Senior Customer Service Representative - Eden Prairie, MN (St. Paul/Minneapolis)

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 14, 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.

A Senior Customer Service
Representative position answers inbound calls, emails, and faxes from
physicians, clients, and members relating primarily to Claims and Patient
information regarding Complex Medical Conditions, such as Transplantation and
Cancer. Position requires using in-depth problem solving while ensuring a high
level of customer satisfaction and maximizing productivity. 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. Our mission is
to help people live their lives to the fullest. Our values are Integrity,
Compassion, Relationships, Innovation, and Performance.

Primary Responsibilities:

• Answering incoming phone lines, faxes, emails, and
  voicemail daily, providing members and providers with basic OptumHealth
  information and benefit plans, helping them with questions and access to
  receiving services/products in a professional and timely manner
• Utilizes multiple systems to attempt to resolve the
  issue on the call
• Routes those issues unable to resolve to the
  appropriate team for resolution
• Quickly and accurately identify and assess individual
  physician and customer needs and take appropriate action steps to satisfy
  those needs
• Solve problems systematically, using sound business
  judgment, and following through on commitments
• Respond to customers in a polite and courteous manner,
  projecting patience, empathy, caring, and sincerity in voice tone and
  words
• Establish rapport over the phone quickly, and remain
  positive and upbeat 
• Outstanding attendance record is critical, punctual
  adherence to scheduled work start times
• Consistently meet established productivity, schedule
  adherence, and quality standards
• Demonstrate the ability to build and maintain
  productive working relationships with others and contribute as an
  effective staff member in a small, close-knit work group
• Establish and maintain control of inbound calls
• Utilize any 'down' time to respond in writing to
  provider inquiries using pre-approved letters and secure email
• Use UHG technology to track, route and retrieve
  information
• Demonstrate strong data entry skills and proficiency
  use of a PC
• Answering incoming phone lines, faxes, emails, and
  voicemail daily, providing members and providers with basic OptumHealth
  information and benefit plans, helping them with questions and access to
  receiving services/products in a professional and timely manner
• Researches and adds accurate benefit information to
  databases to aid other staff (clinical and non-clinical) in appropriately
  assisting members
• Ensure a high level of customer service and maximizing
  productivity
• Build knowledge of the healthcare insurance industry
  and medical terminology
• Proficient with healthcare databases
• Work is frequently completed without established procedures
• Works independently
• May act as a resource for others
• Applies knowledge/skills to a range of moderately
  complex activities
• Proactively identifies solutions to non-standard
  requests
• Works with team to solve complex problems

• High School Diploma/ GED with 2+ years
  of telephonic customer service experience within a call center OR a
  Bachelor's degree is required
• Typing 40+ wpm (words per minute) is required
• 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

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




Careers with Optum. Here's the idea. We built an entire organization
around one giant objective; make the health system work better for everyone. So
when it comes to how we use the world's large accumulation of health-related
information, or guide health and lifestyle choices or manage pharmacy benefits
for millions, our first goal is to leap beyond the status quo and uncover new
ways to serve. Optum, part of the UnitedHealth Group family of businesses,
brings together some of the greatest minds and most advanced ideas on where
health care has to go in order to reach its fullest potential. For you, that
means working on high performance teams against sophisticated challenges that
matter. Optum, incredible ideas in one incredible company and a singular
opportunity to do your life's best work.

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.