Help us maintain the quality of jobs posted on PowerToFly. Let us know if this job is closed.
Job Details
You’ll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges. We have training classes starting soon to help you build the successful career that you want - apply today! We provide the support and structure; you provide the interest and motivation. UMR, UnitedHealthcare’s third-party administrator (TPA) solution, is the nation’s largest TPA. When you work with UMR, what you do matters. It's that simple . . . and it's that rewarding. In providing consumer - oriented health benefit plans to millions of people; our goal is to create higher quality care, lower costs and greater access to health care. Join us and you will be empowered to achieve new levels of excellence and make a profound and personal impact as you contribute to new innovations in a vital and complex system. Opportunities are endless for your career development and advancement within UMR due to our record - breaking growth. Regardless of your role at UMR, the support you feel all around you will enable you to do what you do with energy, quality, and confidence. So, take the first step in what is sure to be a fast - paced and highly diversified career. This position is full-time (40 hours / week), Monday - Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 7:00 AM - 8:00 PM CST. It may be necessary, given the business need, to work occasional overtime. We offer 10 weeks of paid training. The hours during training will be 8:00 am - 4:30 PM CST from Monday - Friday. 100% attendance required. Training will be conducted virtually from your home. *All Telecommuters will be required to adhere to UnitedHealth Group’s Telecommuter Policy. Primary Responsibilities:
- Provide an exceptional customer service experience when responding to and resolving customer service inquires and issues by identifying the topic and type of assistance the caller needs such as benefits, eligibility and claims, financial spending
- accounts and correspondence
- Research complex issues (such as Medical, Dental, Flex Spending, Pharmacy, etc.) across multiple databases and work with support resources to resolve customer issues and / or partner with others to resolve escalated issues
- Own issue through to resolution on behalf of the member in real time or through comprehensive and timely follow - up with the member
- Apply creative solutions and effective problem solving techniques to address members’ needs
- Educate the member on health incentives offered by their employer as well as consumer driven health products; HSA, HRA, and HDHP - some resulting in additional healthcare dollars for the member to utilize
- Educate the caller on the benefits of a primary care physician and help to ensure / educate that all preventive screenings have been completed
- Intervene with care providers (doctor’s offices) on behalf of the member to assist with appointment scheduling or other matters when needed
- Address complex issues with an awareness of when to refer complicated situations to various departments or leadership for further assistance
- Translate healthcare - related terms or terminology and complex processes into simple, step - by - step instructions which members can understand
- High School Diploma / GED OR 10+ years of equivalent work experience
- 1+ years of customer service experience in an office OR professional setting
- Ability to successfully complete the training classes and demonstrate proficiency of the material
- Ability to work any of our full-time (40 hours / week), 8-hour shift schedules during our normal business hours of 7:00 AM - 8:00 PM CST from Monday - Friday including the flexibility to work occasional overtime based on business need
- Must be 18 years of age OR older
- Familiarity with medical terminology, health plan documents, OR benefit plan design
- Prior experience with utilizing multiple systems / platforms while on a call with a member
- 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 UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet service
- Demonstrated ability in using computer and Windows PC applications, which includes strong keyboard and navigation skills and learning new computer programs
- Demonstrated ability to quickly build rapport and respond to customers in a compassionate manner by identifying and exceeding customer expectations (responding in a respectful, timely manner, consistently meeting commitments)
- Demonstrated ability to listen skillfully, collect relevant information, determine immediate requests, and identify the current and future needs of the member
- Flexibility to customize approach to meet all types of member communication styles and personalities
- Proficient problem solving approach to quickly assess current state and formulate recommendations
- Proficient conflict management skills to include ability to resolve issues in a stressful situation and demonstrate personal resilience
- Ability to multi - task as well as the ability to understand multiple products and multiple levels of benefits within each product
- Ability to work regularly scheduled shifts within our hours of operation including the training period, where lunches and breaks are scheduled, with the flexibility to adjust daily schedule and work over - time as needed
About the Company
UnitedHealth Group
Minnetonka, MN, United States
UnitedHealth Group is a health care and well-being company that’s dedicated to improving the health outcomes of millions worldwide. We are... Read more