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

Senior Product Support Representative - Columbia, MD

UHG - Columbia, Maryland

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. SM


The Senior Product Support Representative is responsible for confirming all members on the HCPs schedules HouseCalls Visits and medical questions before the visit occurs.   

Primary Responsibilities: 

  • Place a high volume of outbound calls to our valued members of the health plan to confirm their HouseCalls Visit (HCV) with the HealthCare Practitioner  
  • Conducting clinical questionnaire while on the call
  • Cancelling and/or reschedule the HCV 
  • Communicate with the HealthCare Practitioners outcome of call (if applicable)
  • Ensure appointments are scheduled accurately following department policies and procedures
  • Answer inbound calls from our valued members and assist with inquiries
  • Confirm HCV for all assigned and non-assigned HCPs
  • Enhance our valued members experience within our business
  • Validate member demographic information and obtain additional member data via specific plan scripting
  • Data entry of the members record with accurate information obtained on the call
  • Resolve any scheduling issues or concerns
  • Route calls to the appropriate department as needed
  • Collaborate within a team environment
  • Support any call queues as business needs arise
  • Ensure metrics are met for the amount of calls monitored for each coordinator and the amount of disposition audits performed.


  • High School Diploma or GED (or higher)
  • 2+ years of Call Center experience member/employee engagement (direct or indirect)
  • 6+ months experience handling escalated calls

Preferred Qualifications: 

  • Familiar with Hawkeye Scheduler
  • Knowledge of the Practitioner Portal
  • Knowledge of TeamCare Helpdesk
  • Experience with Call Center technology (i.e. auto dialer, work force management software)

Soft Skills:

  • Excellent interpersonal skills with the ability to adapt communication to audience
  • Excellent verbal and written communication skills
  • Professional and positive display of compassion and commitment to service excellence
  • Must have the ability to prioritize assignments in a fast paced, teamwork environment
  • Ability to perform tasks with minimal supervision, a high level of accuracy, and strong attention to detail
  • Must be a team player and have the ability to interact cross functionally within the organization.
  • Ability to motivate and encourage others

UnitedHealth Group is working to create the health care system of tomorrow.

Already Fortune 6, 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.

Come to UnitedHealth Group, and share your ideas and your passion for doing more. We have roles that will fit your skills and knowledge. We have diverse opportunities that will fit your dreams.

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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