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You’ll enjoy the flexibility to telecommute from anywhere within the U.S. as you take on some tough challenges.At UnitedHealthcare , we’re simplifying the health care experience, creating healthier communities and removing barriers to quality care. The work you do here impacts the lives of millions of people for the better. Come build the health care system of tomorrow, making it more responsive, affordable and equitable. Ready to make a difference? Join us and start doing your life’s best work. SMAs a Senior Customer Representative , you'll provide our members with the information they need to make better decisions about their health, helping them get access to the right care the first time. Every day, you'll provide compassionate and empathetic support to 50 to 70 callers providing guidance, support, and resolution for escalated issues. This is no small opportunity. This is where you can bring your compassion for others while building your career.This position is full-time, Monday - Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules between the hours of 8am – 8pm EST, 7am – 7pm CST OR 5am – 5pm PST. It may be necessary, given the business need, to work occasional overtime and/or weekends.We offer 12 weeks of training of paid training. The training will be 8:00am-8:00pm EST, Monday - Friday, (training times may vary based on trainer availability) and attendance during training is 100% Mandatory.All Telecommuters will be required to adhere to UnitedHealth Group’s Telecommuter Policy.Primary Responsibilities:Positions in this function are responsible for providing expertise and customer service support to members, customers, and/or providers. Direct phone-based customer interaction to answer and resolve a wide variety of inquiries. Employees in jobs labeled with ‘SCA’ must support a government Service Contract Act (SCA) agreement.
Extensive work experience within own function
Work is frequently completed without established procedures
Works independently
May act as a resource for others
May coordinate others' activities.- Extensive work experience within own function
Serve as a resource or Subject Matter Expert for team members or internal customers
Handle escalated calls, resolving more complex customer issues
Demonstrate outstanding service to identify the source of the caller's issue and work to resolve the inquires in a timely and professional manner
Help guide and educate customers about the fundamentals and benefits of consumer-driven health care topics such as selecting the best benefit plan options, maximizing the value of their health plan benefits and choosing a quality care provider
Contact care providers (doctor's offices) on behalf of the customer to assist with appointment scheduling or connections with internal specialists for assistance
Assist customers in navigating myuhc.com and other UnitedHealth Group websites while encouraging and reassuring them to becoming self-sufficient with our tools
This role is equally challenging and rewarding. You'll be on the phone for long periods of time and encounter all types of communication styles and personalities as you help resolve conflicts or issues. You'll deal with stressful situations and resolve complex health care concerns in a positive, simplified manner so that callers fully understand their health care plans and solutions.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 equivalent years of work experience
1+ years of customer service experience OR experience in a medical office, health care, call-center or office setting analyzing and solving customer problems
Familiarity with computer and Windows personal computer applications, which includes the ability to navigate and learn new and complex computer system applications
Proficient in translating health care-related jargon and complex processes into simple, step-by-step instructions customers can understand and act upon
Ability to work full-time, Monday - Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules between the hours of 8am – 8pm EST, 7am – 7pm CST OR 5am – 5pm PST. It may be necessary, given the business need, to work occasional overtime and/or weekends.
Must be 18 years of age OR older
Preferred Qualifications:
Prior health care experience
Knowledge of billing/finance and eligibility processes, practices and concepts
Currently be a part of UHC Benefit Operations and 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:
Demonstrated ability to listen skillfully, collect relevant information, build rapport and respond to customers in a compassionate manner
Proficient conflict management skills including the ability to resolve stressful situations
California, Colorado, Connecticut, Hawaii, Nevada, New Jersey, New York, Washington or Rhode Island Residents Only: The hourly range for California / Colorado / Connecticut / Hawaii / Nevada / New York / New Jersey / Washington / Rhode Island residents is $16.54 - $32.55 per hour. 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.At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone–of every race, gender, sexuality, age, location, and income–deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups, and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes — an enterprise priority reflected in our mission.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 .#RPO #GREEN
