Customer Service Representative - San Antonio, TX

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 Customer Care Professional is responsible for answering incoming calls from customers while ensuring a high level of customer service and maximizing productivity.

Primary Responsibilities:

• Respond to complex customer calls 
• Resolve customer service inquiries which could include: 
• Benefit and Eligibility information 
• Billing and Payment issues 
• Customer material requests 
• Physician assignments 
• Authorization for treatment 
• Explanation of Benefits (EOB)
• Provide excellent customer service 
• Constantly meet established productivity, schedule adherence, and quality standards 
• Conducts direct outbound phone activity of Care Improvement Plus Special Needs Plan products and services to beneficiaries and providers in Plan service areas
• Must be able to meet established call metrics and quotas
• Ensures accurate and appropriate documentation support that translates into successful development and maintenance of Care Improvement Plus products and services
• Meets CMS and state requirements and ensures Medicare beneficiaries understand the products and services they are receiving, including guiding beneficiaries through the enrollment process
• Prepares reports setting forth progress, trends, and recommendations
• Identifies problems, troubleshoots, and provides guidance to customers; 
• Adheres and suggests improvement to policies and procedures regarding problem identification, documentation, distribution, and correction to ensure immediate resolution
• Serves as liaison with all other division operations and services to keep abreast of policy and procedural changes; 
• Maintains working knowledge of Medicare/Medicaid regulations, managed care industry, pertinent legislation, and the competitive environment
• 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.
• 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.

Requirements:

• An education level of at least a high school diploma or GED
• 1 year of customer service experience analyzing and solving
  customer problems, OR 1 year of experience in an office setting environment
  using the telephone and computer as the primary instruments to perform job
  duties
• Authorization to work in the United States
• Available to work 40 hours per week anytime within the
  operating hours of the site
• Familiarity with computer and Windows PC applications, which
  includes the ability to learn new and complex computer system applications
• Ability to multi-task, this includes ability to understand
  multiple products and multiple levels of benefits within each product and the
  ability to navigate a computer while on the phone

Soft Skills:

• Ability to remain focused and productive each day though
  tasks may be repetitive

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

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.

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.