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Senior Customer Service Advocate - Duluth, MN
•30 days ago
| Hours | Full-time, Part-time |
|---|---|
| Location | Duluth, MN Duluth, Minnesota |
About this job
Grow your career with an industry leader! We have training classes starting soon. Apply now!
You love problem solving and you love helping people. How about a career where you can do both? As a member of UnitedHealthcare's elite customer service team, you'll work directly with our customers to help them navigate the health care system. You'll be empowered to resolve the most complex health care related concerns, helping to connect the dots for our customers. Your ability to provide exceptional customer service will truly make a difference in the lives of our members. Join us and start doing your life's best work.SM
This position is full-time (40 hours/week) with our site Hours of Operation from 7:00 am to 7:00 pm Monday - Friday. We do require our employees to be flexible enough to work any shift, any day of the week during those hours.
The Senior Customer Service Advocate is responsible for handling all incoming Billing and Eligibility phone calls and for serving as the primary customer interface for departmental inquiries.
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.
Requirements
Required Qualifications:
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.
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.SM
- Minimum 1 year prior customer service experience OR 1 year prior experience in an office setting, call center setting or phone support role
- 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 navigate a computer while on the phone
- 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
- Ability to work regularly scheduled shifts within our hours of operation (7am to 7pm, Monday-Friday) 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 successfully complete the UnitedHealthcare Customer Service Representative training classes and demonstrate proficiency of the material
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.
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.SM
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.
Keywords: customer service representative, customer service, CSR, UnitedHealth Group, call center, UnitedHealthcare, Provider Services, health care, office, phone support, training class
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