Senior Customer Service Representative - Miramar, FL

Position Description:

Welcome to 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.UnitedHealth Group is working to create the health care system of tomorrow. Already Fortune 25, 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.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.Primary 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.
Responsible for collaborating and telecommunicating with members to coordinate order deliveries and payment, support member adherence services, and provides customer service for Specialty medications.
Delivers superior customer service
Performs outbound calls and receives inbound calls to coordinate member orders
Responds effectively and efficiently to urgent member needs and demonstrates professionalism in this environment
Understands and supports regimen of sequence to prioritize medication and supply orders; coordinates order shipments accordingly
Exercises positive team collaboration across all Specialty pharmacy service functions to ensure order timeliness and supports quality and service metric achievement
Performs other duties as assigned and within scope of practice
Knowledge, Skills, and Abilities (including Core Competencies)
Good verbal and written communication skills
Strong customer service skills
Strong teamwork and cooperation skills
Basic knowledge of medical terminology
Proficient computer and organizational skills with the ability to focus on workload and achievement of both production and quality objectives

Required Qualifications:

High School Diploma or GED
Florida PHT License and/or CPhT from the Pharmacy Technician Certification Board (PTCB)
1 + year of Customer Service experience analyzing and solving customer's problems, OR 1 + year of experience in an office setting environment using the telephone and computer as the primary instruments to perform job duties           
1+ years of experience navigating a computer while on the phone            
Experience with Windows PC applications, which includes the ability to learn new and complex computer system applications           
1+ years of experience working as a Pharmacy Technician            
Soft Skills:

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
Requirements of 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 
Take the next step, online at: www.yourlifesbestwork.com UnitedHealth Group is working to create the health care system of tomorrow. Already Fortune 6, 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.Come to UnitedHealth Group, and share your ideas and your passion for doing more. We have roles that will fit your skills and knowledge. We have diverse opportunities that will fit your dreams.
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.