Senior Customer Service Representative - Phoenix, AZ
April 4, 2018
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.The Customer Service Representative - DSNP Retention Team is responsible for handling all incoming Billing and Eligibility phone calls and for serving as the primary customer interface for departmental inquiries.Primary Responsibilities: Ensures quality customer service for internal and external customersResponds to incoming customer service requests, both verbal and writtenIdentifies and assesses customers' needs quickly and accuratelySolves problems systematically, using sound business judgmentPartners with other billing and eligibility department representatives to resolve complex customer service inquiriesMonitors delegated customer service issues to ensure timely and accurate resolutionApplies appropriate communication techniques when responding to customers, particularly in stressful situationsPlaces outgoing phone calls to complete follow-up on customer service requests as necessaryResponds to customer service inquiries in writing as necessaryEstablishes and demonstrates competency in eligibility, billing and receivable systems and associated applications Implements customer service strategies and recommends related improvements / enhancementsMaintains timely, accurate documentation for all appropriate transactionsMakes corrections and adjustmentsConsistently meets established productivity, schedule adherence, and quality standardsProactively seeks to further develop billing and accounts receivable competenciesKeeps management abreast of all outstanding issuesAdapts procedures, processes, and techniques to meet the more complex position requirementsAddresses special (ad-hoc) projects as appropriateSeeks involvement in continuous quality improvement initiativesEnsures quality customer service for internal and external customersWork via an auto-dialer or manually dial members as identified by the Clinical Quality team to remind the member of a gap in their care according to evidence based medicine guidelines and assist the member with barriers they may have to addressing their health needsFollowing a call anatomy, connect with the member to establish a trusting relationship and, utilizing job aids and critical thinking skills, assess the barriers that are prohibiting the member from seeking the proper care, and answer members question about benefitsIf Barrier to Care is provider related the agent will assist the member with finding a new doctor and working with provider's office to set up new appointmentIf Member is identified as having an issue meeting basic needs the agent would help connect the member to community resourcesResponsible for the resolution of escalated member calls that are received by the call center. This could include connecting members with community resources, assisting members to locate a specialist, supporting the intake and resolution of appeals and grievances or resolving other nonstandard member requestsWhen appropriate, agents would need to escalate members to social or clinical resources for members requiring more specialized supportWork offline to resolve member barriers to care requiring more research and follow-up with the member to help remove care barriersWork via an auto-dialer, contact newly enrolled members as identified by the Business Intelligence team to welcome them to our health plans. The primary goal of this interaction is to develop a positive relationship and ensure the member has the information and documentation they need to have a positive experience as our memberWelcome the member to their respective health plan by verifying key information about the member (home address, PCP assignment, etc.) and discussing the benefits available through the planWhen appropriate, encourage members to appropriately utilize services in an effort to improve the health and wellbeing of all members. This might include education about the importance of using the ER only in true emergenciesComplete a Health Risk Assessment following the UnitedHealthcare national standard HRA as programmed into CareOne and the HRA database (when necessary)When possible, correct member information in our databases, including the member's address, PCP assignmentWhen possible, order replacement member materials (ID cards, welcome packets) if a member reports that they have not received them or if the member has had a change of addressWhen necessary, transfer the member to: member services for advance benefits questions or Care management, if the member has an emergent physical health need or to Optum, if the member has an emergent behavioral health need. If unable to transfer the member, provide the member with the appropriate phone number to contact the resources they need for assistanceDocument member responses and call outcomes in the auto-dialer, Access Database, or CareOne as appropriate
Required Qualifications:High School Diploma / GED (or higher)1+ years of customer service experience analyzing and solving customer problems, or 1+ years of experience in an office setting environment using the telephone and computer as the primary instruments to perform job duties2+ years of experience with Internet Explorer2+ years of experience with Microsoft Excel including data entry, sorting, creating, and modifying spreadsheets2+ years of experience with Microsoft Word including data entry and documentation creation2+ years of experience with Microsoft Outlook including email communications and calendarAvailable to work 40 hours per week anytime within the operating hours of the site 7:00am - 7:00pm Monday through FridayPreferred Qualifications:Fluent in Spanish and EnglishKnowledge of managed care industryHealthcare experienceKnowledge of Billing / Finance and Eligibility processes, practices and conceptsPhysical Requirements and 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 computerService center environment with moderate noise level due to Representatives talking, computers, printers, and floor activityCareers at UnitedHealthcare Community & State. Challenge brings out the best in us. It also attracts the best. That's why you'll find some of the most amazingly talented people in health care here. We serve the health care needs of low income adults and children with debilitating illnesses such as cardiovascular disease, diabetes, HIV / AIDS and high-risk pregnancy. Our holistic, outcomes-based approach considers social, behavioral, economic, physical and environmental factors. Join us. Work with proactive health care, community and government partners to heal health care and create positive change for those who need it most. This is the place to do your life's best work. Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity/Affirmative Action employer and 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, Health care, Office, Phone Support, Training Class, Customer Service Advocate, Customer Service Rep, SME, Senior, SR, Bilingual, Spanish
Internal Number: 757413
About UnitedHealth Group
Our mission is to help people live healthier lives and to help make the health system work better for everyone.- We seek to enhance the performance of the health system and improve the overall health and well-being of the people we serve and their communities. - We work with health care professionals and other key partners to expand access to quality health care so people get the care they need at an affordable price. - We support the physician/patient relationship and empower people with the information, guidance and tools they need to make personal health choices and decisions.