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Our teams are helping people from around the world. We can bring out your best as you put your listening, analytical and problem-solving skills to work in a setting that is geared to helping improve lives and enhance health care for millions. Here, you’ll discover a wealth of pathways for professional growth within Customer Service, Billing, Claims, Enrollment & Eligibility, and across our global economy. Join us and find out why this is the place to do your life’s best work. Read employee reviews here
If you are located within the Central or Eastern time zone, you will have the flexibility to telecommute* (work from home) as you take on some tough challenges.
This position is full–time (40 hours/week) Monday – Friday. Employees are required to have the flexibility to work any of our 8-hour shift schedules during our normal business hours of 8:00 am – 9:00 pm EST. It may be necessary, given the business need, to work occasional overtime. The hours during training will be 8:00 am to 4:30 pm EST, Monday – Friday.
Primary 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
Own problem through to resolution on behalf of the customer in real-time or through comprehensive and timely follow-up with the member
Review and research incoming healthcare claims from members and providers (doctors, clinics, etc) by navigating multiple computer systems and platforms and verifies the data/information necessary for processing (e.g. pricing, prior authorizations, applicable benefits)
Ensure that the proper benefits are applied to each claim by using the appropriate processes and procedures (e.g. claims processing policies and procedures, grievance procedures, state mandates, CMS/Medicare guidelines, benefit plan documents/certificates)
Communicate and collaborate with members and providers to resolve issues, using clear, simple language to ensure understanding
Meet the performance goals established for the position in the areas of: efficiency, accuracy, quality, member satisfaction, and attendance
Required Qualifications:
High School Diploma / GED (or higher) OR 10+ years of equivalent working experience
All new hires will be required to successfully complete the Customer Service training classes and demonstrate proficiency of the material
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
If you need to enter a worksite for any reason, you will be required to screen for symptoms using the ProtectWell mobile app, Interactive Voice Response (i.e., entering your symptoms via phone system) or a similar UnitedHealth Group-approved symptom screener. When in a UnitedHealth Group building, employees are required to wear a mask in common areas. In addition, employees must comply with any state and local masking orders
Preferred Qualifications:
1+ years prior experience in an office setting, call center setting or phone support role.
If you are located within the state of Ohio, you will have the flexibility to telecommute* (work from home)
This position is full-time (40 hours/week) Monday – Friday. Employees are required to have the flexibility to work any of our 8-hour shift schedules during our normal business hours of 7:00 am – 8:00 pm EST. It may be necessary, given the business need, to work occasional overtime.
We offer 8 weeks of paid training. The hours during training will be 8:00 am to 5:00 pm, Monday – Friday. Training will be conducted virtually from your home.
This position is full-time (40 hours/week) Monday – Friday. Employees are required to have the flexibility to work any of our 8-hour shift schedules during our normal business hours of 7:00 am – 8:00 pm EST. It may be necessary, given the business need, to work occasional overtime.
We offer 8 weeks of paid training. The hours during training will be 8:00 am to 5:00 pm, Monday – Friday. Training will be conducted virtually from your home.
If you are located within the Central or Eastern time zone, you will have the flexibility to telecommute* (work from home)
In this role, you play a critical role in creating a quality experience for the callers that you connect with and those that you correspond with. Every interaction gives you that opportunity to improve the lives of our customers and exceed their expectations. You'll spend the majority of your day by responding to calls from our members and help answer questions and resolve issues regarding health care eligibility, claims, and payments. You'll also spend a portion of your time reviewing, researching, and processing healthcare claims with the goal to ensure that every claim has a fair and thorough review.
This position is full–time (40 hours/week) Monday – Friday. Employees are required to have the flexibility to work any of our 8-hour shift schedules during our normal business hours of 8:00 am – 6:00 pm EST. It may be necessary, given the business need, to work occasional overtime. The hours during training will be 8:00 am to 4:30 pm EST, Monday – Friday.
*All Telecommuters will be required to adhere to UnitedHealth Group’s Telecommuter Policy.
Primary 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
Own problem through to resolution on behalf of the customer in real-time or through comprehensive and timely follow-up with the member
Review and research incoming healthcare claims from members and providers (doctors, clinics, etc) by navigating multiple computer systems and platforms and verifies the data/information necessary for processing (e.g. pricing, prior authorizations, applicable benefits)
Ensure that the proper benefits are applied to each claim by using the appropriate processes and procedures (e.g. claims processing policies and procedures, grievance procedures, state mandates, CMS/Medicare guidelines, benefit plan documents/certificates)
Communicate and collaborate with members and providers to resolve issues, using clear, simple language to ensure understanding
Meet the performance goals established for the position in the areas of: efficiency, accuracy, quality, member satisfaction, and attendance
This role is equally challenging and rewarding. You'll interact with providers with the intent to develop a relationship with them. Within a high-volume setting, you'll need to develop knowledge of our various products and multiple levels of benefits within each product in order to best assist our providers/customers.
You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you a clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.
Required Qualifications:
High School Diploma / GED (or higher) OR 10+ years of equivalent working experience
All new hires will be required to successfully complete the Customer Service training classes and demonstrate proficiency of the material
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
Preferred Qualifications:
1+ years prior experience in an office setting, call center setting or phone support role
Telecommuting Requirements:
Reside within the Central or Eastern time zone
Required to have a dedicated work area established that is separated from other living areas and provides information privacy
Ability to keep all company sensitive documents secure (if applicable)
Must live in a location that can receive a UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet service
Soft Skills:
Demonstrated ability to quickly build rapport and respond to customers in a compassionate manner by identifying and exceeding customer expectations (responding in a respectful, timely manner, consistently meeting commitments)
Demonstrated ability to listen skillfully, collect relevant information, determine immediate requests and identify the current and future needs of the member
A proficient problem-solving approach to quickly assess the 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 the approach to meet all types of member communication styles and personalities
Proficient conflict management skills to include the ability to resolve issues in a stressful situation and demonstrating personal resilience.
Customer Service Representative – Work From Home – $750 Sign On BonusIf you are located within 120 miles of San Antonio, TX, you will have the flexibility to telecommute* (work from home
This position is full-time (40 hours/week) Monday – Friday. Employees are required to have the flexibility to work any of our 8-hour shift schedules during our normal business hours of 7:00 am – 8:00 pm CST. It may be necessary, given the business need, to work occasional overtime.
We offer 16-18 weeks of paid training. The hours during training will be 8:00am to 4:30pm Monday – Friday. Training will be conducted virtually from your home.
This role is equally challenging and rewarding. You’ll be called on to research complex issues pertaining to the caller’s health, status and potential plan options. To do this, you’ll need to navigate across multiple databases which requires fluency in computer navigation and toggling while confidently and compassionately engaging with the caller.
*All Telecommuters will be required to adhere to UnitedHealth Group’s Telecommuter Policy.
Primary Responsibilities:
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 select the best benefit plan options, maximize the value of their health plan benefits and choose a quality care provider
Initiate proactive outreach to members as needed, which may involve welcoming new members to our health plans, addressing gaps in care, reviewing coverage, and referring & enrolling them to internal specialists and programs based on their needs and eligibility
Contact care providers (doctor’s offices) on behalf of the customer to assist with appointment scheduling or connections with internal specialists for assistance
Assist customers in navigating myuhc.com and other UnitedHealth Group websites and encourage and reassure them to become self-sufficient
You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you a clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.
Required Qualifications:
High School Diploma / GED (or higher) OR equivalent work experience
Minimum of 3+ years of combined education, work and/or volunteer experience
Preferred Qualifications:
Health Care/Insurance environment (familiarity with medical terminology, health plan documents, or benefit plan design)
Social work, behavioral health, disease prevention, health promotion and behavior change (working with vulnerable populations)
Sales or account management experience
Customer Service Experience
Telecommuting Requirements:
Reside within 120-miles of San Antonio, TX
Required to have a dedicated work area established that is separated from other living areas and provides information privacy
Ability to keep all company sensitive documents secure (if applicable)
Must live in a location that can receive a UnitedHealth Group-approved high-speed internet connection or leverage an existing high-speed internet service.
If you are located in the state of Kentucky, you will have the flexibility to telecommute*
If other: M-F 8 am-6 pm EST —This position is full-time (40 hours/week) Monday – Friday. Employees are required to have the flexibility to work any of our 8-hour shift schedules during our normal business hours of 8:00 am – 6:00 pm EST. It may be necessary, given the business need, to work occasional overtime.
*All Telecommuters will be required to adhere to UnitedHealth Group’s Telecommuter Policy.
Primary Responsibilities:
Answer incoming phone calls from health care providers (i.e. physician offices, clinics) and identify the type of assistance the provider needs (EG. benefit and eligibility, billing and payments, authorizations for treatment, explanation of benefits)
Focus on resolving issues on the first call, navigating through complex computer systems to identify the status of the issue, and provide an appropriate response to caller
Deliver information and answer questions in a positive manner to facilitate strong relationships with providers and their staff
Complete the documentation necessary to track provider issues and facilitate the reporting of overall trends
This role is equally challenging and rewarding. You’ll interact with providers with the intent to develop a relationship with them. Within a high-volume setting, you’ll need to develop knowledge of our various products and multiple levels of benefits within each product in order to best assist our providers/customers.
You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you a clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.
Required Qualifications:
High school diploma / GED (or higher) OR equivalent work experience
Familiarity with computer and Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications
Demonstrated ability to listen skillfully, collect relevant information, build rapport and respond to customers in a compassionate manner
Skilled in problem-solving to quickly assess the current state and formulate recommendations
Preferred Qualifications:
1+ years of experience in a related environment (i.e. office, administrative, clerical, customer service, etc.) using phones and computers as the primary job tools
Prior health care experience
Telecommuting Requirements:
Reside within the state of Kentucky
Required to have a dedicated work area established that is separated from other living areas and provides information privacy
Ability to keep all company sensitive documents secure (if applicable)
Must live in a location that can receive a UnitedHealth Group-approved high-speed internet connection or leverage an existing high-speed internet service.
If you are located in Chico, CA, you will have the flexibility to telecommute* (work from home)
This position is full-time (40 hours/week) Monday – Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of (8:00 am – 5 pm PST). It may be necessary, given the business need, to work occasional overtime. Our office is located at UnitedHealth Group, 2080 E 20th St, Chico, CA 95928
We offer 8 weeks of paid training. The hours during training will be 7 am to 3:30 pm PST(times could change) Monday-Friday. Training will be conducted virtually from your home.
*All Telecommuters will be required to adhere to UnitedHealth Group’s Telecommuter Policy.
Primary Responsibilities:
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 select the best benefit plan options, maximize the value of their health plan benefits and choose a quality care provider
Contact care providers (doctor’s offices) on behalf of the customer to assist with appointment scheduling or connections with internal specialists for assistance
Assist customers in navigating myuhc.com and other UnitedHealth Group websites and encourage and reassure them to become self-sufficient
This role is equally challenging and rewarding. You’ll be called on to research complex issues pertaining to the caller’s health, status and potential plan options. To do this, you’ll need to navigate across multiple databases which requires fluency in computer navigation and toggling while confidently and compassionately engaging with the caller.
You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.
Required Qualifications:
High School Diploma / GED (or higher) OR equivalent work experience
Minimum of 3+ years of combined education, work and/or volunteer experience
Preferred Qualifications:
Health Care/Insurance environment (familiarity with medical terminology, health plan documents, or benefit plan design)
Social work, behavioral health, disease prevention, health promotion and behavior change (working with vulnerable populations)
Sales or account management experience
Customer Service Experience
Telecommuting Requirements:
Reside within Chico, CA
Required to have a dedicated work area established that is separated from other living areas and provides information privacy
Ability to keep all company sensitive documents secure (if applicable)
Must live in a location that can receive a UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet service
If you are located wthin the state of Texas, Florida or Virginia, you will have the flexibility to telecommute*
This position is full-time (40 hours/week) Monday – Saturday. Employees are required to have the flexibility to work any of our 8-hour shift schedules during our normal business hours of 8:00 am – 8:00 pm CST. It may be necessary, given the business need, to work occasional overtime. If you are located within the state of Texas, Virginia or Arizona, you will have the flexibility to telecommute* as you take on some tough challenges.
We offer 12 weeks of paid training. The hours during training will be 8:00 am to 4:30 pm CST Monday-Friday. Training will be conducted virtually from your home.
*All Telecommuters will be required to adhere to UnitedHealth Group’s Telecommuter Policy.
Primary Responsibilities:
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 select the best benefit plan options, maximize the value of their health plan benefits and choose a quality care provider
Contact care providers (doctor’s offices) on behalf of the customer to assist with appointment scheduling or connections with internal specialists for assistance
Assist customers in navigating myuhc.com and other UnitedHealth Group websites and encourage and reassure them to become self-sufficient
This role is equally challenging and rewarding. You’ll be called on to research complex issues pertaining to the caller’s health, status, and potential plan options. To do this, you’ll need to navigate across multiple databases which requires fluency in computer navigation and toggling while confidently and compassionately engaging with the caller.
You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you a clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.
Required Qualifications:
High School Diploma / GED (or higher) OR equivalent work experience
Minimum of 3+ years of combined education, work and/or volunteer experience
1+ years of experience in a related environment (i.e. office, administrative, clerical, customer service, etc.) using phones and computers as the primary job tools
Preferred Qualifications:
Health Care/Insurance environment (familiarity with medical terminology, health plan documents, or benefit plan design)
Social work, behavioral health, disease prevention, health promotion and behavior change (working with vulnerable populations)
Sales or account management experience
Customer Service Experience
Bilingual fluency in English and Spanish.
If you are located in the Harlingen, TX area, you will have the flexibility to telecommute (work from home).
This position is full-time (35-40 hours/week) Monday – Sunday. Employees are required to have the flexibility to work any of our 8-hour shift schedules during our normal business hours of 7:00 am – 10:00 pm CST, Sunday – Saturday. It may be necessary, given the business need, to work overtime. During our peak season (November-March), there is both mandatory and voluntary overtime based on call volume.
We offer 8 weeks of paid training. The hours during training will be 8:00 am to 4:30 pm CST Monday-Friday. Training will be conducted virtually from your home.
UnitedHealthcare is a well-managed company where success is evaluated on numerical metrics as well as core competencies. Successful team members will have a track record of being accountable, communicating with others, and being coachable. Key success measures will also include excellence in customer service and using time and resources efficiently.
Benefit advocates will need to work independently and with confidence to resolve member’s challenges.
*All Telecommuters will be required to adhere to UnitedHealth Group’s Telecommuter Policy.
Primary Responsibilities:
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, and correspondence.
Help guide and educate customers about the fundamentals and benefits of consumer-driven health care topics to select the best benefit plan options, maximize the value of their health plan benefits and choose a quality care provider.
Contact doctor’s offices, pharmacies, and medical groups on behalf of the customer to assist with questions, schedule appointments, and close gaps in care. Make outreaches where necessary to with internal specialists for assistance.
Assist customers in navigating myuhc.com and other UnitedHealth Group websites and encourage and reassure them to become self-sufficient.
You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you a clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.
Required Qualifications:
High School Diploma / GED (or higher) OR equivalent work experience
Minimum of 2+ years of combined education, work, and/or volunteer experience.
Preferred Qualifications:
Proficient in Microsoft Word (sending and receiving information and creating documents) and Microsoft Excel (creating spreadsheets)
Social work, behavioral health, disease prevention, health promotion and behavior change (working with vulnerable populations and Medicaid)
Health Care/Insurance environment (familiarity with medical terminology, health plan documents, or benefit plan design)
Sales or account management experience
Customer Service Experience
Telecommuting Requirements:
Must reside within the Harlingen, TX area
Required to have a dedicated work area established that is separated from other living areas and provides information privacy
Ability to keep all company sensitive documents secure (if applicable)
Must live in a location that can receive a UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet service
If you are located in the Greensboro, NC area, you will have the flexibility to telecommute*
This position is full-time (35-40 hours/week) Monday – Friday. Employees are required to have the flexibility to work any of our 8-hour shift schedules during our normal business hours of 8:00 am – 8:00 pm EST. It may be necessary, given the business need, to work overtime. During our peak season (November-March), there is both mandatory and voluntary overtime based on call volume. We offer 8 weeks of paid training. The hours during training will be 8:00 am to 4:30 pm EST Monday-Friday. Benefit advocates will need to work independently and with confidence to resolve member’s challenges. Training will be conducted virtually from your home.
*All Telecommuters will be required to adhere to UnitedHealth Group’s Telecommuter Policy.
Primary Responsibilities:
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, and correspondence.
Help guide and educate customers about the fundamentals and benefits of consumer-driven health care topics to select the best benefit plan options, maximize the value of their health plan benefits and choose a quality care provider.
Contact doctor’s offices, pharmacies, and medical groups on behalf of the customer to assist with questions, schedule appointments, and close gaps in care. Make outreaches where necessary to with internal specialists for assistance.
Assist customers in navigating myuhc.com and other UnitedHealth Group websites and encourage and reassure them to become self-sufficient.
You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.
Required Qualifications:
High School Diploma / GED (or higher) OR equivalent work experience
Minimum of 2+ years of combined education, work and/or volunteer experience.
Proficient in Microsoft Word (sending and receiving information and creating documents) and Microsoft Excel (creating spreadsheets)
If you need to enter a work site for any reason, you will be required to screen for symptoms using the ProtectWell mobile app, Interactive Voice Response (i.e., entering your symptoms via phone system) or similar UnitedHealth Group-approved symptom screener. When in a UnitedHealth Group building, employees are required to wear a mask in common areas. In addition, employees must comply with any state and local masking orders.
Preferred Qualifications:
Social work, behavioral health, disease prevention, health promotion and behavior change (working with vulnerable populations and Medicare)
Health Care/Insurance environment (familiarity with medical terminology, health plan documents, or benefit plan design)
Sales or account management experience
Customer Service Experience
Telecommuting Requirements:
Reside within the Greensboro, NC area
Required to have a dedicated work area established that is separated from other living areas and provides information privacy
Ability to keep all company sensitive documents secure (if applicable)
Must live in a location that can receive a UnitedHealth Group-approved high-speed internet connection or leverage an existing high-speed internet service.
You’ll enjoy the flexibility to telecommute* from anywhere within the U.S
As a Senior Customer Service Advocate, you’ll provide our members with the information they need to make better decisions about their health, helping them get access to the right care the first time. Every day, you'll help 50 to 70 callers, in a compassionate and empathetic manner, providing guidance, support, and escalating issues. This is your chance to be sought out as an advisor and advocate to your customer. You have the opportunity to exceed expectations and improve the lives of our customers every day.
This position is full-time (40 hours/week) Monday – Friday. Employees are required to have the flexibility to work any of our 8-hour shift schedules during our normal business hours of 8:00am – 8:00 pm EST. It may be necessary, given the business need, to work occasional overtime.
*All Telecommuters will be required to adhere to UnitedHealth Group’s Telecommuter Policy.
Primary Responsibilities:
Serve as a resource or Subject Matter Expert (SME) for other team members or internal customers
Handle escalated 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 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
This role is equally challenging and rewarding. You’ll be called on to research complex issues pertaining to the caller’s health, status and potential plan options. To do this, you’ll need to navigate across multiple databases which requires fluency in computer navigation and toggling while confidently and compassionately engaging with the caller.
You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you a clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.
Required Qualifications:
High School Diploma / GED (or higher) OR equivalent work experience
Minimum of 3+ years of combined education, work and/or volunteer experience
Preferred Qualifications:
Health Care/Insurance environment (familiarity with medical terminology, health plan documents, or benefit plan design)
Social work, behavioral health, disease prevention, health promotion and behavior change (working with vulnerable populations)
Sales or account management experience
Customer Service Experience
Telecommuting Requirements:
Required to have a dedicated work area established that is separated from other living areas and provides information privacy
Ability to keep all company sensitive documents secure (if applicable)
Must live in a location that can receive a UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet service
You’ll enjoy the flexibility to telecommute* from anywhere within the U.S.
Complex Customer Care Representative for UnitedHealthcare, you’ll have the opportunity to make a difference in the lives of our members and their families each day as they look to you as their trusted advisor and advocate. You’ll be empowered to compassionately deliver an exceptional experience – always remembering that there is a real person on the other end of the phone who is looking for help, guidance, and support. You’ll help them understand and make informed decisions about their care services by assisting them with their needs from start to finish. You will answer their questions, and may resolve outstanding issues, schedule appointments, or help them to enroll in and/or select a health care plan. Here, you’ll join us on a mission to deliver the best customer service in the health care industry. Period. Your compassion and customer service expertise combined with our support, training and development will ensure your success. This is no small opportunity. This is where you can bring your compassion for others while doing your life’s best work.SM
You’ll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges. This position is full-time (40 hours/week) Monday – Friday. Employees are required to have the flexibility to work any of our 8-hour shift schedules during our normal business hours of (8:30 am – 7:00 pm, EST). It may be necessary, given the business need, to work occasional overtime. Training will be conducted virtually from your home.
*All Telecommuters will be required to adhere to UnitedHealth Group’s Telecommuter Policy.
Primary Responsibilities:
Provide an exceptional customer service experience when responding to and resolving 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
Research complex issues (such as Medical, Dental, Flex Spending, Pharmacy, etc.) across multiple databases and work with support resources to resolve customer issues and/or partner with others to resolve escalated issues
Own issue through to resolution on behalf of the member in real-time or through comprehensive and timely follow-up with the member
Apply creative solutions and effective problem-solving techniques to address members’ needs
Educate the member on health incentives offered by their employer as well as consumer-driven health products; HSA, HRA, and HDHP – some resulting in additional healthcare dollars for the member to utilize
Educate the caller on the benefits of a primary care physician and help to ensure/educate that all preventive screenings have been completed
Intervene with care providers (doctor’s offices) on behalf of the member to assist with appointment scheduling or other matters when needed
Address complex issues with an awareness of when to refer complicated situations to various departments or leadership for further assistance
Translate healthcare-related terms or terminology and complex processes into simple, step-by-step instructions which members can understand
You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.
Required Qualifications:
High school diploma / GED (or higher) OR 10+ years of equivalent work experience
1+ years of customer service experience in an office or professional setting
All new hires will be required to successfully complete the training classes and demonstrate proficiency of the material
Ability to work any 8-hour shift between the hours of 8:30am – 7:00pm EST
Preferred Qualifications:
Familiarity with medical terminology, health plan documents, or benefit plan design
Prior experience utilizing multiple systems/platforms while on a call with a member
Telecommuting Requirements:
Required to have a dedicated work area established that is separated from other living areas and provides information privacy
Ability to keep all company sensitive documents secure (if applicable)
Must live in a location that can receive a UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet service
Soft Skills:
Demonstrated ability in using a computer and Windows PC applications, which includes strong keyboard and navigation skills and learning new computer programs
Demonstrated ability to quickly build rapport and respond to customers in a compassionate manner by identifying and exceeding customer expectations (responding in a respectful, timely manner, consistently meeting commitments)
Demonstrated ability to listen skillfully, collect relevant information, determine immediate requests and identify the current and future needs of the member
Flexibility to customize the approach to meet all types of member communication styles and personalities
Proficient problem-solving approach to quickly assess the current state and formulate recommendations
Proficient conflict management skills to include the ability to resolve issues in a stressful situation and demonstrate personal resilience
Ability to multi-task 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 including the training period, where lunches and breaks are scheduled, with the flexibility to adjust daily schedule and work over-time as needed.
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