Customer Service Representative – National Remote in Minneapolis, Minnesota

UMR, UnitedHealthcare’s  third-party administrator (TPA) solution, is the nation’s largest TPA. When you work with  UMR, what you do matters. It’s that simple . . . and it’s that rewarding.

In providing consumer – oriented health benefit plans to millions of people; our goal is to create higher quality care, lower costs and greater access to health care. Join us and you will be empowered to achieve new levels of excellence and make a profound and personal impact as you contribute to new innovations in a vital and complex system. Opportunities are endless for your career development and advancement within  UMR  due to our record-breaking growth.

Regardless of your role at  UMR, the support you feel all around you will enable you to do what you do with energy, quality, and confidence. So, take the first step in what is sure to be a fast – paced and highly diversified career.

As Customer Service Representative you would come in and log in and take call from our members looking for providers, also verifying if provider is in network. On average this teams receives 5000 calls a month and would be taking at least 50 calls a day. You will be scheduled a 30-minute lunch, and 2 15 minutes breaks (morning and afternoon). You will have you manager to lean on. You will also be expected to attend monthly team meetings. Some systems you would be using Health Rule Payers, Phone system Genesis Cloud, Ancillary Care Services, Teams.

This position is full-time, Monday – Friday. Employees are required to work our normal business hours of 8:30 am -5:00 pm CST. It may be necessary, given the business need, to work occasional overtime.

We offer weeks of on-the-job training. The hours of the training will be aligned with your schedule.

You’ll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges.

Primary Responsibilities:

• Answer incoming phone calls from customers and identify the type of assistance the customer needs (i.e. benefit and eligibility, billing and payments, authorizations for treatment and explanation of benefits (EOBs)

• Ask appropriate questions and listen actively to identify specific questions or issues while documenting required information in computer systems

• Own problem through to resolution on behalf of the customer in real time or through comprehensive and timely follow-up with the member

• Review and research incoming healthcare claims from members and providers (doctors, clinics, etc) by navigating multiple computer systems and platforms and verifies the data/information necessary for processing (e.g. pricing)

• Communicate and collaborate with members and providers to resolve issues, using clear, simple language to ensure understanding

• Meet the performance goals established for the position in the areas of: efficiency, accuracy, quality, member satisfaction and attendance

You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

Required Qualifications:

• High School Diploma / GED OR equivalent work experience

• Must be 18 years of age OR Older

• 1+ years of prior experience in an office setting, call center setting or phone support role

• Familiarity with computer and Windows PC applications, which includes the ability to navigate and learn new and complex computer system application

• Ability to work our normal business hours of 8:30 am -5:00 pm CST. It may be necessary, given the business need, to work occasional overtime

Preferred Qualifications:

• 1+ years of Healthcare Insurance experience

Telecommuting Requirements:

• Ability to keep all company sensitive documents secure (if applicable)

• Required to have a dedicated work area established that is separated from other living areas and provides information privacy

• Must live in a location that can receive a UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet service

Soft Skills:

• Demonstrated ability to quickly build rapport and respond to customers in a compassionate manner by identifying and exceeding customer expectations (responding in respectful, timely manner, consistently meeting commitments)

• 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

• Ability to work regularly scheduled shifts within our hours of operation including the training period, where lunches and breaks are scheduled, with the flexibility to adjust daily schedule, and work over-time and/or weekends, as needed

• Proficient verbal and written communication skills

*All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter Policy

California, Colorado, Connecticut, Hawaii, Nevada, New Jersey, New York, Rhode Island, Washington, Washington, D.C., Maryland Residents Only: The hourly range for this role is $16.00 to $28.27 per hour. Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. UnitedHealth Group complies with all minimum wage laws as applicable. In addition to your salary, UnitedHealth Group offers benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with UnitedHealth Group, you’ll find a far-reaching choice of benefits and incentives.

Application Deadline: This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants.

At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone–of every race, gender, sexuality, age, location, and income–deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups, and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes — an enterprise priority reflected in our mission.

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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