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in Orlando, FL

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Hours Full-time, Part-time
Location Orlando, FL
Orlando, Florida

About this job



Connextions, Inc. is currently searching for a Customer Service Represenative. Connextions is owned by OptumHealth, a subsidiary of UnitedHealth Group. It is the premier growth, retention and service solutions company, aimed at the unique and complex distribution needs of the healthcare market.

The Customer Service Representative will respond to member and provider inquiries (phone, written or walk in) regarding all aspects of client business, including claims, in a professional, timely, accurate and caring manner while consistently meeting all guidelines.

Position Duties/Responsibilities:
  • Responds to member, provider and other inquiries via telephone, correspondence or lobby walk-in while meeting all corporate guidelines and performance standards
  • Demonstrates appropriate customer-care skills such as empathy, active listening, courtesy, politeness, helpfulness and other skills as identified
  • Records, investigates and resolves member complaints as detailed in the Grievance Procedure narrative
  • Assists in the education of new members and in the re-education of existing members regarding health plan procedures
  • Logs, tracks and appropriately documents all issues utilizing on-line systems and procedures, and in accordance with all applicable guidelines and requirements
  • Makes decisions that are consistent with the concept of a win-win-win for members, associates and the client
  • Demonstrates based behaviors such as initiative, accountability and value
  • Performs skills necessary to create a high-quality customer experience, as reflected through acceptable C-Sat scores, quality monitors and member feedback


Minimum Requirements

Knowledge, Skills & Abilities Required:
  • Strong customer service skills
  • Experience using Internet, Windows applications (Word, Excel) and e-mail services (Outlook)
  • Excellent verbal communication skills (vocabulary and articulation)
  • Ability to not only understand complex Medicare programs, but to be able to explain/articulate these programs to callers in ways that are clear, correct, and objective
  • Prefer 2 years of call center/customer service support