About UHG

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:

Customer Services



Approximate Salary:

Not Specified

Position Type:

Full Time

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Customer Service Representative Lead - Phoenix, AZ

UHG - Phoenix, Arizona

Posted: 11/12/2018

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.

Primary Responsibilities:
  • Perform all types of complex adjustments and closed, denied, and simple adjustments
  • Meet Quality, Productivity and Attendance requirements
  • Ensure Provider Satisfaction through:
  • Providing assistance to Providers with status updates
  • Being responsible for any follow - up work needed for resolving and closing issues
  • Identifying and resolving anticipated Provider issues to prevent future calls
  • Maintain proficiency in all technical applications (technical skills and system knowledge)
  • Comply with all current policies, procedures and workflows
  • Demonstrate understanding of internal / external factors that may drive caller questions / issues (e.g., recent plan changes, mass mailings, call directing / rerouting, weather emergencies)
  • Ask appropriate questions and listen actively to identify underlying questions / issues (e.g., root cause analysis
  • Gather appropriate data / information and perform initial investigation to determine scope and depth of question / issue
  • Identify and coordinate internal resources across multiple departments to address client situations, and escalate to appropriate resources as needed
  • Proactively contact external resources as needed to address caller questions / issues (e.g., providers, labs, brokers)
  • Utilize appropriate knowledge resources to drive resolution of applicable questions / issues (e.g., CSP FACETS, Careone, and websites)
  • Identify and communicate steps / solutions to caller questions / issues, using appropriate problem - solving skills and established guidelines, where available (e.g., workarounds, descriptions of relevant processes)
  • Offer additional options to provide solutions / positive outcomes for callers (e.g., online access to relevant information, additional plan benefits, and workarounds for prescription delays)
  • Make outbound calls to resolve caller questions / issues (e.g., to callers, providers, brokers, pharmacies)
  • Drive resolution of caller questions / issues on the first call whenever possible (e.g., first - call resolution, one - and - done)
  • Ensure proper documentation of caller questions / issues (e.g., research conducted, steps required, final resolution)
  • Ability to multi - task and help with special projects
  • Coaching of the team and ability to provide feedback to the team
  • Call quality monitoring
  • Ability to monitor and secure private information of customers

Required Qualifications:
  • High School Diploma / GED (or higher)
  • 1+ years of Call Center experience in a high call volume experience analyzing and solving customer problems
  • 2+ years of experience with Microsoft Excel including data entry, sorting, and creating / modifying spreadsheets
  • 2+ years of experience with Microsoft Word including data entry and documentation creation
  • 2+ years of experience with Microsoft Outlook including email communications and calendar
Preferred Qualifications:
  • Health care experience
  • Experience with CSP FACETS, and/or CareOne
  • Leadership / Supervisory experience
Soft Skills:
  • Prior stable work experience
  • Ability to remain focused and productive each day though tasks may be repetitive
  • Effective communication skills
  • Multi - tasking skills
  • Time management skills
  • Punctual Attendance
Physical Requirements and Work Environment:
  • Extended periods of sitting at a computer and use of hands / fingers across keyboard or mouse
  • Office environment
Careers at UnitedHealthcare Community & State. Challenge brings out the best in us. It also attracts the best. That's why you'll find some of the most amazingly talented people in health care here. We serve the health care needs of low income adults and children with debilitating illnesses such as cardiovascular disease, diabetes, HIV / AIDS and high-risk pregnancy. Our holistic, outcomes - based approach considers social, behavioral, economic, physical and environmental factors. Join us. Work with proactive health care, community and government partners to heal health care and create positive change for those who need it most. This is the place to do your life's best work.

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 representative, customer service, CSR, sales, outbound calls, Optum, UnitedHealth Group, call center, health care, office, phone support, training class, lead, leader

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