Correspondence Representative – Wausau, WI

UMR, UnitedHealthcare’s third-party administrator (TPA) solution, is the nation’s largest TPA. When you work with UMR, what you do matters. It’s that simple . . . and it’s that rewarding.

In providing consumer – oriented health benefit plans to millions of people; our goal is to create higher quality care, lower costs and greater access to health care. Join us and you will be empowered to achieve new levels of excellence and make a profound and personal impact as you contribute to new innovations in a vital and complex system. Opportunities are endless for your career development and advancement within UMR due to our record-breaking growth.

Regardless of your role at UMR, the support you feel all around you will enable you to do what you do with energy, quality, and confidence. So, take the first step in what is sure to be a fast – paced and highly diversified career.

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 7:00am – 5:00pm 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 on-the-job training (number of weeks for training will be discussed). The hours during training will be 7:00am – 5:00pm, Monday – Friday.

 

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 experience
• Must be 18 years of age OR older
• 1+ years of experience working in an office OR professional setting
• 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, and send correspondence)
• 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
• Ability to work Monday – Friday, in any of our 8-hour shift schedules during our normal business hours of 7:00am – 5:00pm CST, including the flexibility to work occasional overtime, given the business need

 

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 through 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
• 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 using computer and Windows PC applications, which includes strong keyboard and navigation skills and learning new computer programs
• 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

 

Physical and Work Environment:

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

 

Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer 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 us, you’ll find a far-reaching choice of benefits and incentives. The hourly pay for this role will range from $17.74 – $31.63 per hour based on full-time employment. We comply with all minimum wage laws as applicable.

 

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.

 

 

UnitedHealth Group is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.

 

UnitedHealth Group is a drug – free workplace. Candidates are required to pass a drug test before beginning employment.

 

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