Senior Customer Service Representative - Duluth;Minneapolis;St. Paul, MN - Full-time / Part-time

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.SM

UnitedHealth Group is working to create the health care system of tomorrow.

Already Fortune 14, 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.

A Senior Customer Service Representative position answers inbound calls, emails, and faxes from physicians, clients, and members relating primarily to Claims and Patient information regarding Complex Medical Conditions, such as Transplantation and Cancer. Position requires using in-depth problem solving while ensuring a high level of customer satisfaction and maximizing productivity. 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. Our mission is to help people live their lives to the fullest. Our values are Integrity, Compassion, Relationships, Innovation, and Performance.

 

Primary Responsibilities:

• Answering incoming phone lines, faxes, emails, and voicemail daily, providing members and providers with basic OptumHealth information and benefit plans, helping them with questions and access to receiving services/products in a professional and timely manner


• Utilizes multiple systems to attempt to resolve the issue on the call


• Routes those issues unable to resolve to the appropriate team for resolution


• Quickly and accurately identify and assess individual physician and customer needs and take appropriate action steps to satisfy those needs


• Solve problems systematically, using sound business judgment, and following through on commitments


• Respond to customers in a polite and courteous manner, projecting patience, empathy, caring, and sincerity in voice tone and words


• Establish rapport over the phone quickly, and remain positive and upbeat 


• Outstanding attendance record is critical, punctual adherence to scheduled work start times


• Consistently meet established productivity, schedule adherence, and quality standards


• Demonstrate the ability to build and maintain productive working relationships with others and contribute as an effective staff member in a small, close-knit work group


• Establish and maintain control of inbound calls


• Utilize any 'down' time to respond in writing to provider inquiries using pre-approved letters and secure email


• Use UHG technology to track, route and retrieve information


• Demonstrate strong data entry skills and proficiency use of a PC


• Answering incoming phone lines, faxes, emails, and voicemail daily, providing members and providers with basic OptumHealth information and benefit plans, helping them with questions and access to receiving services/products in a professional and timely manner


• Researches and adds accurate benefit information to databases to aid other staff (clinical and non-clinical) in appropriately assisting members


• Ensure a high level of customer service and maximizing productivity


• Build knowledge of the healthcare insurance industry and medical terminology


• Proficient with healthcare databases


• Work is frequently completed without established procedures


• Works independently


• May act as a resource for others


• Applies knowledge/skills to a range of moderately complex activities


• Proactively identifies solutions to non-standard requests


• Works with team to solve complex problems

Requirements:

• High School Diploma/ GED with 2+ years of telephonic customer service experience within a call center OR a Bachelor's degree is required


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  Typing 40+ wpm (words per minute) is required


• Familiarity with computer and Windows PC applications, which includes the ability to learn new and complex computer system applications.


• Ability to navigate a computer while on the phone


• Ability to multi-task, this includes ability to understand multiple products and multiple levels of benefits within each product.

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

Careers with Optum. Here's the idea. We built an entire organization around one giant objective; make the health system work better for everyone. So when it comes to how we use the world's large accumulation of health-related information, or guide health and lifestyle choices or manage pharmacy benefits for millions, our first goal is to leap beyond the status quo and uncover new ways to serve. Optum, part of the UnitedHealth Group family of businesses, brings together some of the greatest minds and most advanced ideas on where health care has to go in order to reach its fullest potential. For you, that means working on high performance teams against sophisticated challenges that matter. Optum, incredible ideas in one incredible company and a singular opportunity to do your life's best work.