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Job Details


UnitedHealth Group

Senior Customer Service Representative - Remote (109599827)

Customer Service

Customer Service

Yearly

No

Dallas, Texas, United States

$500 Sign On Bonus For External Candidates

You’ll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges.

Combine two of the fastest - growing fields on the planet with a culture of performance, collaboration and opportunity and this is what you get. Leading edge technology in an industry that's improving the lives of millions. Here, innovation isn't about another gadget, it's about making Healthcare data available wherever and whenever people need it, safely and reliably. There's no room for error. Join us and start doing your life’s best work.SM

Provide expertise and customer service support to members, general account managers, and/or customers. Direct phone-based customer interaction to answer and resolve a wide variety of inquirie

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 7:00am – 6:00pm (CST). It may be necessary, given the business need, to work occasional overtime.

*All Telecommuters will be required to adhere to UnitedHealth Group’s Telecommuter Policy.

Primary Responsibilities

  • Demonstrate understanding of internal/external factors that may drive caller questions/issues (e.g., recent plan changes, mass mailings, call directing/rerouting).
  • Ask appropriate questions and listen actively to identify underlying questions/issues (e.g., root cause analysis).
  • Gather appropriate data/information and perform initial investigation to determine scope and depth of question/issue.
  • Identify and coordinate internal resources across multiple departments to address client situations and escalate to appropriate resources as needed.
  • Utilize appropriate knowledge resources to drive resolution of applicable questions/issues, and process payments (e.g., websites, BRMS, MARx, SharePoint).
  • Identify and communicate steps/solutions to caller questions/issues, using appropriate problem-solving skills and established guidelines, where available.
  • Drive resolution of caller questions/issues on the first call whenever possible (e.g., first-call resolution, one-and-done).
  • Ensure proper documentation of caller questions/issues (e.g., research conducted, steps required, final resolution).
  • Attend monthly Team meetings and participate in coaching sessions.

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)
  • 1+ years of customer service experience
  • Basic proficiency in Word (create, modify, save, send) and Excel (create, modify/edit) and Microsoft Office365
  • Experience working in an environment that requires meeting production and quality goals
  • Comfortable working in a role that requires you to sit for long periods of time (8 up to 10 hours per shift) with a computer as your main mode of working.

Preferred Qualifications:

  • Prior knowledge of COSMOS, UNET/CDB, AR:M, Marx, and BRMS helpful.
  • Billing experience
  • Enrollment experience

Telecommuting Requirements:

  • Required to have a dedicated work area established that is separated from other living areas and provides information privacy
  • Ability to keep all company sensitive documents secure (if applicable)
  • 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:

  • Must be comfortable working independently and/or as part of a team in a fast-paced, constantly changing work environment
  • Problem-solving skills
  • Strong written and oral communication skills

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 with OptumInsight. Information and technology have amazing power to transform the Healthcare industry and improve people's lives. This is where it's happening. This is where you'll help solve the problems that have never been solved. We're freeing information so it can be used safely and securely wherever it's needed. We're creating the very best ideas that can most easily be put into action to help our clients improve the quality of care and lower costs for millions. This is where the best and the brightest work together to make positive change a reality. This is the place to do your life’s best work.SM

Colorado, Connecticut or Nevada Residents Only: The salary range for Colorado residents is $16.00 - $26.88. The salary range for Connecticut / Nevada residents is $16.83 - $29.66. Pay is based on several factors including but not limited to education, work experience, certifications, etc. In addition to your salary, UnitedHealth Group offers 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 UnitedHealth Group, you’ll find a far-reaching choice of benefits and incentives

**PLEASE NOTE** The sign on bonus is only available to external candidates. Candidates who are currently working for a UnitedHealth Group, UnitedHealthcare or related entity in a full time, part time, or per diem basis ("Internal Candidates") are not eligible to receive a sign on bonus.

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, #YELLOW

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