Senior Customer Service Representative - Phoenix, AZ

As a Senior Customer Service
Representative, you will be responsible for making outbound calls to
Medicaid members. It is a production based role and you will be required
to meet daily, monthly and quarterly production numbers. The major
focus is to outreach to our Medicaid members to assist them in
scheduling with their doctor for preventative services. Job duties also
include making sure we also assist members with transportation if
needed. You will be responsible to complete some data entry into a log
for those members who missed their medical appointments. You will also
contact these members to find out why they missed their appointments.

When
you are in the business of health care, you're in the business of
people. At UnitedHealth Group we want every customer experience to be
distinctly personal. The challenge is complex. When people call us for
help, their focus is on getting the best care possible. We help them
understand their benefits and their options. This part of their lives
matters a lot to them and it matters just as much to us. Our customer
service teams have a serious responsibility to make every contact
informative, productive, positive, and memorable for what it says about
how much we care.

Candidate may on occasion perform job duties at
the request of the manger to visit provider offices to collect data.
This would require dependable transportation.

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.

Primary Responsibilities:

• Provide excellent customer service
• Constantly meet established productivity, schedule adherence, and quality standards
• 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)
• Extensive work experience within own function
• Work is frequently completed without established procedures
• Works independently
• May act as a resource for others
• May coordinate others' activities