Experienced Remote Provider Customer Service Call and Chat Representative - Healthcare Industry Expertise Required for Delivering Exceptional Support to Providers and Members

Introduction to UnitedHealth Group

At UnitedHealth Group, we are dedicated to simplifying the healthcare experience, creating healthier communities, and removing barriers to quality care. Our mission is to help people live healthier lives and make the health system work better for everyone. We believe that everyone deserves the opportunity to live their healthiest life, regardless of their background, income, or location. As a leader in the healthcare industry, we are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes.

Job Overview

We are seeking an experienced and skilled Provider Customer Service Call and Chat Representative to join our team. As a representative, you will be responsible for providing exceptional support to providers who care for our members. Your primary focus will be on resolving issues, answering questions, and addressing concerns related to benefits and eligibility, billing and payments, clinical authorizations, explanation of benefits, and behavioral health. You will be working in a fast-paced, multi-channel environment, utilizing your excellent communication and problem-solving skills to deliver top-notch service to our providers.

Key Responsibilities

• Serve as an advocate for providers, demonstrating accountability and ownership to resolve issues in a timely and efficient manner
• Provide support to providers through multiple channels, including phone calls and concurrent chats
• Quickly and appropriately triage contacts from healthcare professionals, such as physician offices, clinics, and billing offices
• Seek to understand and identify the needs of providers, answering questions and resolving issues related to benefits and eligibility, billing and payments, clinical authorizations, explanation of benefits, and behavioral health
• Research and dissect complex prior authorization and claim issues, taking appropriate steps to resolve identified issues and avoid repeat calls or messages
• Collaborate effectively with multiple internal partners to ensure issues are resolved and thoroughly communicated to providers in a timely manner
• Demonstrate strong multitasking skills, navigating over 30 systems to extract necessary information and resolve issues across multiple lines of business
• Influence providers to utilize self-service digital tools, assisting with navigation questions and selling the benefits of the tool to aid in faster resolution

Requirements and Qualifications

To be successful in this role, you will need to possess the following essential qualifications:

• High School Diploma or equivalent work experience
• Must be 18 years of age or older
• 1+ years of customer service experience, with a focus on analyzing and solving customer concerns
• Experience with computer and Windows PC applications, including the ability to navigate and learn new and complex computer system applications
• Ability to type at a speed of 35-40 words per minute, with an accuracy of 90%
• Ability to work any full-time (40 hours/week) 8-hour shift between 9:00 AM - 5:30 PM CST, Monday - Friday, with occasional overtime, weekends, and holidays as needed

Preferred Qualifications

While not required, the following qualifications are preferred:

• Experience in a related environment, such as an office, call center, or customer service role, using phones and computers as primary job tools
• Prior healthcare experience and knowledge of healthcare terminology

Telecommuting Requirements

To be eligible for this remote opportunity, you must:

• Reside within the state of Tennessee
• Have a dedicated work area established that is separated from other living areas and provides information privacy
• Have a reliable high-speed internet connection, either through a UnitedHealth Group-approved provider or an existing service
• Be able to keep all company-sensitive documents secure

Soft Skills

In addition to the technical requirements, we are looking for candidates who possess the following soft skills:

• Ability to multitask, including typing in multiple conversations
• Ability to resolve calls and messages, avoiding escalated complaints
• Time management skills
• Emotional intelligence and empathy
• Active listening and comprehension
• Excellent written communication skills
• Demonstrated problem-solving, organization, and interpersonal skills
• Demonstrated experience consistently achieving quality and productivity standards

Career Growth and Development

At UnitedHealth Group, we are committed to helping our employees grow and develop in their careers. As a Provider Customer Service Call and Chat Representative, you will have access to:

• 12 weeks of paid training, with ongoing support and coaching to ensure your success
• Opportunities for advancement and professional growth, with a clear path for career development
• A comprehensive benefits package, including medical, dental, and vision coverage, as well as a 401(k) plan and paid time off
• A dynamic and supportive work environment, with a team of experienced professionals who are passionate about delivering exceptional service

Work Environment and Company Culture

At UnitedHealth Group, we pride ourselves on our diverse and inclusive work environment. We believe that everyone deserves the opportunity to live their healthiest life, and we are committed to creating a workplace that reflects this value. As a remote employee, you will be part of a virtual team that is dedicated to delivering exceptional service to our providers and members.

Compensation and Benefits

We offer a competitive salary and comprehensive benefits package, including:

• Medical, dental, and vision coverage
• 401(k) plan with company match
• Paid time off, including vacation, sick leave, and holidays
• Opportunities for advancement and professional growth
• A dynamic and supportive work environment

Conclusion

If you are a motivated and compassionate individual who is passionate about delivering exceptional service, we encourage you to apply for this exciting opportunity. As a Provider Customer Service Call and Chat Representative, you will be part of a team that is dedicated to making a difference in the lives of our providers and members. Don't miss out on this chance to join a dynamic and supportive team and take your career to the next level. Apply today and let's build the future together!

Apply now and become a part of our team!