Associate Enrollment/Eligibility Representative - Cincinnati, OH - Full-time / Part-time

Position Description:

 

Working
in Operations at UnitedHealth Group is 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.(sm)



The Associate
Enrollment/Eligibility Representative now known as Customer First
Representative (CFR) is responsible for answering incoming calls from
customers, with an energetic, positive, friendly, yet in a professional manner,
ensuring a high level of customer service and maximizing productivity. 
This position is responsible for providing expertise and customer service
support to members and customers through direct phone-based service interaction
answering and resolving a variety of inquiries.

 

Primary
Responsibilities: 


Resolve customer service
inquiries which include member eligibility information.
Provide the very best customer
service to internal/external customers. (Approximately 30-40 calls per
day).
Constantly meet established
productivity, schedule adherence, and quality standards
Update enrollment based on
customer request.
Recognize when to seek help for
difficult situations from supervisor or senior enrollment representative.
Ability to work in a team
environment in multiple locations
Must be able to take control of
the call while projecting a warm, customer-friendly tone.
Must address the emotional
needs of the caller as well as follow effective phone procedures, using
words and phrases that convey to the caller that you truly want to help them.
Ability to remain professional
and empathetic during challenging calls.
Ability to remain focused and
productive each day though tasks may be repetitive.

Required Qualifications:

High
School Diploma or GED.2+
years of Customer Service experience6+
months of basic work experience with computer and Windows PC applications6+
months experience using Microsoft Word (letter writing using templates)6+
months experience using Microsoft Excel (filter, sorting, create
basic spreadsheets)2+
years of Alpha/Numeric data entry experience 

Preferred
Qualifications:

Microsoft Access
experience (data entry)

Soft
Skills:

Ability
to multi-task, this includes the ability to navigate a computer while on
the phone.Outstanding
written and oral communication skills to be applied to customers, members
and in a team environment.Ability
to work accurately and efficiently to meet necessary deadlines with
minimal supervision.Ability
to learn new and complex computer system applications.Work
in a continuously changing 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.Ability
to work overtime if necessary.Very
fast paced office setting and multitasking environment.
Careers at UnitedHealthcare Employer & Individual. We all want to make a difference with the work we do. Sometimes we're presented with an opportunity to make a difference on a scale we couldn't imagine. Here, you get that opportunity every day. As a member of one of our elite teams, you'll provide the ideas and solutions that help nearly 25 million customers live healthier lives. You'll help write the next chapter in the history of health care. And you'll find a wealth of open doors and career paths that will take you as far as you want to go. Go further. This is your life's best work.SM
Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity/Affirmative Action employer and 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.