Customer Service Representative

This position is National Remote. You'll enjoy the flexibility to telecommute
* from anywhere within the U.S. as you take on some tough challenges.

Optum Insight is improving the flow of health data and information to create a more connected system. We remove friction and drive alignment between care providers and payers, and ultimately consumers. Our deep expertise in the industry and innovative technology empower us to help organizations reduce costs while improving risk management, quality and revenue growth. Ready to help us deliver results that improve lives?

Join us to start Caring. Connecting. Growing together.

In this role, you'll be empowered to compassionately deliver an exceptional experience to between 50 to 70 callers per day, always remembering that there is a real person on the other end of the phone who is looking for help, guidance, and support. Every phone call gives you that opportunity to improve the lives of our customers and exceed their expectations.

You'll spend your day by responding to calls from our members and help answer questions and resolve issues regarding health care eligibility, claims and payments. At the end, you'll know you performed with integrity and delivered the best customer service experience making your customers feel better because they talked to you.

This position is full time, Monday - Friday. Employees are required to have flexibility to work an 8-hour shift between 8:00 am - 5:30 pm MST. It may be necessary, given the business need, to work occasional overtime.

This will be on the job training and the hours during training will be during normal business hours, Monday - Friday.

Primary Responsibilities:

* Answer incoming phone calls from customers (i.e., members, providers, facilities) in a call center setting and identify the type of assistance needed (i.e., benefit and eligibility, billing and payments, authorizations for treatment, explanation of benefits, and claims information)

* Focus on resolving issues on the first call, navigating through complex computer systems to identify the status of the issue and provide appropriate response to caller

* Deliver information and answer questions in a positive manner to facilitate strong relationships with members and providers

* Ask appropriate questions and listen actively to identify specific questions or issues while documenting required information in computer systems

* Research complex issues across multiple databases and work with support resources to resolve customer issues and / or partner with others to resolve escalated issues

* Meet the performance goals established for the position in the areas of: efficiency, call quality, customer satisfaction, and attendance

This role is equally challenging and rewarding. You'll be called on to research complex issues across multiple databases. It requires fluency in computer navigation and toggling while you confidently and compassionately engage in dialogue with the caller. Be assured that our training will provide you with knowledge of the various products, plans and levels of benefits available to members and you'll soon find yourself creating positive experiences and earning the gratitude of callers on an hourly basis.

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

* Must be 18 years of age OR older

* 1+ years of healthcare industry experience

* Familiarity with computer and Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications

* Ability to work full time, Monday - Friday. Employees are required to have flexibility to work an 8-hour shift between 8:00 am - 5:30 pm MST. It may be necessary, given the business need, to work occasional overtime.

Preferred Qualifications:

* Health care experience

* Call center experience

* Experience with radiology terminology

Telecommuting Requirements:

* Ability to keep all company sensitive documents secure (if applicable)

* Required to have a dedicated work area established that is separated from other living areas and provides information privacy

* Must live in a location that can receive a United Health Group approved high-speed internet connection or leverage an existing high-speed internet service

Soft Skills:

* Demonstrated ability to listen skillfully, collect relevant information, build rapport and respond to customers in a compassionate manner

* Strong communication skills, empathy

* Critical thinking skills to problem solve and resolve customer concerns

* Ability to multi - task duties as well as the ability to understand multiple products and multiple levels of benefits within each product

* All employees working remotely will be required to adhere to United Health Group's Telecommuter Policy

Pay is based on several factors including but not…