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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:

Customer Services



Approximate Salary:

Not Specified

Position Type:

Full Time

Senior Customer Service Representative - 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.

The Senior Customer Service Representative - DSNP Retention Team is responsible for handling all incoming Billing and Eligibility phone calls and for serving as the primary customer interface for departmental inquiries.

Primary Responsibilities:
  • Ensures quality customer service for internal and external customers
  • Responds to incoming customer service requests, both verbal and written
  • Identifies and assesses customers' needs quickly and accurately
  • Solves problems systematically, using sound business judgment
  • Partners with other billing and eligibility department representatives to resolve complex customer service inquiries
  • Monitors delegated customer service issues to ensure timely and accurate resolution
  • Applies appropriate communication techniques when responding to customers, particularly in stressful situations
  • Places outgoing phone calls to complete follow-up on customer service requests as necessary
  • Responds to customer service inquiries in writing as necessary
  • Establishes and demonstrates competency in eligibility, billing and receivable systems and associated applications
  • Implements customer service strategies and recommends related improvements / enhancements
  • Maintains timely, accurate documentation for all appropriate transactions
  • Makes corrections and adjustments
  • Consistently meets established productivity, schedule adherence, and quality standards
  • Proactively seeks to further develop billing and accounts receivable competencies
  • Keeps management abreast of all outstanding issues
  • Adapts procedures, processes, and techniques to meet the more complex position requirements
  • Addresses special (ad-hoc) projects as appropriate
  • Seeks involvement in continuous quality improvement initiatives
  • Ensures quality customer service for internal and external customers
  • Work via an auto-dialer or manually dial members as identified by the Clinical Quality team to remind the member of a gap in their care according to evidence based medicine guidelines and assist the member with barriers they may have to addressing their health needs
  • Following a call anatomy, connect with the member to establish a trusting relationship and, utilizing job aids and critical thinking skills, assess the barriers that are prohibiting the member from seeking the proper care, and answer members question about benefits
  • If Barrier to Care is provider related the agent will assist the member with finding a new doctor and working with provider's office to set up new appointment
  • If Member is identified as having an issue meeting basic needs the agent would help connect the member to community resources
  • Responsible for the resolution of escalated member calls that are received by the call center. This could include connecting members with community resources, assisting members to locate a specialist, supporting the intake and resolution of appeals and grievances or resolving other nonstandard member requests
  • When appropriate, agents would need to escalate members to social or clinical resources for members requiring more specialized support
  • Work offline to resolve member barriers to care requiring more research and follow-up with the member to help remove care barriers
  • Work via an auto-dialer, contact newly enrolled members as identified by the Business Intelligence team to welcome them to our health plans. The primary goal of this interaction is to develop a positive relationship and ensure the member has the information and documentation they need to have a positive experience as our member
  • Welcome the member to their respective health plan by verifying key information about the member (home address, PCP assignment, etc.) and discussing the benefits available through the plan
  • When appropriate, encourage members to appropriately utilize services in an effort to improve the health and wellbeing of all members. This might include education about the importance of using the ER only in true emergencies
  • Complete a Health Risk Assessment following the UnitedHealthcare national standard HRA as programmed into CareOne and the HRA database (when necessary)
  • When possible, correct member information in our databases, including the member's address, PCP assignment
  • When possible, order replacement member materials (ID cards, welcome packets) if a member reports that they have not received them or if the member has had a change of address
  • When necessary, transfer the member to: member services for advance benefits questions or Care management, if the member has an emergent physical health need or to Optum, if the member has an emergent behavioral health need. If unable to transfer the member, provide the member with the appropriate phone number to contact the resources they need for assistance
  • Document member responses and call outcomes in the auto-dialer, Access Database, or

Required Qualifications:
  • High School Diploma / GED (or higher)
  • 1+ years of customer service experience analyzing and solving customer problems, or 1+ year of experience in an office setting environment using the telephone and computer as the primary instruments to perform job duties
  • 2+ years of experience with Internet Explorer
  • 2+ years of experience with Microsoft Excel including data entry, sorting, creating, and 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:
  • Knowledge of managed care industry
  • Healthcare experience
  • Knowledge of billing / finance and eligibility processes, practices and concepts
  • Bilingual preferred
Soft Skills:
  • Ability to navigate a computer while on the phone
  • Ability to multi-task, this includes ability to understand multiple products and multiple levels of benefits within each product
  • Ability to remain focused and productive each day though tasks may be repetitive
  • Willing to work and contribute in a team environment
  • Ability to execute own assignments under direction of experienced staff
  • Ability to balance and prioritize multiple tasks
  • Flexible to change
  • Responsive to management's requests and suggestion; takes direction
  • Develops goals for self and monitors progress
  • Seeks assistance as appropriate
  • Ability to troubleshoot problems
  • Completes assignments thoroughly, accurately and on time
  • Demonstrates the potential for development of strong written and verbal communication skills
  • Persists at tasks and maintains high energy level
  • Listens effectively
  • Seeks additional job responsibilities
  • Demonstrates customer education and negotiation skills
  • Demonstrates basic analytical skills
  • Orientation towards team environment
  • Has firm understanding of the problems and issues of clients and the business environment
  • Demonstrated ability in customer service problem resolution and relationship building
Physical Requirements and Work Environment:
  • Frequent speaking, listening using a headset, sitting, use of hands / fingers across keyboard or mouse, handling other objects, long periods working at a computer
  • Service center environment with moderate noise level due to Representatives talking, computers, printers, and floor activity
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 healthcare here. We serve the healthcare 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 Healthcare, Community, and Government partners to heal healthcare 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:UHG, UHC, Customer Service Representative, Customer Service, CSR, Call Center, Health care, Office, Phone Support, Customer Service Advocate, Customer Service Rep, SME, Bilingual, Spanish

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