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UnitedHealth Group is working to create the health care system of tomorrow.
Already Fortune 25, we are totally focused on innovation and change. We work a little harder. We aim a little higher. We expect more from ourselves and each other. And at the end of the day, we're doing a lot of good.
Through our family of businesses and a lot of inspired individuals, we're building a high-performance health care system that works better for more people in more ways than ever. Now we're looking to reinforce our team with people who are decisive, brilliant and built for speed.
The Customer Service Representative is responsible for handling all incoming phone calls and for serving as the primary customer interface for departmental inquiries.
Positions in this function are responsible for providing expertise and customer service support to members, customers, and/or providers. Direct phone-based customer interaction to answer and resolve a wide variety of inquiries. Employees in jobs labeled with CSR must support a government Service Contract Act (SCA) agreement.
Ensures quality customer service for internal and external customers:
Responds to incoming customer service requests, both verbal and written.
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.
Applies appropriate communication techniques when responding to customers, particularly in stressful situations.
Places outgoing phone calls to complete follow - up on customer service requests as necessary.
Maintains timely, accurate documentation for all appropriate transactions.
Consistently meets established productivity, schedule adherence, and quality standards.
Keeps management abreast of all outstanding issues.
Adapts procedures, processes, and techniques to meet the more complex position requirements.
Addresses special (ad - hoc) projects as appropriate.
Ensures quality customer service for internal and external customers.
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.