Introduction to UnitedHealthcare
At UnitedHealthcare, we are dedicated to simplifying the healthcare experience, creating healthier communities, and removing barriers to quality care. Our mission is to help people live healthier lives and make the health system work better for everyone. As a leader in the healthcare industry, we are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes. If you are passionate about making a difference in the lives of millions of people, we invite you to join our team and start doing your life's best work.
Job Overview
We are seeking an experienced Provider Customer Service Call and Chat Representative to support providers who care for our members. As a key member of our team, you will be responsible for providing responses to questions that may include benefits and eligibility, billing and payments, clinical authorizations, explanation of benefits, and behavioral health, either by phone call or concurrent chat. This is a full-time, remote position that offers a competitive salary and a comprehensive benefits package.
Key Responsibilities
- Serve as the advocate for providers by demonstrating accountability and ownership to resolve issues
- Service providers in a multi-channel environment, including call and concurrent chat, as required
- Quickly and appropriately triage contacts from healthcare professionals, such as physician offices, clinics, and billing offices
- Seek to understand and identify the needs of the provider, answering questions and resolving issues in a timely and efficient manner
- Research and dissect complex prior authorization and claim issues, taking appropriate steps to resolve identified issues and avoid repeat calls or messages, escalations, and provider dissatisfaction
- Collaborate effectively with multiple internal partners to ensure issues are resolved and thoroughly communicated to providers in a timely manner
- Demonstrate strong multitasking skills to effectively and efficiently navigate more than 30 systems to extract necessary information to resolve and avoid issues across multiple lines of business, provider types, and call types
- Influence providers to utilize self-service digital tools, assisting with navigation questions and selling the benefits of the tool, including aiding in faster resolution
Requirements and Qualifications
To be successful in this role, you will need to possess the following essential qualifications:
- High School Diploma or equivalent work experience
- Must be 18 years of age or older
- 1 year of customer service experience with analyzing and solving customer concerns
- Experience with computer and Windows PC applications, including the ability to navigate and learn new and complex computer system applications
- Ability to type at a speed of greater than or equal to 35-40 words per minute with an accuracy of 90%
- Ability to work any full-time (40 hours/week), 8-hour shift between the hours of 11:35 AM - 8:05 PM EST from Monday to Friday, with occasional overtime, weekends, and/or holidays as needed
Preferred Qualifications
While not required, the following qualifications are preferred:
- Experience in a related environment, such as an office, call center, or customer service, using phones and computers as primary job tools
- Prior healthcare experience and knowledge of healthcare terminology
Telecommuting Requirements
To be eligible for this remote position, you must:
- Reside within a 60-mile commutable distance of 5900 Parkwood Place, Dublin, OH 43016
- Have a dedicated work area established that is separated from other living areas and provides information privacy
- Have a reliable high-speed internet connection
- Be able to keep all company-sensitive documents secure (if applicable)
Soft Skills
To excel in this role, you will need to possess the following soft skills:
- Ability to multi-task, including the ability to type in multiple conversations
- Ability to resolve calls and messages, avoiding escalated complaints
- Time management skills
- Emotional intelligence and empathy
- Active listening and comprehension
- Excellent written communication skills
- Demonstrated problem-solving, organization, and interpersonal skills
- Demonstrated experience with consistently achieving quality and productivity standards
Career Growth Opportunities and Learning Benefits
At UnitedHealthcare, we are committed to helping our employees grow and develop in their careers. As a Provider Customer Service Call and Chat Representative, you will have access to:
- 10 weeks of paid on-the-job training
- Ongoing coaching and feedback to help you achieve your goals
- Opportunities for advancement and professional growth
- A comprehensive benefits package, including medical, dental, and vision insurance, 401(k) matching, and paid time off
Work Environment and Company Culture
At UnitedHealthcare, we pride ourselves on our diverse and inclusive work environment. We believe that everyone deserves the opportunity to live their healthiest life, and we are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes. As an employee, you can expect:
- A dynamic and supportive work environment
- A culture that values diversity, equity, and inclusion
- Opportunities to make a positive impact on the lives of millions of people
- A comprehensive benefits package and competitive salary
Compensation, Perks, and Benefits
As a Provider Customer Service Call and Chat Representative, you can expect a competitive salary and a comprehensive benefits package, including:
- Medical, dental, and vision insurance
- 401(k) matching
- Paid time off
- Opportunities for advancement and professional growth
- A dynamic and supportive work environment
Conclusion
If you are a motivated and compassionate individual who is passionate about making a difference in the lives of others, we encourage you to apply for this exciting opportunity. As a Provider Customer Service Call and Chat Representative, you will have the chance to work with a talented team of professionals who are dedicated to simplifying the healthcare experience and creating healthier communities. Don't miss out on this opportunity to start doing your life's best work. Apply now and take the first step towards a rewarding and challenging career with UnitedHealthcare.
Take the Next Step
Are you ready for this challenge? Apply now and let's discuss how you can become a vital part of our success story.
Apply Now