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Careers at UnitedHealth Group


We have modest goals: Improve the lives of others. Change the landscape of health care forever. Leave the world a better place than we found it. Such aspirations tend to attract a certain type of person. Crazy talented. Compassionate. Driven. To these individuals, we offer the global reach, resources and can-do culture of a Fortune 5 company. We provide an environment where you’re empowered to be your best. We encourage you to take risks and in return, offer a world of rewards and benefits for performance. Exceeding your limits is an exceptional start to your life's best work.SM


Just like you, we are driven by a set of fundamental principles that are guiding our way forward. Our values of integrity, compassion, relationships, innovation, and performance serve as a foundation to transform health care. Are you in? Learn more about your future at UnitedHealth Group at careers.unitedhealthgroup.com


Job Category:

Sales Support



Approximate Salary:

Not Specified

Position Type:

Full Time

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Broker Agent Service Analyst - Minnetonka, MN

UHG - Minnetonka, Minnesota

Posted: 11/9/2018

Great sales are the result of strong purpose, conviction and pride - pride in your ability and your product. UnitedHealth Group offers a portfolio of products that are greatly improving the life of others. Bring along your passion and do your life's best work.(sm) 

In this position the Broker Agent Service Analyst - Minnetonka, MN will play a key role in supporting Medicare & Retirement Sales Operations by analyzing and processing new and existing agent requests for UHC. You will gain cross - functional experience by supporting both Agent On - Boarding and Agent Complaint Tracking during their peak seasons. You will provide exceptional customer service to all internal staff and external customers. In this role you will become responsible for some level of intermediate processing in addition to developing expertise related to processing applications, contracts, and complaints through to completion.

Primary Responsibilities:


  • Analyze / audit coaching request coaching notes (notes document the agent's required training after corrective action has been assigned following a complaint's investigation) for quality, and provide feedback for improvement.
  • Analyzes telesales agent complaints for validity; in order to assign the correct complaint allegation(s); and utilizes multiple internal resource tools to recommend a proper disposition of complaints.
  • Assigns coaching requests within a case management tool, utilizing documented hierarchies.
  • Utilizes an approved script to call members who have enrolled via UHC's public web portal, to determine compliant application processes, and records findings within a case management tool.

Agent On - Boarding:

  • Perform analysis of submitted material for completeness and accuracy, analyzing, credentials and documentation
  • Ensure cases adhere to all policies and procedures, in addition to federal and state laws and regulations
  • Production desk processing of licensing, appointing and contracting work
  • Takes ownership of the on - boarding process for assigned locations
  • Acts as internal liaison and customer service resource for producers and sales leaders relative to licensing and appointment process, systems issues, and coordination efforts to achieve "ready to sell" status.
  • Identify risks or issues and assess / implement alternate solutions

Required Qualifications:

  • High School Diploma / GED or higher
  • 3+ months of experience in a production, auditing, or analyst role
  • Proficient with Microsoft Word (creating and editing documents) Excel (general spreadsheet navigation) and Outlook (email and calendar)
  • Experience working with multiple system platforms
  • Ability to work overtime as needed

Preferred Qualifications:

  • Customer care experience (to include phone - based C.S.) in the healthcare industry is a plus
  • Associates degree (or higher) preferred
  • Knowledge of insurance industry, compliance, licensing or claims experience
  • Working knowledge of UnitedHealthcare Medicare and Retirement plans, Company policies, Summaries of Benefits, and Explanations of Coverage.

Soft Skills:

  • Excellent written and verbal communication skills required
  • Strong communication, and interpersonal skills; able to work with team members and all levels within the organization.
  • Strong analytical/problem solving skills

Careers at UnitedHealthcare Medicare & Retirement. The Boomer generation is the fastest growing market segment in health care. And we are the largest business in the nation dedicated to serving their unique health and well - being 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 health care system. Ready? It's time 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: UHG, Minnetonka, MN, production, auditing, analyst

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