolution Responds to incoming, telephonic, written or email inquiries from customers or providers regarding eligibility, benefits, claim statissues, policies & procedures, reimbursement, claims filing and/or appeals/grievances May leverage service resources throughout UnitedHealth Group to effectively warm transfer calls to the appropriate area Meets or exceeds standards for accessibility, responsiveness, reliability and professionalism Meets or exceeds standard for productivity, quality, timeliness and accessibility Independently manages inquiry caseload to resolve inquiries in a timely, high-quality manner Contributes to high levels of member and client satisfaction by exhibiting timely responds to questions or issues, well developed communication skills and analytical approach to problem solving
This role is equally challenging and rewarding. You ll be called on to research complex issues pertaining to the caller s health, status and potential plan options. To do this, you ll need to navigate across multiple databases which require fluency in computer navigation and toggling while confidently and compassionately engaging with the caller.
You ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear directions on what it takes to succeed in your role as well as provide development for other roles you may be interested in.
Required Qualifications: High School Diploma / GED OR equivalent work experience Must be 18 years or older 1+ years of Customer Service Experience Ability to work full-time, Monday - Friday and have the flexibility to work any of our 8-hour shift schedules during our business hours of 7:00am 7:00pm CST including the flexibility to work occasional overtime given the business need
Preferred Qualifications: 2+ years industry experience in health care, preferably in a service role 1+ years of experience in a call center environment Data entry experience Experience with OnBase Experience with LeaveSource Experience with Microsoft Office
Telecommuting Requirements: 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.
Soft Skills: Strong understanding of the types of callers who may elect or have our products (FMLA, Life Insurance, Accident, Critical Illness, etc.) Strong problem solving and project management skills Excellent interpersonal and communication skills (oral and written) Strong organizational skills and ability to effectively communicate with customers
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