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Job Details


UnitedHealth Group

Bilingual (English / Spanish) Senior Customer Service Quality - Audit Representative - Roanoke, VA (107625840)

Customer Service

Customer Service

Yearly

No

Roanoke, Virginia, United States

Turn on the news on any night of the week and you’re likely to hear about the changes that are sweeping through our health care system. It’s dramatic. It’s positive. And it’s being led by companies like UnitedHealth Group. Now, you can take advantage of some of the best resources and tools in the world to help serve our members by ensuring the quality of our customer service operations and the customer experience. This is no small opportunity.

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 8:00 AM - 4:30 PM EST. It may be necessary, given the business need, to work occasional / voluntary overtime and weekends. Our office is located at 3645 THIRLANE RD NW, ROANOKE, VA, 24019.

Primary Responsibilities:

  • Provide expertise and support by conducting audits across several departments, including call, claim, eligibility, intake and system configuration
  • Provide feedback and reports to team members on audit results
  • Analyze information to build recommendations to reduce errors and improve process performance
  • Responsible for all aspects of quality assurance

This role is equally challenging and rewarding. The entire customer service operation is reliant on your ability to audit calls and provide feedback to team members, as well as analyzing information to build recommendations.

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.

Required Qualifications:

  • High School Diploma / GED (or higher) OR equivalent work experience
  • 2+ years of customer service and / OR call center experience with analyzing and solving customer problems
  • Bilingual fluency in English and Spanish
  • Proficiency with Microsoft Word (ability to create, edit, send, and save)
  • Reside within a commutable distance to our office located at 3645 Thirlane Rd NW, Roanoke, VA, 24019
  • Ability to work any 8-hour shift between the hours of 8:00 AM - 4:30 PM EST from Monday - Friday including the flexibility to work occasional / voluntary overtime and weekends based on business need
  • Full COVID-19 vaccination is an essential job function of this role. Candidates located in states that mandate COVID-19 booster doses must also comply with those state requirements. UnitedHealth Group will adhere to all federal, state and local regulations as well as all client requirements and will obtain necessary proof of vaccination, and boosters when applicable, prior to employment to ensure compliance. Candidates must be able to perform all essential job functions with or without reasonable accommodation

Preferred Qualifications:

  • Experience in customer service call auditing, preferably in health care

UnitedHealth Group requires all new hires and employees to report their COVID-19 vaccination status.

Military & Veterans find your next mission: We know your background and experience is different and we like that. UnitedHealth Group values the skills, experience and dedication that serving in the military demands. In fact, many of the values defined in the service mirror what the UnitedHealth Group culture holds true: Integrity, Compassion, Relationships, Innovation and Performance. Whether you are looking to transition from active duty to a civilian career, or are an experienced veteran or spouse, we want to help guide your career journey. Learn more at https://uhg.hr/transitioning-military

Learn how Teresa, a Senior Quality Analyst, works with military veterans and ensures they receive the best benefits and experience possible. https://uhg.hr/vet

Careers at UnitedHealthcare Medicare & Retirement. The Boomer generation is the fastest growing market segment in healthcare. And we are the largest business in the nation dedicated to serving their unique health and well - being needs. Up for the challenge of a lifetime? Join a team of the best and the brightest to find bold new ways to proactively improve the health and quality of life of these 9 million customers. You'll find a wealth of dynamic opportunities to grow and develop as we work together to heal and strengthen our Healthcare system. Ready? It's time to do your life’s best work.SM

Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity / Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

UnitedHealth Group is a drug - free workplace. Candidates are required to pass a drug test before beginning employment.

Keywords: #RPO, #RED

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