Correspondence Representative – Wausau, WI

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 – 5:00 pm CST.  It may be necessary, given the business need, to work occasional overtime. Our office is located at 115 W WAUSAU AVE. Wausau, WI

We offer weeks of paid training. 8-hour shift schedules during our normal business hours of 7:00 am – 5:00 pm CST.

 

Primary Responsibilities:

• Provide an exceptional customer service experience when responding to and resolving customer service inquires and issues by identifying the topic and type of assistance the caller needs such as benefits, eligibility and claims, financial spending accounts and correspondence
• Updating information on member files within CPS system (claims processing system, OnBase) 
• Research complex issues (such as Medical, Dental, Flex Spending,  etc.) across multiple databases and work with support resources to resolve customer issues and/or partner with others to resolve escalated issues
• Own issue through to resolution on behalf of the member/provider requests that are received
• Apply creative solutions and effective problem-solving techniques to address members/provider needs
• Address complex issues with an awareness of when to refer complicated situations to various departments or leadership for further assistance
• Searching system for member information variety of systems (example: Explanation of benefits, reviewing call track information, appeals invoicing, check/payment tracking) 
• Process medical record payments
• Manually entering in various types of claims (medical, dental, vision)
• Creating various correspondence to be mailed 
• Running various reports systems 
• Cross train and work in all processes when needed 
• Other duties as assigned 
• Repetitive movements including siting, stand, kneel, and reaching

 

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 10+ years of equivalent work experience
• Must be 18 years of age OR older
• 1+ years of experience with working in an office OR professional setting
• Ability to navigate a PC to open multiple applications, send emails, conduct data entry, and learn new and complex computer system applications, as well as using dual monitors
• Proficiency in Microsoft Office Suite – Word (ability to create, edit, copy, send and save documents)
• Proficiency in Microsoft Office Suite – Excel (ability to create, edit, copy, send and save spreadsheets)
• Proficiency in Microsoft Office Suite – Outlook (ability to create, edit, copy, send correspondence)
• Ability to work any of our 8-hour shift schedules during our normal business hours of 7:00 am – 5:00 pm CST from Monday – Friday. It may be necessary, given the business need, to work occasional overtime. 

 

Preferred Qualifications:

• Familiarity with medical terminology, health plan documents, OR benefit plan design
• Translate healthcare-related terms OR terminology processes into simple, step-by-step instructions which members can understand

 

Soft Skills:

• Ability to remain focused and productive each day though tasks may be repetitive
• Ability to multi-task as well as the ability to understand multiple products and multiple levels of benefits within each product
• Proficient conflict management skills to include ability to resolve issues in a stressful situation and demonstrate personal resilience
• Proficient problem-solving approach to quickly assess current state and formulate recommendations
• Demonstrated ability to quickly build rapport and respond to customers in a compassionate manner by identifying and exceeding customer expectations (responding in a respectful, timely manner, consistently meeting commitments)
• Demonstrated ability to listen skillfully, collect relevant information, determine immediate requests and identify the current and future needs of the member OR customer
• Demonstrated ability in using computer and Windows PC applications, which includes keyboard and navigation skills and learning new computer programs

 

Physical and Work Environment:

• Service center environment with moderate noise level due to representatives talking, computers, printers, floor activity