Customer Service Representative - Pittsburgh, PA

Position Description:
UnitedHealth
Group is working to create the health care system of tomorrow and you
can help. Already Fortune 17, 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.  Join with us and start doing your life's best work.

You
want more challenge. You want more opportunity. You're looking for that
chance to connect more with the customers you support. UnitedHealth
Group Customer Care Centers are home to a team focused on identifying
and exceeding our customer's expectations by building strong
relationships.   We're always finding ways to improve our service
experience and need thoughtful and considerate people like you to help
us do this. In turn, we provide support, training and development to
ensure you succeed in your role. Isn't it time for you to discover how
we can help support your career goals?

 

The
primary purpose of this position is to support the mission and goals of
UnitedHealthcare and the HARC by outreaching to our members and
ensuring they have the information they need to have a positive
experience as one of our members. In addition, the HARC rep will gather
key elements of information that will allow us to provide exceptional
customized service.

Primary Responsibilities: (While following all PHI and HIPAA guidelines)

• Work via an autodialer, contact newly enrolled members as identified
  by the Business Intelligence team to welcome them to our health plans.
  The primary goal of this interaction is to develop a positive
  relationship and ensure the member has the information and documentation
  they need to have a positive experience as our member.
• Follow a prescribed script (or use of talking points), welcome the
  member to their respective health plan by verifying key information
  about the member (home address, PCP assignment, etc.) and discussing the
  benefits available through the plan.
• When appropriate, encourage members to appropriately utilize
  services in an effort to improve the health and wellbeing of all
  members. This might include education about the importance of prenatal
  care or childhood immunizations and the importance of using the ER only
  in true emergencies.
• Complete a Health Risk Assessment following the UnitedHealthcare national standard HRA as programmed into CareOne.
• When possible, correct member information in our databases, including the member's address, PCP assignment.
• When possible, order replacement member materials (ID cards, welcome
  packets) if a member reports that they have not received them or if the
  member has had a change of address.
• When necessary, transfer the member to:
  
  • Member services for benefits or eligibility questions
  • Care Management, if the member has an emergent physical health need
  • Optum, if the member has an emergent behavioral health need
• If unable to transfer the member, provide the member with the
  appropriate phone number to contact the resources they need for
  assistance.
• Document member responses and call outcomes in the autodialer, Access Database, or CareOne as appropriate.
• Assist with projects and/or assignments designated by the Supervisor or Manager.
• Provide input into the development of policies and procedures that
  affect the program or department. Give input into improving member
  education strategies and materials.
• Actively participate in departmental quality improvement monitoring
  and other activities to promote the delivery of high quality services to
  all customers.
• Assist Supervisor with orientation/training of new employees as assigned.

• 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 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.

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.