Provider Customer Service Call and Chat Representative

Provider Customer Service Call and Chat Representative

Join to apply for the Provider Customer Service Call and Chat Representative role at United Healthcare
.

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.

At United Healthcare
, we’re simplifying the health care experience, creating healthier communities and removing barriers to quality care. The work you do here impacts the lives of millions of people for the better. Ready to make a difference? Join us to start Caring. Connecting. Growing together.

Position overview

As a Provider Advocate
, you’ll serve as the primary point of contact for healthcare providers. You’ll resolve issues efficiently, often on the first call, and provide support through calls and chats. You’ll navigate multiple systems, collaborate with internal partners, and promote self-service digital tools to enhance provider satisfaction. Success is measured by metrics such as first call resolution, provider satisfaction scores, and timely issue resolution.

This role requires excellent multitasking, strong communication, and a solid understanding of healthcare processes.

Employment details

• Job type:
  Full-time, 40 hours/week
• Schedule:
  
  8-hour shifts during standard business hours CST (10:35am – 7:05pm CST); overtime, weekends, and holidays may be required
• Training: 11 weeks of paid training; hours 8:00am – 4:30pm CST, Monday – Friday (virtual from home; 100% attendance required)

Review this video to learn more about telecommuting with UHG.

Primary Responsibilities

• Serve as the advocate for providers by demonstrating accountability and ownership to resolve issues
• Service providers in a multi-channel environment including calls, dual chats, and email
• Contact healthcare professionals (e.g., physician offices, clinics, billing offices) quickly and appropriately
• Understand and identify provider needs, answer questions, and resolve issues (benefits and eligibility, billing and payments, clinical authorizations, explanation of benefits, behavioral health)
• Research and address complex prior authorization and claim issues to avoid repeat calls/messages and provider dissatisfaction
• Collaborate with internal partners to resolve issues and communicate outcomes in a timely manner
• Navigate more than 30 systems to extract information and resolve issues across multiple lines of business and provider types
• Encourage use of self-service digital tools to aid faster resolution

Required Qualifications

• High School Diploma / GED or equivalent work experience
• Must be 18 years of age or older
• 1+ years of customer service experience solving customer concerns
• Experience with computer and Windows PC applications, with ability to learn new systems
• Ability to handle provider calls or concurrent chats (50–70 per day) with full attention to duties
• Ability to work full-time (40 hours/week) Monday – Friday; flexible to work 8-hour shifts during business hours CST; overtime may be necessary

Preferred Qualifications

• Experience in a related environment (office, call center, customer service) using phones and computers
• Healthcare experience and knowledge of healthcare terminology
• Current employment within UHC Operations & Experience (Sparq steps provided in the listing)

Telecommuting Requirements

• Maintain security of company documents
• Have a dedicated, private work area for information privacy
• Must reside in a location with access to United Health Group approved high-speed internet

Soft Skills

• Multitasking and handling multiple conversations simultaneously
• Timely resolution of calls and messages with minimal escalations
• Strong time management, emotional intelligence, and empathy
• Excellent active listening and written communication
• Problem-solving, organization, and interpersonal skills
• Typing speed 35–40 WPM with 90% accuracy
• Adherence to United Health Group’s Telecommuter Policy

Compensation and Benefits

Pay is based on factors including location, education, work experience, and certifications. The hourly pay range for this role is $17.74 – $31.63 per hour for full-time employment. Benefits include a comprehensive package, incentive programs, equity stock…