Senior Customer Service Representative – Grand Junction, CO

$ 1000 Sign-On Bonus for External Candidates

UnitedHealth Group is a health care and well-being company that’s dedicated to improving the health outcomes of millions around the world. We are comprised of two distinct and complementary businesses, UnitedHealthcare and Optum, working to build a better health system for all. Here, your contributions matter as they will help transform health care for years to come. Make an impact with a diverse team that shares your passion for helping others. Join us to start Caring. Connecting. Growing together.

The Senior Customer Service Representative is a customer-oriented professional service representative who uses advanced knowledge of customer service practices, procedures, policies, billing, contracts, and benefits to respond to a variety of complex inquiries related to Rocky Mountain Health Plan benefits and services for all lines of business. If applicable, this representative primarily serves the Spanish speaking population.  

This position is full time, Monday – Friday On-Site. Employees are required to have flexibility to work our normal business hours of 8:00am – 5:00pm MST. It may be necessary, given the business need, to work occasional overtime. Our office is located at 2775 Crossroads Blvd Grand Junction, CO 81506. 

We offer 2 weeks of on-the-job training. The hours of the training will be aligned with your schedule.

 

Primary Responsibilities: 

• Responds to a variety of complex inquiries related to Rocky Mountain Health Plan benefits and services. Uses excellent interpersonal and communication skills, professional demeanor, tact, systems thinking, and a commitment to quality to serve the customer by assisting in the resolution of sensitive and complex health plan issues via the telephone or in person.  
• Serves as a resource and leader to all levels of customer service representatives. Continue advanced training and demonstrate learned skills while building depth and breadth of knowledge. Develop and maintain knowledge base to support special projects and research as needed.  
• Demonstrates exceptional levels of performance (e.g., statistics, aptitude for systems and proficiency in written and verbal communications). 
• Produce electronic and written communications to customers and perform research and callbacks to customers. 
• Assists with taking member calls and walk-ins to ensure coverage is maintained for meeting stats and state requirements. Available to take escalated member calls as needed.  
• Takes escalated member calls 
• Assist in the orientation, integration, and education of staff as directed. Help create a learning environment for staff, identify trends and assist in providing technical education. May provide input on education development, documentation, and delivery. 
• Use strong people skills to work effectively in a team environment. Leads by example by using a professional demeanor in dealing with co-workers and employees in other areas.  
• May offer suggestions regarding process improvement.  
• Take the initiative to manage time effectively.  
• May be responsible for other projects as assigned (retention, at risk calls, etc.). 

 

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  
• 3+ years of customer service experience 
• Experience with Microsoft Products including Microsoft Excel (create, edit, sort, pivot spreadsheets), Microsoft Word (create & edit documents), Microsoft PowerPoint (create & edit presentations) 
• Ability to work full-time, Monday – Friday between 8:00am – 5:00pm MST including the flexibility to work occasional overtime given the business need 
• Ability to work onsite at 2775 Crossroads Blvd Grand Junction, CO 81506 

  

Preferred Qualifications: 

• Health Care/Insurance environment (familiarity with medical terminology, health plan documents, or benefit plan design) 
• Bilingual (English/Spanish) 
• Experience using SharePoint for document management, collaboration, and workflow processes. 

  

Soft Skills: 

• Strong attention to detail – ensures accuracy and thoroughness in all tasks 
• Effective communication – able to convey information clearly and professionally 
• Collaborative mindset – works well in team environments and values input from others 

 

The hourly range for this role is $16.88 to $33.22 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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