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Senior Customer Service Representative - National Remote

Company: UnitedHealth Group
Location: San Jose
Posted on: September 22, 2022

Job Description:

$1,500 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. Welcome to one of the toughest and most fulfilling ways to help people, including yourself. We offer the latest tools, most intensive training program in the industry and nearly limitless opportunities for advancement. Join us and start doing your life's best work.SM The Senior Customer Service Representative will improve the service experience of brokers, members, providers and/or customers, thereby enhancing loyalty and retention. Position will be primarily responsible for the intake, resolution and routing of service requests. The Customer Service Rep- Senior will collaborate with UnitedHealth Group's cross-functional experts (e.g., Billing, Eligibility, Claims and Commissions) to resolve issues. *All Telecommuters will be required to adhere to UnitedHealth Group's Telecommuter Policy. Primary Responsibilities:

  • Receive, document, confirm, and resolve/route broker and customer service issues to the appropriate cross-functional team for resolution
  • Handle misroutes that come in through the new toll-free phone number
  • Establish and provide expectations and proactively communicate to non-platinum brokers/customers
  • May leverage service resources throughout UnitedHealth Group to effectively warm transfer calls to the appropriate area
  • May perform in-depth research of inquiries including all follow up and resolution steps
  • Approaches 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
  • Meets or exceeds standards for accessibility, responsiveness, reliability and professionalism
  • Responds to incoming, telephonic, written or email inquiries from customers or providers regarding eligibility, benefits, claim status/issues, policies & procedures, reimbursement, claims filing and/or appeals/grievances
  • Ensures the delivery of excellent customer service
  • Meets or exceeds standard for productivity, quality, timeliness and accessibility
  • May make outbound telephone calls and or respond in writing as required to resolve inquiries and issues
  • May perform in-depth research of inquiries including all follow up and resolution steps
  • May perform claims adjustments within specified dollar amounts as required to resolve inquiries
  • 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 response to questions or issues, well developed communication skills and analytical approach to problem solving
  • Approaches difficult situations diplomatically and with a professional demeanor 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
    • 1+ years of experience in a call center environment Preferred Qualifications:
      • 2+ years industry experience in health care, preferably in a service role
      • Experience with MS Office
      • Data entry experience
      • Experience with OnBase
      • Experience with LeaveSource
      • Bilingual fluency in English and Spanish 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 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 Learn how Teresa, a Senior Quality Analyst, -works with -military veterans and ensures they receive the best benefits and experience possible. - Careers with UnitedHealthcare. Let's talk about opportunity. Start with a Fortune 5 -organization that's serving more than 85 million people already and building the industry's singular reputation for bold ideas and impeccable execution. Now, add your energy, your passion for excellence, your near-obsession with driving change for the better. Get the picture? UnitedHealthcare is serving employers and individuals, states and communities, military families and veterans where ever they're found across the globe. We bring them the resources of an industry leader and a commitment to improve their lives that's second to none. This is no small opportunity. It's where you can 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

Keywords: UnitedHealth Group, San Jose , Senior Customer Service Representative - National Remote, Other , San Jose, California

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