Position Description:Energizeyour career with one of Healthcare's fastest growing companies. Youdream of a great career with a great company – where you can make an impact andhelp people. We dream of giving you theopportunity to do just this. And withthe incredible growth of our business, it's a dream that definitely can cometrue. Already one of the world's leading Healthcare companies, UnitedHealthGroup is restlessly pursuing new ways to operate our service centers, improveour service levels and help people lead healthier lives. We live for the opportunity to make adifference and right now, we are living it up. Thisopportunity is with one of our most exciting business areas: Optum –a growingpart of our family of companies that make UnitedHealth Group a Fortune 6 leader. Optum helps nearly 60 million Americans live their lives tothe fullest by educating them about their symptoms, conditions and treatments;helping them to navigate the system, finance their healthcare needs and stay ontrack with their health goals. No other business touches so many lives in sucha positive way. And we do it all with every action focused on our shared valuesof Integrity, Compassion, Relationships, Innovation & Performance.Don't wait to apply! We have training classes starting soon that are designed to set you up for success!You want more challenge. You want more opportunity. Even more, you want the chance to make an impact the lives of others. We want more people like you. When you join us as a Customer Service Representative for UnitedHealthcare, you'll have the opportunity to make a difference in the lives of our health plan members each day as they look to you as their trusted advisor and advocate. You'll be empowered to compassionately deliver an exceptional experience to between 50 to 70 callers per day always remembering that there is a real person on the other end of the phone who is looking for help, guidance, and support. You'll help them make informed decisions about their care services by answering their questions, resolving their issues or helping them enroll in and / or select a health plan.You'll do this by developing and maintaining a productive relationship and interaction with all callers, while providing personalized, and consultative education and information. Here, you'll join us on a mission to deliver the best customer service in the health care industry. Period. Your compassion and customer service expertise combined with our support, training and development will ensure your success. This is no small opportunity. This is where you can bring your compassion for others while doing your life's best work.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.Primary Responsibilities: Respond to and resolve on the first call, customer service inquires and issues by identifying the topic and type of assistance the caller needs such as benefits, eligibility and claims, financial spending accounts and correspondence. Help guide and educate customers about the fundamentals and benefits of consumer-driven health care topics to include managing their health and well-being by selecting the best benefit plan options, maximizing the value of their health plan benefits and choosing a quality care provider Intervene with care providers (doctor's offices) on behalf of the customer to assist with appointment scheduling or connections with internal specialists for assistance when needed Assist customers in navigating myuhc.com and other UnitedHealth Group websites and encourage and reassure them to become self-sufficient Own problem through to resolution on behalf of the customer in real time or through comprehensive and timely follow-up with the member Research complex issues across multiple databases and work with support resources to resolve customer issues and / or partner with others to resolve escalated issues Provide education and status on previously submitted pre-authorizations or pre-determination requests Meet the performance goals established for the position in the areas of: efficiency, call quality, customer satisfaction, first call resolution and attendance Ability to quickly build rapport and respond to customers in a compassionate manner by identifying and exceeding customer expectations (responding in respectful, timely manners, consistently meeting commitments) Proficient problem solving approach to quickly assess current state and formulate recommendations Translating healthcare-related jargon and complex processes into simple, step-by-step instructions customers can understand and act upon Ability to work regularly scheduled shifts within our hours of operation, where lunches and breaks are scheduled, with the flexibility to adjust daily schedule, and work over-time and/or weekends, as needed Required to successful complete the UnitedHealthcare Operations Customer Service Advocate training classes and demonstrate proficiency of the material Moderate work experience within own function Some work is completed without established procedures Basic tasks are completed without review by others Supervision / guidance is required for higher level tasks
Required Qualifications: High School Diploma / GED (or higher) 1+ years of Customer Service experience 1+ years of experience with Patient Intake or 1+ years of experience with Medical Data Entry or 1+ years of experience with Pharmacy terminology Ability to work a rotational shift, 2nd shift 12:00 pm- 9:00 pm or 3:00 pm - 12:00 am midnight (every other week working Monday through Friday and every other week work 4 weekdays and 1 weekend day)Preferred Qualifications: Associate's Degree (or higher)There are several steps in our hiring process ? it's a thorough process because we want to ensure the best job and culture fit for you and for us. In today's ultra-competitive job market, the importance of putting your best foot forward is more important than ever. And you can start by completing all required sections of your application. (i.e. profile, history, certifications and application / job questions). Once you submit your resume, you'll receive an email with next steps. This may include a link for an on-line pre-screening test that we ask you to complete as part of our selection process. You may also be asked to complete a digital video interview, but we will offer full instructions and tips to help you. After you have completed all of these steps, you can check on the status of your application at any time, but you will also be notified via e-mail.OptumRx isan empowering place for people with the flexibility to help create change.Innovation is part of the job description. And passion for improving the livesof our customers is a motivating factor in everything we do. If you're ready to talk about groundbreakinginteractions, let's talk about what happens when a firm that touches millionsof lives decides to gather results from millions of prescriptions every monthand analyze their impact. Let's talk about smart, motivated teams. Let's talk aboutmore effective and affordable healthcare solutions. This is caring. This isgreat chemistry. This is the way to make a difference. We're doing all this,and more, through a greater dedication to our shared values of integrity,compassion, relationships, innovation and performance. Join us and start doing your life's best work.Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity / Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.Keywords: UHG- OptumRX- Customer Service Rep.- Medical Customer Service Rep- Hospice Customer Service Rep
Our mission is to help people live healthier lives and to help make the health system work better for everyone.- We seek to enhance the performance of the health system and improve the overall health and well-being of the people we serve and their communities. - We work with health care professionals and other key partners to expand access to quality health care so people get the care they need... at an affordable price. - We support the physician/patient relationship and empower people with the information, guidance and tools they need to make personal health choices and decisions.