Senior Customer Service Representative


Colorado Springs, CO
United States

Category
Experience Required
Yes
Employment Type
Employee
Work Schedule
Full-Time

Job Description

Combine two of the fastest - growing fields on the planet with a culture of performance, collaboration and opportunity and this is what you get. Leading edge technology in an industry that's improving the lives of millions. Here, innovation isn't about another gadget, it's about making Healthcare data available wherever and whenever people need it, safely and reliably. There's no room for error. Join us and start doing your life’s best work.SM

This role is equally challenging and rewarding. You'll be on the phone for long periods of time and encounter all types of communication styles and personalities as you help resolve conflicts or issues. You'll deal with stressful situations and resolve complex health care concerns in a positive, simplified manner so that callers fully understand their health care plans and solutions.

Primary Responsibilities:

  • Serve as a resource or Subject Matter Expert for team members or internal customers
  • Handle escalated calls, resolving more complex customer issues
  • Demonstrate outstanding service to identify the source of the caller's issue and work to resolve the inquires in a timely and professional manner
  • Help guide and educate customers about the fundamentals and benefits of consumer - driven health care topics such as selecting the best benefit plan options, maximizing the value of their health plan benefits and choosing 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 while encouraging and reassuring them to becoming self - sufficient with our tools

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)
  • Familiarity with computer and Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications
  • 1+ years of customer service experience OR experience in a medical office, health care, call - center or office setting analyzing and solving customer problems
  • 1+ years of experience with the medical revenue cycle. Proficient in medical billing, practices and concepts
  • Ability to work an 8 - hour shift between the hours of 6:00 am and 5:00 pm MST, Monday - Friday. Overtime may be required. Overtime can be before, after, or on a different day than the regularly scheduled shift. And a rotating on call shift.

Preferred Qualifications:

  • Prior health care experience
  • Knowledge of billing / finance and eligibility processes, practices and concepts

Soft Skills:

  • Demonstrated ability to listen skillfully, collect relevant information, build rapport and respond to customers in a compassionate manner
  • Proficient in translating health care - related jargon and complex technical processes into simple, step - by - step instructions customers can understand and act upon
  • Proficient conflict management skills including the ability to resolve stressful situations
Careers with Optum. Here's the idea. We built an entire organization around one giant objective; make health care work better for everyone. So when it comes to how we use the world?s large accumulation of health - related information, or guide health and lifestyle choices or manage pharmacy benefits for millions, our first goal is to leap beyond the status quo and uncover new ways to serve. Optum, part of the UnitedHealth Group family of businesses, brings together some of the greatest minds and most advanced ideas on where health care has to go in order to reach its fullest potential. For you, that means working on high performance teams against sophisticated challenges that matter. Optum, incredible ideas in one incredible company and a singular opportunity to do your life's best work.SM


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, Windows, medical office, healthcare, escalations, conflict management, inbound calls, medical claims, research