Senior Customer Service Representative - Duluth, MN - Full-time / Part-time

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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

 

Responsibilities:

• Handle escalated emails/calls resolving more complex customer issues in a one and done manner
• Demonstrate outstanding service to identify the source of the issue and work to resolve customer inquiries and issues in a timely and professional manner, related to benefits, eligibility and claims, financial spending accounts and correspondence
• Help guide and educate customers about the fundamentals and the benefits to them 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 eligibility issues, claims corrections and billing concerns
• 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

Requirements:

• 1 year Customer Service Representative (CSR) experience or 1 year experience in an office setting, call center setting or phone support role preferred, but not required
• An education level of at least a high school diploma or GED OR 5+ years of equivalent working experience
• Demonstrated ability in using computer and Windows PC applications, which includes strong keyboard and navigation skills and learning new computer programs

 

Soft Skills:

• Demonstrated ability to quickly build rapport and respond to customers in a compassionate manner by identifying and exceeding customer expectations (responding in respectful, timely manners, consistently meeting commitments)
• Demonstrated ability to listen skillfully, collect relevant information, determine immediate requests and identify the current and future needs of the member
• Proficient problem solving approach to quickly assess current state and formulate recommendations
• Proficient in translating healthcare-related jargon and complex processes into simple, step-by-step instructions customers can understand and act upon
• Flexibility to customize approach to meet all types of member communication styles and personalities
• Proficient conflict management skills to include ability to resolve issues in a stressful situation and demonstrating personal resilience
• Ability to work regularly scheduled shifts within our hours of operation 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 successful complete the Customer Service training classes and demonstrate proficiency of the material

Careers with UnitedHealthcare. Let's talk about opportunity. Start with a Fortune 6 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