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in Hillside, IL

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Hours Full-time, Part-time
Location Hillside, IL
Hillside, Illinois

About this job


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.

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.

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 

  • Answering incoming calls from members, providers or health plans while ensuring a high level or service and maximizing productivity

  • Assist HMOI members with PCP selections

  • Log all calls into the Member Service Module according to department procedures

  • Effectively code inquiries for resolution of the callers issue

  • Follow up on outstanding issues according to department standards

  • Expert in locating and interpreting complex information from a number of databases and resources

  • Achieve the current production standards set for the department e.g., monitor scores, quality assurance, minimum number of calls handled in a day

  • Maintain product knowledge through team meetings, e-mails, policy updates and newsletters

  • Other duties as assigned by management
Knowledge, Skills, and Abilities:


  • Strong verbal and written communication skills

  • Effective time management skills

  • Possess ability to deal effectively in high stress situations

  • Attention to detail

  • Empathetic/Understanding

  • Quality AND Production focused

  • Communicate information considered unsatisfactory by caller in a tactful manner

  • Sound business judgment and problem solving skills

  • Flexibility and ability to adjust quickly and react positively to change

  • Ability to learn and understand the nuances of a variety of IPA/PHO

  • Maintains confidentiality per HIPPA guidelines

  • Focus on customer's needs Anticipate, understand, and respond to the needs of internal and external customers to meet or exceed their expectations 

  • 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.

Requirements



Requirements: 




  • High school education or GED


  • 3 yrs + expereince working in a call center environment using the phone and computer as the main function


  • 1 yr + experience processing medical claims


  • Available to work 40 hours per week anytime within the operating hours of the site
    2 yrs + Familiarity with computers and Windows PC applications


  • 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  

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.


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.