Welcome to one of the toughest and most fulfilling ways to help people, including yourself. We offer the latest tools, most intensive training program in the industry and nearly limitless opportunities for advancement. Join us and start doing your life's best work. 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 Senior Customer Service Representative is responsible for handling all incoming Billing and Eligibility 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 SCA 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
Informs and educates new customers regarding billing / invoicing set up and billing/payment procedures
Places outgoing phone calls to complete follow-up on customer service requests as necessary
Responds to customer service inquiries in writing as necessary
Processes member terminations (i.e. phone disenrollment)
Establishes and demonstrates competency in eligibility, billing and receivable systems and associated applications
Implements customer service strategies and recommends related improvements / enhancements
Maintains timely, accurate documentation for all appropriate transactions
Makes corrections and adjustments
Consistently meets established productivity, schedule adherence, and quality standards
Proactively seeks to further develop billing and accounts receivable competencies
Keeps management abreast of all outstanding issues
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.