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Positions in this function are responsible for first - level response and resolution of escalated issues with external and internal customers. Responsible for the overall delivery of benefits and services by providing support and guidance to existing and potential customers to ensure continued membership. Employees in jobs labeled with SCA must support a government Service Contract Act (SCA) agreement. Primary Responsibilities:
Serve as the liaison to a complex customer base to manage first level response and resolution of escalated issues with external and internal customers
Identifies and resolves operational problems using defined processes, expertise and judgment
Investigate claim and / or customer service issues as identified and communicate resolution to customers
Provide feedback to team members regarding improvement opportunities
Provides expertise and customer service support to members, customers, and / or providers Completing health assessments telephonically for new members
Outreaching to targeted members to educate them on their benefits and engage them in UnitedHealthcare programs and services
Conduct outreach for member health assessments
Other duties, as assigned
Extensive work experience within own function
Work is frequently completed without established procedures
UnitedHealth Group is the most diversified health care company in the United States and a leader worldwide in helping people live healthier lives and helping to make the health system work better for everyone.
We are committed to introducing innovative approaches, products and services that can improve personal health and promote healthier populations in local communities. Our core capabilities... in clinical care resources, information and technology uniquely enable us to meet the evolving needs of a changing health care environment as millions more Americans enter a structured system of health benefits and we help build a stronger, higher quality health system that is sustainable for the long term.
We serve our clients and consumers through two distinct platforms:
?UnitedHealthcare, which provides health care coverage and benefits services.
?Optum, which provides information and technology-enabled health services.