Senior Customer Service Representative – Remote in CST or MST

As a Senior Customer Service Representative, you’ll compassionately deliver an exceptional experience to between 30 to 50 callers per day. Always remember that there is a real person on the other end of the phone who is looking for help, guidance, and support. You will also provide support to your team members by serving as a resource or subject matter expert. These are opportunities for you to identify and exceed our customer expectations by committing to and building strong relationships internally and externally. At the end, you’ll know you performed with integrity and delivered the best customer service experience making all your customers and team members feel better because they talked to you. 

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-8:00pm CST. It may be necessary, given the business need, to work occasional overtime. (No Weekend) 

We offer 4 weeks of paid training + 8 weeks on-the-job training. The hours of the training will be 8:30am-5:00pm Central Time Zone

Primary Responsibilities:

• Review and research incoming healthcare claim calls from providers (doctors, clinics, etc) by navigating multiple computer systems and platforms and verifies the data/information necessary for processing (e.g. pricing, prior authorizations, applicable benefits)
• Ask appropriate questions and listen actively to identify specific questions or issues while documenting required information in computer systems
• Communicate and collaborate with providers to resolve issues, using clear, simple language to ensure understanding
• Meet the performance goals established for the position in the areas of: efficiency, accuracy, quality and attendance
• Answer incoming phone calls from members and identify the type of assistance the customer needs (i.e. benefit and eligibility, billing and payments, authorizations for treatment and explanation of benefits (EOBs) 

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 experience
• Must be 18 years of age OR older
• 6+ months work at home experience
• 6+ months Customer Service Representative (CSR) experience OR 1+ years of experience in an medical/ standard office setting, call center setting or phone support role
• Working knowledge with computer and Windows PC applications, which includes the ability to learn new and complex computer system applications
• Ability to work any of our 8-hour shift schedules during our normal business hours of 7:00am-8:00pm CST. It may be necessary, given the business need, to work occasional overtime.

Preferred Qualifications:

• Call Center experience
• Health Care experience 
• Knowledge of billing/finance and eligibility processes, practices and concepts  

Telecommuting Requirements: 

• Reside within Central OR Mountain Time Zone
• 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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