Introduction to Our Organization
At UnitedHealth Group, we are dedicated to helping people live healthier lives and making the health system work better for everyone. As a leader in the healthcare industry, we are committed to providing high-quality services and support to our customers. We believe that our employees are the key to our success, and we are looking for talented and motivated individuals to join our team. If you are passionate about delivering exceptional customer service and making a positive impact on people's lives, we encourage you to apply for our Customer Service Representative role.
About the Position
The Customer Service Representative role at UnitedHealth Group is an exciting opportunity to provide support to customers by answering incoming calls, assisting with medical referrals, and verifying insurance eligibility. As a Customer Service Representative, you will be the first point of contact for our customers, and your goal will be to provide timely and effective solutions to their queries and concerns. This full-time position requires flexibility in working hours and offers remote work options for candidates located in PST, MST, or CST time zones. We are looking for individuals who are passionate about customer service, have excellent communication skills, and are able to work in a fast-paced environment.
Key Responsibilities
- Answer 70-90 incoming phone calls per day from customers and identify the type of assistance needed.
- Make outbound calls to customers regarding medical referrals.
- Ask appropriate questions and listen actively to identify specific questions or issues while documenting required information in computer systems.
- Assist customers with obtaining prescribed medical equipment and supplies.
- Verify insurance eligibility and benefit coverage, obtaining insurance authorization.
- Research complex issues across multiple databases and work with support resources to resolve customer issues.
Requirements
To be successful in this role, you will need to have:
- High school diploma / GED (or higher) or equivalent work experience.
- Must be 18 years of age or older.
- 1+ years of experience working in a customer service environment, preferably in a call center setting.
- Experience with computer and Windows PC applications, including the ability to navigate and learn new and complex computer system applications.
- Ability to work an 8-hour shift schedule during normal business hours (8:00am - 5:00pm PST) and occasional overtime.
Nice-to-Haves
While not required, the following skills and experiences are highly desirable:
- Prior health care/insurance experience.
- Knowledge of medical terminology and healthcare systems.
- Experience with customer relationship management (CRM) software.
Essential Skills and Competencies
To excel in this role, you will need to possess the following skills and competencies:
- Excellent communication skills: You will need to be able to communicate effectively with customers, colleagues, and other stakeholders.
- Active listening skills: You will need to be able to listen attentively to customers and identify their needs and concerns.
- Problem-solving skills: You will need to be able to research and resolve complex customer issues.
- Time management skills: You will need to be able to manage your time effectively and prioritize tasks to meet performance metrics.
- Adaptability: You will need to be able to adapt to changing circumstances and priorities.
Career Growth Opportunities and Learning Benefits
At UnitedHealth Group, we are committed to helping our employees grow and develop in their careers. As a Customer Service Representative, you will have access to:
- Comprehensive training programs: You will receive training on our systems, processes, and policies to help you succeed in your role.
- Professional development opportunities: You will have the opportunity to develop new skills and advance in your career.
- Mentorship programs: You will be paired with an experienced colleague who will provide guidance and support.
Work Environment and Company Culture
At UnitedHealth Group, we are proud of our company culture and work environment. We offer:
- Remote work options: You will have the flexibility to work from home and balance your work and personal life.
- Collaborative team environment: You will be part of a dynamic and supportive team that is passionate about delivering exceptional customer service.
- Recognition and reward programs: You will be recognized and rewarded for your achievements and contributions to the team.
Compensation, Perks, and Benefits
We offer a competitive compensation package that includes:
- Comprehensive benefits package: You will have access to a range of benefits, including medical, dental, and vision insurance.
- Incentive and recognition programs: You will be eligible for bonuses and rewards for meeting performance metrics and contributing to the team's success.
- Equity stock purchase: You will have the opportunity to purchase company stock and share in our success.
- 401k contribution: We will contribute to your 401k plan to help you save for your future.
Conclusion
If you are passionate about delivering exceptional customer service and making a positive impact on people's lives, we encourage you to apply for our Customer Service Representative role. At UnitedHealth Group, we are committed to helping our employees grow and develop in their careers, and we offer a range of benefits and perks to support your well-being and success. Don't hesitate to apply – we can't wait to hear from you!
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