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Customer Service Representative - Houston, TX - Full-time / Part-time
| Hours | Full-time, Part-time |
|---|---|
| Location | Houston, TX Houston, Texas |
About this job
Energize
your career with one of Healthcare'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 Healthcare 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 healthcare 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.
Don't wait to apply ? we have training classes starting soon that are designed to set you up for success!
Positions in this function, through phone support,
include those responsible for, initial triage of members, administrative
intake of members or managing the admission/discharge information
post-notification, working with hospitals and the clinical team.
Includes managing incoming calls, managing requests for services from
providers/members, providing information on available network services
and transferring members as appropriate to clinical staff. Manages the
referrals process, processes incoming and outgoing referrals, and prior
authorizations. This position also includes intake, and notification
roles as well as managing calls and resolution of claims/customer
service issues, and benefits inquiries.
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.
- Respond to and resolve on the first call, customer service inquires and issues by identifying the topic and type of assistance the caller needs such as benefits, eligibility and claims, financial spending accounts and correspondence.
- Help guide and educate customers about the fundamentals and benefits of consumer-driven health care topics to include managing their health and well-being by selecting the best benefit plan options, maximizing the value of their health plan benefits and choosing a quality care provider
- 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 myuhc.com and other 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, customer satisfaction, first call resolution and attendance
- Moderate work experience within own function.
- Some work is completed without established procedures.
- Basic tasks are completed without review by others.
- Supervision/guidance is required for higher level tasks.
Requirements
- An education level of at least a high school diploma or GED OR 10 years of equivalent working experience
- 1+ year Customer Service experience
- 1+ year of proficient conflict management skills to include ability
to resolve issues in a stressful situation and demonstrating personal
resilience - 1+ year of proficient problem solving approach to quickly assess current state and formulate recommendations
- 1+
year of proficiency in translating healthcare-related jargon and
complex processes into simple, step-by-step instructions customers can
understand and act upon
- Health care experience preferred
- Associate degree or higher preferred
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.
At
Optum, you will perform within an
innovative culture that's focused on transformational change in the Healthcare
system. You will leverage your skills across a diverse and multifaceted
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, 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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