Customer Service Representative Senior UnitedHealth Group Metairie

Title Customer Service Representative Senior
Date 27 September 2020
Company UnitedHealth Group
City Metairie

Short Description :

In addition, employees must comply with any state and local masking orders Challenge can often be its own reward Youll find a wealth of dynamic opportunities to grow and develop as we work together ,…

Full Description :

Welcome to one of the toughest and most fulfilling ways to help people, including yourself. We offer the latest tools, most intensive training program in the industry and nearly limitless opportunities for advancement. Join us and start doing your life's best work.

Challenge can often be it's own reward. But why settle for just being challenged when you can also be nurtured, mentored and supported as you make an impact in a fast paced career? At UnitedHealthcare, part of the family of businesses, you can have all of the above, everyday. Now, you can take advantage of some of the best training and tools in the world to help serve our existing and new customers. As a Senior Customer Service Advocate, you'll provide our members with the information they need to make better decisions about their health, helping them get access to the right care the first time. Every day, you'll provide compassionate and empathetic support to 50 to 70 callers providing guidance, support, and resolution for escalated issues. This is no small opportunity. This is where you can bring your compassion for others while building your career.

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.

What we do defines who we are. Take a deeper look at how we're providing support during this global health crisis and search for a way you can get involved. View our Covid19 Resources Page at: https://info.uhg.com/
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 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 equivalent years of work experience
  • 1+ years of customer service experience OR experience in a medical office, health care, callcenter or office setting analyzing and solving customer problems
  • Familiarity with computers and Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications
  • Proficient in translating health carerelated jargon and complex processes into simple, stepbystep instructions customers can understand and act upon
  • Background knowledge of insurance / medical
  • Customer service experience
  • If you need to enter a work site for any reason, you will be required to screen for symptoms using the ProtectWell mobile app, Interactive Voice Response (i.e., entering your symptoms via phone system) or a similar approved symptom screener. When in a building, employees are required to wear a mask in common areas. In addition, employees must comply with any state and local masking orders
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 conflict management skills including the ability to resolve stressful situations
  • Ability to type and talk simultaneously
  • Ability to type a dialog with complete sentences
  • Ability to Multitask
  • Ability to work independently from process documents
  • Attention to detail
is an essential business. The health and safety of our team members is our highest priority, so we are taking a science driven approach to slowly welcome and transition some of our workforce back to the office with many safety protocols in place. We continue to monitor and assess before we confirm the return of each wave, paying specific attention to geographyspecific trends. We have taken steps to ensure the safety of our 325,000 team members and their families, providing them with resources and support as they continue to serve the members, patients and customers who depend on us.
Some of the steps we’ve taken to ensure employee wellbeing include:
  • Launched our ProtectWell app and UnitedCARES program to help ease the burden and stress for our team members and their immediate family affected by COVID19
  • Daily updates from our CEO Dave Wichmann to support and inspire team members during this challenging time
  • Onsite social distancing and increased sanitization measures for employees who have been welcomed back to our offices
  • Fully cover the COVID19 healthcare costs for our employees
  • Employees who selfidentify as high risk or who live with someone who is high risk have been asked to remain working from home
You can learn more about all we are doing to fight COVID19 and support impacted communities at: https://www.unitedhealthgroup.com/newsroom/addressing-covid.html
Helping create positive customer experiences for our members can drive your sense of impact and purpose. Join us as we improve the lives of millions. Learn more about how you can start doing your life's best work.SM
Careers at UnitedHealthcare Medicare & Retirement. The Boomer generation is the fastest growing market segment in healthcare. And we are the largest business in the nation dedicated to serving their unique health and wellbeing needs. Up for the challenge of a lifetime? Join a team of the best and the brightest to find bold new ways to proactively improve the health and quality of life of these 9 million customers. You'll find a wealth of dynamic opportunities to grow and develop as we work together to heal and strengthen our Healthcare system. Ready? It's time to do your life’s best work.SM
Diversity creates a healthier atmosphere: 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.
is a drugfree workplace. Candidates are required to pass a drug test before beginning employment.
Keywords: customer service representative, customer service, CSR, , call center, UnitedHealthcare, Optum, OptumRx, health care, healthcare, office, phone support, training class, hiring immediately

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