Customer Service Representative - TRICARE - Colorado Springs, CO - Full-time / Part-time

Help us provide the best service to those who have served.

This is an opportunity to share in something special; an opportunity for you to serve those families who have made our nation stronger. When you join UnitedHealthcare Military & Veterans, you'll make a difference in the lives, health and well-being of more than 9 million active duty military members and their families enrolled in the TRICARE military health plan. Bring your call center or customer service experience and in return we offer the training and development you need to build the successful career you want. Training classes start soon - apply today!

Our Customer Service Representatives work hard to build trusted relationships with members across their health care lifecycle. This includes assisting in plan selection and enrollment, educating members about management of their health and well-being, helping members to maximize health plan benefits and personal health care dollars and owning customer service inquiries through to resolution.

This position is full-time (40 hours/week) with our site Hours of Operation from 6:00 am to 8:00 pm Monday - Friday. We do require our employees to be flexible enough to work any shift, any day of the week during those hours.  

Responsibilities:

• 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


• 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, caller satisfaction, first call resolution and attendance 

Qualifications:

• Minimum 1 year customer service experience or 1 year 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 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 (6:00am to 8:00pm,  Monday - Friday) including the training period, where lunches and breaks are scheduled.


• All new hires will be required to successful complete the Customer Service Representative training classes and demonstrate proficiency of the material


• United States Citizenship required


• Ability to obtain favorable approval from Department of Defense clearance process(see below)

Because of UnitedHealth Group's contract with the Department of Defense to administer healthcare benefits for military personnel, all new employees are required to undergo an additional employment clearance.   This clearance process called the National Agency Check or NAC requires US citizenship and proof of approval from the Department of Defense.  This process can take 3 - 6 months for a final decision, so candidates may begin employment on an interim clearance.  However, failure to obtain final NAC approval will result in termination from this role.

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.

 

UnitedHealthcare Military & Veterans is part of the family of companies that make UnitedHealth Group one of the leaders across the US health care system.

We serve those who serve our nation, providing quality health care services to millions of military beneficiaries across the (list region post award).

Our commitment to helping people live healthier lives, and to continue the honor, satisfaction, and quality of the TRICARE military health benefit program is greater than ever. Our efforts complement the Military Health System to demonstrate the best blend of public and private health care solutions.

It's not just business as usual. It is one of our proudest endeavors.

If you're ready to help make health care work better for those who serve our nation. If you are smart, creative, and committed. If you want to make a difference. Consider being part of the elite team at UnitedHealth care Military & Veterans.

This is an opportunity to share in something special; a chance for all of us to serve, to excel, and to know that we've made a difference for those families who have made our nation stronger.

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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