Experienced Provider Customer Service Representative - Remote Call and Chat Support for Healthcare Professionals

Join the UnitedHealthcare Team: Transforming Healthcare and Enhancing Lives

At UnitedHealthcare, we're 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're seeking a compassionate and skilled Provider Customer Service Representative to join our team, working remotely from the comfort of your own home in Indiana. As a key member of our customer service team, you'll have the opportunity to make a positive impact on the lives of millions of people.

About the Role

We're looking for an experienced customer service professional to provide exceptional support to healthcare providers through phone and chat interactions. As a Provider Customer Service Representative, you'll serve as a trusted advocate for providers, addressing their questions and concerns related to benefits, eligibility, billing, clinical authorizations, and more. Your goal will be to provide timely and effective resolutions, ensuring a seamless experience for providers and their patients.

Key Responsibilities

• Provider Advocacy: Serve as a liaison between healthcare providers and UnitedHealthcare, demonstrating accountability and ownership to resolve issues efficiently.
• Multi-Channel Support: Respond to provider inquiries via phone and concurrent chat, providing exceptional customer service and resolving issues in a timely manner.
• Issue Triage: Quickly assess and prioritize contacts from healthcare professionals, identifying needs and addressing concerns related to benefits, eligibility, billing, and clinical authorizations.
• Complex Issue Resolution: Research and resolve complex prior authorization and claim issues, collaborating with internal partners to ensure thorough communication and timely resolution.
• Multitasking: Effectively navigate multiple systems to extract necessary information, resolving issues across various lines of business and provider types.
• Digital Tool Promotion: Encourage providers to utilize self-service digital tools, assisting with navigation and highlighting the benefits of these resources.

Requirements and Qualifications

Essential Qualifications:

• Education: High school diploma or equivalent work experience.
• Customer Service Experience: At least 1 year of customer service experience analyzing and solving customer concerns.
• Computer Skills: Proficiency with Windows PC applications, including the ability to navigate and learn new complex computer systems.
• Typing Speed: Typing speed of 35-40 WPM with 90% accuracy.
• Availability: Ability to work full-time (40 hours/week), Monday - Friday, between 10:35 AM - 7:05 PM CST, with flexibility to work occasional overtime, weekends, and holidays.
• Age: Must be 18 years of age or older.

Preferred Qualifications:

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

Soft Skills and Competencies

To succeed in this role, you'll need to possess:

• Multitasking: Ability to type in multiple conversations and manage multiple priorities.
• Problem-Solving: Demonstrated problem-solving skills, with the ability to resolve calls and messages efficiently.
• Time Management: Effective time management skills, with the ability to prioritize tasks and meet productivity standards.
• Emotional Intelligence: Strong emotional intelligence and empathy, with the ability to understand and address provider concerns.
• Active Listening: Excellent active listening and comprehension skills, with the ability to communicate effectively with providers.
• Written Communication: Strong written communication skills, with the ability to document interactions and provide clear, concise information.

What We Offer

At UnitedHealthcare, we're committed to providing a comprehensive benefits package and a supportive work environment that enables you to grow and thrive. Here are just a few of the benefits and perks you'll enjoy:

• Competitive Salary: Hourly range of $16.88 to $33.22 per hour, based on experience and qualifications.
• Comprehensive Benefits: Access to a comprehensive benefits package, including medical, dental, and vision coverage.
• Incentive Programs: Opportunities to earn incentives and recognition for outstanding performance.
• Equity Stock Purchase: Ability to purchase UnitedHealth Group stock.
• 401k Contribution: Company matching contribution to your 401k plan.
• Paid Training: 11 weeks of paid training to ensure your success in the role.

Our Culture and Values

At UnitedHealthcare, we're committed to creating a diverse and inclusive work environment that values and respects the contributions of all employees. We believe that everyone deserves the opportunity to live their healthiest life, and we're dedicated to:

• Mitigating Our Impact: Reducing our environmental impact and promoting sustainable practices.
• Delivering Equitable Care: Addressing health disparities and improving health outcomes for all.
• Promoting Diversity and Inclusion: Fostering a culture of inclusion and respect, where everyone feels valued and empowered to contribute.

How to Apply

If you're a motivated and compassionate customer service professional looking to make a difference in the lives of millions of people, we encourage you to apply for this exciting opportunity. Please click the link below to submit your application:

We look forward to hearing from you and discussing how you can join our team and contribute to our mission of helping people live healthier lives.