Position Description:Healthcare isn't just changing. It's growing more complex every day. ICD - 10 Coding replaces ICD - 9. Affordable Care adds new challenges and financial constraints. Where does it all lead? Hospitals and Healthcare organizations continue to adapt, and we are vital part of their evolution. And that's what fueled these exciting new opportunities. Who are we? Optum360. We're a dynamic new partnership formed by Quest and Optum to combine our unique expertise. As part of the growing family of UnitedHealth Group, we'll leverage our compassion, our talent, our resources and experience to bring financial clarity and a full suite of Revenue Management services to Healthcare Providers, nationwide. If you're looking for a better place to use your passion, your ideas and your desire to drive change, this is the place to be. It's an opportunity to do 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 correspondenceHelp 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 providerIntervene with care providers (doctor's offices) on behalf of the customer to assist with appointment scheduling or connections with internal specialists for assistance when neededAssist customers in navigating myuhc.com and other UnitedHealth Group websites and encourage and reassure them to become self - sufficientOwn problem through to resolution on behalf of the customer in real time or through comprehensive and timely follow - up with the memberResearch complex issues across multiple databases and work with support resources to resolve customer issues and / or partner with others to resolve escalated issuesMeet the performance goals established for the position in the areas of: efficiency, call quality, customer satisfaction, first call resolution and attendanceGood organizational skillsAbility to work independently and as part of a teamAbility to work overtime as needed, based on department needsModerate work experience within own functionSome work is completed without established proceduresBasic tasks are completed without review by othersSupervision / guidance is required for higher level tasks
Required Qualifications:High School Diploma / GED (or higher)1+ years of experience in customer service role using the telephone and computer as the primary instruments to perform job duties All new hires will be required to successfully complete the UnitedHealthcare Operations Customer Service Advocate training classes and demonstrate proficiency of the materialAbility to work regularly scheduled shifts within our hours of operation (8:30 AM to 6:30 AM Monday - Thursday, 8:30 AM to 5:30 PM on Fridays), where lunches and breaks are scheduled, with the flexibility to adjust daily schedule, and work over - time and / or weekends, as neededPreferred Qualifications:Associate's Degree (or higher)Experience in a healthcare or insurance settingExperience with translating healthcare - related jargon and complex processes into simple, step - by - step instructions customers can understand and act uponThere 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 online 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 email.Careers with OptumInsight. Information and technology have amazing power to transform the Healthcare industry and improve people's lives. This is where it's happening. This is where you'll help solve the problems that have never been solved. We're freeing information so it can be used safely and securely wherever it's needed. We're creating the very best ideas that can most easily be put into action to help our clients improve the quality of care and lower costs for millions. This is where the best and the brightest work together to make positive change a reality. This is the place to do 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: Customer Service Representative, CSR, Optum, Quest, 360, Marlboro
Internal Number: 753322
About UnitedHealth Group
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.