Customer Service Toll Free Line Operator – Remote in Lake Katrine, NY

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 8:00am – 5:00pm (between those hours – will either start at 7:50 so they are on the phones by 8:00 and then they’ll work to 4:20. Then some will be 8:30am – 5:00pm and they rotate it.) It may be necessary, given the business need, to work occasional overtime and they may choose to complete it on the weekend. Our office is located at 1561 Ulster Ave, 1st Floor, Lake Katrine, NY 12449.

We offer 2-4 weeks of on-the-job training. The hours during training will be 8:00am to 5:00pm EST, Monday – Friday.

If you are located within 50 miles of 1561 Ulster Ave, 1st Floor, Lake Katrine, NY 12449, you will have the flexibility to work remotely* as you take on some tough challenges.

                                          

Primary Responsibilities:

• Answer incoming phone calls from customers 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)
• Ask appropriate questions and listen actively to identify specific questions or issues while documenting required information in computer systems
• Educate and redirect the callers to the correct prompts on the line
• Work various reports while on the phone line
• Meet the performance goals established for the position in the areas of: efficiency, accuracy, quality, member satisfaction and attendance

                                          

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 working experience
• Must be 18 years of age or older
• 1+ years of Customer Service Experience
• Experience with Microsoft Excel (managing workbooks, entering and manipulating data in existing reports)
• Ability to work our normal business hours of 7:50am – 5:00pm. It may be necessary, given the business need, to work occasional overtime and they may choose to complete it on the weekend

                                         

Preferred Qualifications:

• 1+ years of experience in an office setting, call center setting or phone support role
• Healthcare experience

                                         

Telecommuting Requirements:

• Reside within 50 miles of 1561 Ulster Ave, 1st Floor, Lake Katrine, NY 12449
• 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

                                         

Soft Skills:

• Ability to quickly build rapport and respond to customers in a compassionate manner by identifying and exceeding customer expectations (responding in respectful, timely manner, consistently meeting commitments) 
• Ability to listen skillfully, collect relevant information, determine immediate requests and identify the current and future needs of the member 
• Proficient problem-solving approach to quickly assess current state and formulate recommendations
• Flexibility to customize approach to meet all types of member communication styles and personalities
• Ability to work regularly scheduled shifts within our hours of operation including the training period, where lunches and breaks are scheduled, with the flexibility to adjust daily schedule, and work over-time and/or weekends, as needed

                                         

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

                                         

The hourly range for this role is $16.00 to $28.85 per hour based on full-time employment. Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. UnitedHealth Group complies with all minimum wage laws as applicable. In addition to your salary, UnitedHealth Group offers 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 UnitedHealth Group, you’ll find a far-reaching choice of benefits and incentives.

                                         

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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