This position is National Remote. You'll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges.
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 optimized. Ready to make a difference? Join us to start Caring. Connecting. Growing together
The Customer Service Representative is responsible for handling all incoming Billing, Eligibility, benefits, claims, appeals and grievances calls, chat, e-mails and serving as the primary point of contact for departmental inquiries. This role provides expertise and customer service support to members, customers, and / or international providers through direct phone - based interactions, resolving a wide range of inquiries.
This position is full-time (40 hours / week). Employees must be willing to work any shift in a 24 / 7 department, including weekends, holidays, and occasional overtime based on business needs.
We provide 12 weeks of paid training, which is mandatory (no PTO during this period). The hours of training will be 8:00am - 4:30 pm EST from Monday - Friday. After training is complete, your assigned shift will remain fixed. Training will be conducted virtually from your home.
Primary Responsibilities:
Ensures quality customer service for internal and external customers
Responds to incoming customer service requests, both verbal and written (calls, emails, chats)
Places outgoing phone calls to complete follow-up on customer service requests as necessary
Identifies and assesses customers' needs quickly and accurately
Solves problems systematically, using sound business judgment
Partners with other billing and eligibility department representatives to resolve complex customer service inquiries
Monitors delegated customer service issues to ensure timely and accurate resolution
Apply appropriate communication techniques when responding to customers, particularly in stressful situations
Informs and educates new customers regarding billing / invoicing set up and billing / payment procedures
Addresses special (ad - hoc) projects as appropriate
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
1+ years of customer service experience with analyzing and solving customer problems
1+ years of experience with Windows personal computer applications which includes the ability to learn new and complex computer system applications
Must be willing to work any shift in a 24 / 7 department, including the flexibility to work weekends, holidays, and occasional overtime based on business needs
Preferred Qualifications:
2+ years of customer service experience in a call center environment
Experience in the healthcare industry
Bilingual fluency in English and Japanese
Telecommuting Requirements:
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 (UHG requires a wired internet connection: cable, DSL, or fiber internet service with upload and download speeds suitable for the role and approved by operations. Minimum speed standard is 20mbps download / 5mbps upload. Wireless service such as satellite, hot spot, line of sight antenna cannot be used for telecommuting.)
Soft Skills:
Comfortable with communicating via email, chat, and phone calls to provide support and resolve inquiries
Understanding customer concerns accurately and responding appropriately
Using sound judgment to resolve issues systematically
*All employees working remotely will be required to adhere to UnitedHealth Group's Telecommuter Policy
Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer 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 us, you'll find a far-reaching choice of benefits and incentives. The hourly pay for this role will range from $17.74 - $31.63 per hour based on full-time employment. We comply with all minimum wage laws as applicable.
Application Deadline: This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants.
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.
