Senior Customer Service Quality/ Audit Representative - US (Telecommute)

Position Description:

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.

The Senior Customer Service Quality/ Audit Representative is responsible for all aspects of quality assurance within the Customer Service job family. Conducts audits and provides feedback to reduce errors and improve processes and performance.

Positions in this function are responsible for all
aspects of quality assurance within the customer service job family.
Conducts audits and provides feedback to reduce errors and improve
processes and performance.

Primary Responsibilities:

• Responsible for quality assurance by conducting audits of calls of customer service representatives
• Provide feedback to team members on audit results 
• Analyze information and utilize to build recommendations to reduce errors and improve process performance 
• Create, maintain and track reports in relation to performance 
• Serve as subject matter resource to team members, supervisors and management staff
• Ability to audit across several departments, including call, claim, eligibility, intake and system configuration. Position would require familiarity with training/mentoring, as this role would work with Claims Analysts and Service Center Advocates on performance gaps found in audits
• Extensive work experience, possibly in multiple functions
• Work does not usually require established procedures
• Works independently
• Mentors others
• Acts as a resource for others
• Coordinates others' activities
  

Requirements:

• High School Diploma/ GED
• 1+ years as an Intake Counselor/ Coordinator or customer service experience 
• Documented expertise in use of call center software programs 
• Working knowledge of behavioral healthcare and Managed Behavioral Health or related field 
• Proficiency with computer and Windows PC applications. Intermediate level of Microsoft Office (Word, Excel, Outlook)
  

Assets:

• Experience in Customer Service call auditing, preferably in healthcare
• Claims processing experience
• General understanding of call center workflows 
• Bilingual in English/ Spanish
  

Physical Requirements and Work Environment:

• Frequent
  speaking, listening using a headset, sitting, use of hands/ fingers
  across keyboard or mouse, handling other objects, long periods working
  at a computer
• Service center environment with moderate noise level due to Representatives talking, computers, printers, and floor activity
  

Take the next step, online at: www.yourlifesbestwork.com

Careers with UnitedHealthcare. Let's talk about opportunity. Start with a Fortune 17 organization that's serving more than 85 million people already and building the industry's singular reputation for bold ideas and impeccable execution. Now, add your energy, your passion for excellence, your near-obsession with driving change for the better. Get the picture? UnitedHealthcare is serving employers and individuals, states and communities, military families and veterans where ever they're found across the globe. We bring them the resources of an industry leader and a commitment to improve their lives that's second to none. This is no small opportunity. It's where you can do your life's best work.

Diversity creates a healthier atmosphere: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, or disability status.

UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment. In addition, employees in certain positions are subject to random drug testing.