Senior Customer Service Representative - Richardson, TX
February 3, 2018
Position Description:When you are in the business of health care, you're in the business of people. At UnitedHealth Group we want every customer experience to be distinctly personal. The challenge is complex. When people call us for help, their focus is on getting the best care possible. We help them understand their benefits and their options. This part of their lives matters a lot to them and it matters just as much to us. Our customer service teams have a serious responsibility to make every contact informative, productive, positive, and memorable for what it says about how much we care.Primary Responsibilities:Ensures quality customer service for internal and external customersResponds to incoming customer service requests, both verbal and writtenIdentifies and assesses customers' needs quickly and accuratelySolves problems systematically, using sound business judgmentPartners with other billing and eligibility department representatives to resolve complex customer service inquiriesPlaces outgoing phone calls to complete follow-up on customer service requests as necessaryMonitors delegated customer service issues to ensure timely and accurate resolution.Informs and educates new customers regarding billing/invoicing set up and billing/ payment proceduresResponds to customer service inquiries in writing as necessaryEstablishes and demonstrates competency in eligibility, billing and receivable systems and associated applications.Maintains timely, accurate documentation for all appropriate transactions.Makes corrections and adjustmentsConsistently meets established productivity, schedule adherence, and quality standards.Proactively seeks to further develop billing and accounts receivable competenciesKeeps management abreast of all outstanding issuesAdapts procedures, processes, and techniques to meet the more complex position requirements.Participates in load balancingAddresses special (ad-hoc) projects as appropriateSeeks involvement in continuous quality improvement initiativesEnsures quality customer service for internal and external customersFlexible to change
Required Qualifications:High School Diploma / GED or higher Must be available to work any shift in the 24x7x365 environment2+ years experience in a Call Center environmentPreferred Qualifications: 1+ years of experience in a Healthcare Insurance setting is preferredBilingual in Spanish a plusRequirements and Work Environment:Prior stable work experienceFrequent speaking, listening using a headset, sitting, use of hands/ fingers across keyboard or mouse, handling other objects, long periods working at a computerService center environment with moderate noise level due to Representatives talking, computers, printers, and floor activityCareers with UnitedHealthcare. Let's talk about opportunity. Start with a Fortune 17 organization that's serving more than 85 million people already and building the industry's singular reputation for bold ideas and impeccable execution. Now, add your energy, your passion for excellence, your near-obsession with driving change for the better. Get the picture? UnitedHealthcare is serving employers and individuals, states and communities, Military families and Veterans wherever they're found across the globe. We bring them the resources of an industry leader and a commitment to improve their lives that's second to none. This is no small opportunity. It's where you can do your life's best work. 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.Keywords: UnitedHealth group, Customer Service, Healthcare, Insurance, Global, Benefits, Eligibility
Internal Number: 748984
About UnitedHealth Group
Our mission is to help people live healthier lives and to help make the health system work better for everyone.- We seek to enhance the performance of the health system and improve the overall health and well-being of the people we serve and their communities. - We work with health care professionals and other key partners to expand access to quality health care so people get the care they need at an affordable price. - We support the physician/patient relationship and empower people with the information, guidance and tools they need to make personal health choices and decisions.