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Call Center Customer Service Representative (Inbound and Outbound) - Franklin, TN - Full-time / Part-time
| Hours | Full-time, Part-time |
|---|---|
| Location | Franklin, TN Franklin, Tennessee |
About this job
Position Description:
Energize your career with one of Healthcare's fastest growing companies.
You dream of a great career with a great company - where you can make an impact and help people. We dream of giving you the opportunity to do just this. And with the incredible growth of our business, it's a dream that definitely can come true. Already one of the world's leading Healthcare companies, UnitedHealth Group is restlessly pursuing new ways to operate our Service Centers, improve our Service levels and help people lead healthier lives. We live for the opportunity to make a difference and right now, we are living it up.
This opportunity is with one of our most exciting business areas: Optum - a growing part of our family of companies that make UnitedHealth Group a Fortune 14 leader.
Optum helps nearly 60 million Americans live their lives to the fullest by educating them about their symptoms, conditions, and treatments; helping them to navigate the system, finance their Healthcare needs, and stay on track with their Health goals. No other business touches so many lives in such a positive way. And we do it all with every action focused on our shared values of Integrity, Compassion, Relationships, Innovation, and Performance.
The purpose of the Call Center Customer Service Representative (Inbound and Outbound) is to provide expertise and customer service to members, customers, and or providers pertaining to scheduling pharmacy appointments, discuss benefit related questions, and/or obtain important follow up information from providers. Direct phone-based customer interaction to answer and resolve a wide variety of inquiries.
Primary Responsibilities:
- Enhancing our valued members experience within their specific health plan
- Conduct a high volume of outbound calls to members, and possibly providers, of United Healthcare and Care Improvement Plus health plans.
- Schedule pharmacy telephonic appointments, discuss benefit related questions, and/or obtain important follow up information from providers.
- Answer inbound calls from members and assist with plan-specific inquiries.
- Route calls to appropriate department(s).
- Validating member/provider demographic information and obtaining additional member/provider data via specific plan scripting
- Document the member(s) record with accurate information obtained on the call.
- Ensures that appointments are scheduled accurately following department policies and procedures.
- Resolves scheduling issues or concerns.
- Works on special projects within the department as assigned.
Requirements
Required Qualifications:
- High School Diploma/GED.
- 1+ year of Customer Service experience OR 1+ year of experience working in a high volume Call Center environment.
- Must be able to create, copy, edit, send & save using Word, Excel & Outlook.
- Must be able to type and talk at the same time and navigate through multiple screens.
- Ability to maintain confidentiality and adhere to HIPAA requirements.
- Must be able to work the designated shift and overtime as needed.
- Available to work 40 hours per week within the operating hours of the site of 8:00am to 8:00pm, Monday-Friday.
Preferred Qualifications:
- Bilingual fluency in English and Spanish.
- Experience working in a metric driven work environment.
- Experience working in a customer retention focused role.
- Experience using an auto dialer system.
- Experience working in the Healthcare Industry.
- Experience working with Medicaid or Medicare.
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.SM
UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.
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