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Senior Customer Service Representative - Sugar Land, TX
| Hours | Full-time, Part-time |
|---|---|
| Location | Sugar land, TX Sugar land, Texas |
About this job
You want more challenge. You want more opportunity. You want more reasons to head in to work every day. We want more people like you. UnitedHealth Group Customer Care Centers are home to a team that lives and breathes restless. We're still finding ways to outdo what we did yesterday. And that's what makes us one of the fastest growing businesses in the country and the world. Now it's time to discover how our continuous expansion can drive incredible growth in your career.
Our Customer Service Representatives work hard to build trusted relationships with members across their health care lifecycle. This includes assisting in plan selection and enrollment, educating members about management of their health and well-being, helping members to maximize health plan benefits and personal health care dollars and owning customer service inquiries through to resolution.
The Senior Customer Service Representative is responsible for handling all incoming Billing and Eligibility phone calls and for serving as the primary customer interface for departmental inquiries.
This position is full-time (40 hours/week) with our site Hours of Operation from 7:00 am to 7:00 pm Monday - Friday with the ability to work occasional overtime, weekends, and holidays as needed. We do require our employees to be flexible enough to work any shift, any day of the week during those hours.
Responsibilities:
- Ensures quality customer service for internal and external customers:
- Responds to incoming customer service requests, both verbal and written.
- Identifies and assesses customers' needs quickly and accurately.
- Solves problems systematically, using sound business judgment.
- Partners with other billing and eligibility department representatives to resolve complex customer service inquiries.
- Monitors delegated customer service issues to ensure timely and accurate resolution.
- Applies appropriate communication techniques when responding to customers, particularly in stressful situations.
- Informs and educates new customers regarding billing/invoicing set up and billing/payment procedures.
- Places outgoing phone calls to complete follow-up on customer service requests as necessary.
- Responds to customer service inquiries in writing as necessary.
- Processes member terminations (i.e. phone disenrollment).
- Establishes and demonstrates competency in eligibility, billing and receivable systems and associated applications. Implements customer service strategies and recommends related improvements/enhancements.
- Maintains timely, accurate documentation for all appropriate transactions.
- Makes corrections and adjustments.
- Consistently meets established productivity, schedule adherence, and quality standards.
- Proactively seeks to further develop billing and accounts receivable competencies.
- Keeps management abreast of all outstanding issues.
- Adapts procedures, processes, and techniques to meet the more complex position requirements.
- Participates in load balancing.
- Addresses special (ad-hoc) projects as appropriate.
- Seeks involvement in continuous quality improvement initiatives.
- Ensures quality customer service for internal and external customers.
Requirements
- 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
- An education level of at least a high school diploma or GED OR 10 years of equivalent working experience
- Authorization to work in the United States
- Available to work 40 hours per week anytime within the operating hours of the site of 7:00am to 7:00pm, Monday-Friday
- 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
- Ability to remain focused and productive each day though tasks may be repetitive
- Willing to work and contribute in a team environment.
- Ability to execute own assignments under direction of experienced staff.
- Ability to balance and prioritize multiple tasks.
- Flexible to change.
- Responsive to management's requests and suggestion; takes direction.
- Develops goals for self and monitors progress.
- Seeks assistance as appropriate.
- Ability to trouble-shoot problems.
- Completes assignments thoroughly, accurately and on time.
- Demonstrates the potential for development of strong written and verbal communication skills.
- Persists at tasks and maintains high energy level.
- Listens effectively.
- Seeks additional job responsibilities.
- Demonstrated ability in customer service problem resolution and relationship building.
- Demonstrates advanced knowledge of Billing/Finance and Eligibility processes, practices and concepts.
- Has firm understanding of the problems and issues of clients and the business environment.
- Demonstrates customer education and negotiation skills.
- Basic knowledge of managed care industry preferred.
- Demonstrates basic analytical skills.
- Orientation towards team environment.
Physical 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
There are several steps in our hiring process - it's a thorough process because we want to ensure the best job and culture fit for you and for us. In today's ultra-competitive job market, the importance of putting your best foot forward is more important than ever. And you can start by completing all required sections of your application. (i.e. profile, history, certifications and application/job questions). Once you submit your resume, you'll receive an email with next steps. This may include a link for an on-line pre-screening test that we ask you to complete as part of our selection process. You may also be asked to complete a digital video interview, but we will offer full instructions and tips to help you. After you have completed all of these steps, you can check on the status of your application at any time, but you will also be notified via e-mail.
Careers with UnitedHealthcare. Let's talk about opportunity. Start with a Fortune 14 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.SM
Diversity creates a healthier atmosphere: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.
UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.
Keywords: customer service representative, customer service, CSR, UnitedHealth Group, call center, UnitedHealthcare, health care, office, phone support, training class
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