Senior Customer Service Representative

_This position is Remote in Central Time Zone OR Eastern Time Zone. You will have the flexibility to work remotely
* 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.*
* We're a dynamic partnership formed by  
** Quest
* * and  
** Optum
* * to combine our unique expertise. As part of the growing family of  
** United Health Group** , we'll leverage our compassion, our talent, our resources and experience to bring financial clarity and a full suite of Revenue Management services to Healthcare Providers, nationwide.

As a  
** Senior Customer Service Representative** , you'll 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. You'll also provide support to your team members by serving as a resource or subject matter expert.  Both of these are opportunities for you to identify and exceed our customer expectations by committing to and building strong relationships internally and externally.

At the end, you'll know you performed with integrity and delivered the best customer service experience making all your customers and team members feel better because they talked to you.

This position is full-time, Monday - Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 8:00am - 5:00pm EST.

This will be on the job training and the hours during training will be during normal business hours.

*
* Primary Responsibilities:

*
* + Handle escalated calls, resolving more complex customer issues in a one and done manner

+ 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

+ 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 United Health 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

+ Meet the performance goals established for the position in the areas of: efficiency, call quality, provider satisfaction, first call resolution and attendance

You'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear directions 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 customer service experience

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

+ Ability to work full-time, Monday - Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 8:00am - 5:00pm EST.

*
* Preferred Qualifications:

*
* + 1+ years of Customer Service Representative (CSR) experience OR 1+ years of…