Senior Correspondence Customer Service Representative - Boston, MA - Full-time / Part-time

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This is your chance to take your customer service career to the next level. At Optum, we’re changing the way health care works for the better and we want motivated people like you to join us. You'll find unrivaled support and training as well as a wealth of growth and development opportunities driven by your performance and limited only by your imagination. Join us. There's no better place to help people live healthier lives while doing your life’s best work.SM
 
As a Senior Correspondence Customer Service Representative, you'll compassionately deliver an exceptional experience to between 10 to 30 callers per day, always remembering that there is a real person on the other end of the phone who is looking for help, guidance, and support. You'll also provide support to your team members by serving as a resource or subject matter expert.  Both of these are opportunities for you to identify and exceed our customer expectations by committing to and building strong relationships internally and externally. At the end, you’ll know you performed with integrity and delivered the best customer service experience making all your customers and team members feel better because they talked to you.

This position is full-time (40 hours/week) Monday -Friday. Employees are required to have flexibility to work any of our 8 hour shift schedules during our normal business hours of (8am EST to 6pm EST). It may be necessary, given the business need, to work occasional overtime. Our office is located at 1325 Boylston Street, Boston, MA 02215.
 
What are the reasons to consider working for UnitedHealth Group? Put it all together - performance based pay, a full and comprehensive benefit program, performance rewards, and a management team who demonstrates their commitment to your success.  
Some of our offerings include: 

18 days of Paid Time Off which you start to accrue with your first pay period plus 8 Paid Holidays
Medical Plan options along with participation in a Health Spending Account or a Health Saving account
Dental, Vision, Life& AD&D Insurance along with Short-term disability and Long-Term Disability coverage
401(k) Savings Plan, Employee Stock Purchase Plan
Education Reimbursement - up to $5,250 per calendar year for job-related coursework
Assistance Plan
Discounts
Employee Assistance Program
Employee Referral Bonus Program
Voluntary Benefits (pet insurance, legal insurance, LTC Insurance, etc.)
More information can be downloaded at: http://uhg.hr/uhgbenefits
Primary Responsibilities:


Serve as a resource or Subject Matter Expert (SME) for other team members or internal customers

Handle escalated calls, resolving more complex customer issues in a one and done manner

Answer incoming phone calls from customers and identify the type of assistance the customer needs (i.e. benefit and eligibility, billing and payments, authorizations for treatment and explanation of benefits (EOBs)

Ask appropriate questions and listen actively to identify specific questions or issues while documenting required information in computer systems

Identify and communicate steps/solutions to customer questions/issues by applying appropriate problem-solving skills and established guidelines, where available using appropriate contact channels (e.g., letters, telephone, email and/or web chat)

Intervene with care providers (doctor’s offices) on behalf of the customer to assist with appointment scheduling or connections with internal specialists for assistance when needed

Assist customers in navigating UnitedHealth Group websites and encourage and reassure them to become self-sufficient

Own problem through to resolution on behalf of the customer in real time or through comprehensive and timely follow-up with the member

Research complex issues across multiple databases and work with support resources to resolve customer issues and/or partner with others to resolve escalated issues 

Provide education and status on previously submitted pre-authorizations or pre-determination requests

Meet the performance goals established for the position in the areas of: efficiency, call quality, provider satisfaction, first call resolution and attendance 

Required Qualifications:


An education level of at least a high school diploma or GED OR 10 years of equivalent working experience

Familiarity with computer and Windows PC applications, which includes the ability to learn new and complex computer system applications

Ability to multi-task duties as well as the ability to understand multiple products and multiple levels of benefits within each product

Ability to work regularly scheduled shifts within our hours of operation including the training period, where lunches and breaks are scheduled, with the flexibility to adjust daily schedule, and work over-time and/or weekends, as needed

All new hires will be required to successful complete the Customer Service training classes and demonstrate proficiency of the material
Preferred Qualifications:

1 year Customer Service Representative (CSR) experience or 1 year experience in an office setting, call center setting or phone support role
Spanish Bilingual
Previous claims experience
 
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. http://uhg.hr/OurApplicationProcess 
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.
 
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