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Hours Full-time, Part-time
Location Franklin, TN
Franklin, Tennessee

About this job

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.

Energize
your career with one of health care's fastest growing companies.  



 



You
dream of a great career with a great company – where you can make an impact and
help people.  We dream of giving you the
opportunity to do just this.  And with
the incredible growth of our business, it's a dream that definitely can come
true. Already one of the world's leading health care companies, UnitedHealth
Group is restlessly pursuing new ways to operate our service centers, improve
our service levels and help people lead healthier lives.  We live for the opportunity to make a difference
and right now, we are living it up.



 



This
opportunity is with one of our most exciting business areas: Optum –a growing
part of our family of companies that make UnitedHealth Group a Fortune 17 leader. 


Optum helps nearly 60
million Americans live their lives to the fullest by educating them about their
symptoms, conditions and treatments; helping them to navigate the system,
finance their health care needs and stay on track with their health goals. No
other business touches so many lives in such a positive way. And we do it all
with every action focused on our shared values of Integrity, Compassion,
Relationships, Innovation & Performance.


The 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.

Operations Schedulers will handle a variety of questions, and be expected to remain flexible for scheduling purposes. To support west coast business, some shifts require availability from 10:00am - 7:00pm local time (Central).

Positions in this function are responsible for providing expertise and customer service support to members, customers, and/or providers. Direct phone-based customer interaction to answer and resolve a wide variety of 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. 
  • Extensive work experience within own function.
  • Work is frequently completed without established procedures.
  • Works independently.
  • May act as a resource for others. 
  • May coordinate others activities.

Requirements

Requirements:
  • High school diploma or GED
  • 2+ year of customer service experience analyzing and solving customer problems
  • Intermediate level of proficiency with MS Word, Excel, Outlook, Access, and Mapping (Word – creating Word documents; Excel – creating spreadsheets; Outlook – emailing, calendaring, etc.; Access – database toggling; Mapping – planning and scheduling appointments for members)
  • Authorization to work in the United States
  • Available to work 40 hours per week anytime within the operating hours of the site 
Assets:
  • Healthcare experience is preferred
  • Intermediate level of proficiency with MS PowerPoint is preferred
  • Call center experience is preferred
  • Bilingual (English and Spanish) is preferred 
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 

Take the next step, online at: www.yourlifesbestwork.com 

At
Optum, you will perform within an
innovative culture that's focused on transformational change in the health care
system. You will leverage your skills across a diverse and multi-faceted
business. And you will make contributions that will have an impact that's
greater than you've ever imagined.


Diversity creates a healthier atmosphere: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, or disability status.

UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment. In addition, employees in certain positions are subject to random drug testing.