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


United States

Postal Code:


Approximate Salary:

Not Specified

Position Type:

Full Time

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Senior Customer Service Representative - San Antonio, TX

UHG - San Antonio, Texas

Posted: 09/11/2018

Already Fortune 25, we are totally focused on innovation and change.  We work a little harder. We aim a little higher. We expect more from ourselves and each other. And at the end of the day, we're doing a lot of good.


Through our family of businesses and a lot of inspired individuals, we're building a high-performance health care system that works better for more people in more ways than ever. Now we're looking to reinforce our team with people who are decisive, brilliant - and built for speed.


The Senior Customer Service Representative 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

  • Informs and educates new customers regarding billing / invoicing set up and billing / payment procedures

  • Places outgoing phone calls to complete follow-up on customer service requests as necessary

  • Responds to customer service inquiries in writing as necessary

  • Processes member terminations (i.e. phone disenrollment)

  • 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

  • Participates in load balancing

  • Addresses special (ad-hoc) projects as appropriate

  • Seeks involvement in continuous quality improvement initiatives

  • Ensures quality customer service for internal and external customers

Required Qualifications:

  • High School diploma or GED Or 10 years of equivalent working experience

  • Excellent verbal communication skills and customer service skills and data entry
  • Working knowledge of Microsoft Office applications including Excel, Access and Word
  • Demonstrated ability to listen skillfully, collect relevant information, determine immediate requests and identify the current and future needs of the member
  • Proficient problem solving approach to quickly assess current state and formulate recommendations
  • Proficient in translating healthcare-related jargon and complex processes into simple, step-by-step instructions customers can understand and act upon
  • Flexibility to customize approach to meet all types of member communication styles and personalities
  • Proficient conflict management skills to include ability to resolve issues in a stressful situation and demonstrating personal resilience


Preferred Qualifications:

  • 1 to 2 years of experience working in a Healthcare claims environment

  • Knowledge of HCFA guidelines and Medicare claims payment rules and claims policies and procedures



Careers with WellMed. Our focus is simple. We're innovators in preventative health care, striving to change the face of health care for seniors. We're impacting 90,000+ lives, primarily Medicare eligible seniors in Texas and Florida, through primary and multi-specialty clinics, and contracted medical management services. We've joined Optum, part of the UnitedHealth Group family of companies, and our mission is to help the sick become well and to help patients understand and control their health in a lifelong effort at wellness. Our providers and staff are selected for their dedication and focus on preventative, proactive care. For you, that means one incredible team and a singular opportunity 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.

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