Customer Service Quality Representative – Fort Worth, TX

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 to start Caring. Connecting. Growing together.

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 7:00 AM – 6:00 PM. It may be necessary, given the business need, to work occasional overtime. Employees are required to work some days onsite and some days from home.

We offer 3 weeks of paid on-the-job training. The hours of training will be aligned to the working schedule. Training will be conducted onsite.

If you are within commutable distance to the office at 300 Burnett Street, Fort Worth, TX, 76102, you will have the flexibility to work from home and the office in this hybrid role* as you take on some tough challenges.

 

Primary Responsibilities:

• Provide coaching / feedback to advocate in call evaluations
• Analyze information and utilize to build recommendations to reduce errors and improve process performance
• Interact with the leadership group to aid in overall staff development
• Assist in queue when required
• Assist Learning and Delivery with training initiatives 
• Interacting with other departments including Sales Agents regarding to questions concerning application or policy issues

 

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 work experience 
• Must be 18 years of age OR older
• 2+ years of call center experience
• 1+ years of customer service experience
• Intermediate experience with Microsoft Excel (create, edit, sort, filter spreadsheets and pivot tables)
• Basic experience with Microsoft Word (create, edit, save documents)
• Ability to attend onsite meetings 2 – 3 times per month at the office located at 300 Burnett Street, Fort Worth, TX, 76102
• Flexibility to work any of our full time (40 hours / week), 8-hour shift schedules during our normal business hours of 7:00 AM – 6:00 PM from Monday – Friday. It may be necessary, given the business need, to work occasional overtime.

 

Preferred Qualifications:

• Auditing experience OR certification
• Knowledge of HIPAA and pharmacy claims processing
• Knowledge of commercial (HMO / PPO) and Medicare products

 

Telecommuting Requirements: 

• Reside within commutable distance to the office at 300 Burnett Street, Fort Worth, TX, 76102
• Ability to keep all company sensitive documents secure (if applicable) 
• Required to have a dedicated work area established that is separated from other living areas and provides information privacy
• Must live in a location that can receive a UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet service

 

*All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter Policy

 

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.

 

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