Senior Customer Service Representative - Rancho Cordova, CA

Senior Customer Service Representative - Rancho Cordova, CA - 563009

Position Description

Position Description:

Health care isn't just changing.  It's growing more complex every day.  ICD10 replaces ICD9.  Affordable Care adds new challenges and financial constraints.  Where does it all lead?   Hospitals and health care organizations continue to adapt, and we are vital part of their evolution.  And that's what fueled these exciting new opportunities.  


Who are we?  Optum360.  We're a dynamic new partnership formed by Dignity Health and Optum to combine our unique expertise.  As part of the growing family of UnitedHealth Group, we'll leverage our compassion, our talent, our resources and experience to bring financial clarity and a full suite of revenue management services to health care providers nationwide.  


If you're looking for a better place to use your passion, your ideas and your desire to drive change, this is the place to be. It's an opportunity to do your life's best work.

 

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

UnitedHealth Group is working to create the health care system of tomorrow.

Already Fortune 25, we are totally focused on innovation and change. We work a little harder. We aim a little higher. We expect more from ourselves and each other. And at the end of the day, we're doing a lot of good.

Through our family of businesses and a lot of inspired individuals, we're building a high-performance health care system that works better for more people in more ways than ever. Now we're looking to reinforce our team with people who are decisive, brilliant and built for speed.

The Senior Customer Service Representative is responsible for handling all incoming Billing and Eligibility phone calls and for serving as the primary customer interface for departmental inquiries.


Primary Responsibilities:

 

  • Ensures quality customer service for internal and external customers.
  • Responds to incoming customer service requests, both verbal and written.
  • Identifies and assesses customers' needs quickly and accurately.
  • Solves problems systematically, using sound business judgment.
  • Partners with other billing and eligibility department representatives to resolve complex customer service inquiries.
  • Monitors delegated customer service issues to ensure timely and accurate resolution.
  • Applies appropriate communication techniques when responding to customers, particularly in stressful situations.
  • Informs and educates new customers regarding billing/invoicing set up and billing/payment procedures.
  • Places outgoing phone calls to complete follow-up on customer service requests as necessary.
  • Responds to customer service inquiries in writing as necessary.
  • Processes member terminations (i.e. phone disenrollment).
  • Establishes and demonstrates competency in eligibility, billing and receivable systems and associated applications. Implements customer service strategies and recommends related improvements/enhancements.
  • Maintains timely, accurate documentation for all appropriate transactions.
    Makes corrections and adjustments.
  • Consistently meets established productivity, schedule adherence, and quality standards.
  • Proactively seeks to further develop billing and accounts receivable competencies.
    Keeps management abreast of all outstanding issues.
  • Adapts procedures, processes, and techniques to meet the more complex position requirements.
    Participates in load balancing.
  • Addresses special (ad-hoc) projects as appropriate.
    Seeks involvement in continuous quality improvement initiatives.
  • Ensures quality customer service for internal and external customers.
  • 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.


Requirements

Requirements:
  • High school diploma/ GED 
  • Available to work 40 hours per week within the operating hours of the site (Monday - Friday 8:30am to 5:00pm)
  • 1 + years of customer service experience analyzing and solving customer problems, OR 1 year of experience in an office setting environment using the telephone and computer as the primary instruments to perform job duties.
  • 1+ years of basic proficiency with Windows PC applications which includes the ability to learn new and complex computer system applications
  • 1+ years of multi-tasking in an office setting or customer service environment:
  • 1+ years experience with ability to balance and prioritize multiple tasks.
  • Must be willing to work and contribute in a team environment and flexible to change.
Assets:
  • Basic knowledge of managed care industry preferred
  • 1+ year of customer service experience in a call center environment preferred
  • Basic Knowledge of Billing/Finance and Eligibility processes, practices and concepts preferred
  • Intermediate proficiency of MS Office suite preferred
  • Bilingual a plus
Soft Skills:
  • Ability to understand multiple products and multiple levels of benefits within each product.
  • Ability to remain focused and productive each day though tasks may be repetitive
  • Ability to execute own assignments under direction of experienced staff.  
  • Strong written and verbal communication skills
Requirements and Work Environment:
  • Frequent speaking, listening using a headset, sitting, use of hands/fingers across keyboard or mouse, handling other objects, long periods working at a computer
  • Service center environment with moderate noise level due to Representatives talking, computers, printers, and floor activity
Take the next step, online at: www.yourlifesbestwork.com 

Careers with OptumInsight. Information and technology have amazing power to transform the health care 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.

Diversity creates a healthier atmosphere: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, or disability status. 

 

UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment. In addition, employees in certain positions are subject to random drug testing.

 

Job Details
Contest Number: 563009
Job Title: Senior Customer Service Representative - Rancho Cordova, CA
Job Family: Customer Service
Business Segment: OptumInsight
Job Location Information:
Region: North America
Country: United States
City: RANCHO CORDOVA
State - Province: California
Other States where Job(s) is Located: ,,,,
Other Cities where job(s) is Located: ,,,,
Additional Job Detail Information:
Employee Status: Regular
Schedule: Full-time
Job Level: Individual Contributor
Shift: Day Job
Travel: No
Telecommuter Position: No
Overtime Status: Non-exempt