Provider Customer Service Call and Chat Representative – Remote in TN in Kingsport, Tennessee

At UnitedHealthcare , we’re simplifying the health care experience, creating healthier communities and removing barriers to quality care. The work you do here impacts the lives of millions of people for the better. Come build the health care system of tomorrow, making it more responsive, affordable and equitable. Ready to make a difference? Join us to start Caring. Connecting. Growing together.

The Provider Customer Services Call and Chat Representative will be supporting providers that care for our members. They are responsible for providing responses to questions that may include Benefits and eligibility, Billing and payments, Clinical Authorizations, EOB, and Behavioral health either by phone call or concurrent chat.

This position is full-time (40 hours / week) Monday – Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 9i:00 am-5:35 pm PM CST. It may be necessary, given the business need, to work occasional overtime, weekends, and / OR some holidays.

We offer 11 weeks of paid training. The hours during training will be 8:00 AM – 4:30 PM CST from Monday – Friday. Training will be conducted virtually from your home.

If you are located within the state of Tennessee, you will have the flexibility to work remotely* as you take on some tough challenges.

Primary Responsibilities:

• Serves as the advocate for providers by demonstrating accountability and ownership to resolve issues

• Service Providers in a multi – channel environment including call, concurrent chat, as required

• Quickly and appropriately triage contacts from healthcare professionals (i.e., physician offices, clinics, billing offices)

• Seek to understand and identify the needs of the provider, answering questions and resolving issues (e.g., benefits and eligibility, billing and payments, clinical authorizations, explanation of benefits, behavioral health)

• Research and dissect complex prior authorization and claim issues and take appropriate steps to resolve identified issues to avoid repeat calls / messages, escalations, and provider dissatisfaction

• Collaborate effectively with multiple internal partners to ensure issues are resolved and thoroughly communicated to providers in a timely manner

• Strong multitasking to effectively and efficiently navigate more than 30 systems to extract necessary information to resolve and avoid issues across multiple lines of business (C&S, M&R, E&I) provider types, and call types

• Influence providers to utilize self – service digital tools assisting with navigation questions and selling the benefits of the tool including aiding in faster resolution

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 customer service experience with analyzing and solving customer’s concerns

• Ability to type at the speed of greater than OR equal to 35 – 40+ WPM with an accuracy of 90%

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

• Ability to work any full-time (40 hours / week), 8-hour shift between the hours of 9 AM – 5:35 PM CST from Monday – Friday. It may be necessary, given the business need, to work occasional overtime, weekends, and / OR some holidays based on business need.

Preferred Qualifications:

• Prior health care experience and knowledge of healthcare terminology

• Experience in a related environment (i.e., office, call center, customer service, etc.), using phones and computers as the primary job tools

Telecommuting Requirements:

• Reside within the state of TN

• 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:

• Ability to multi – task, including the ability to type 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

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

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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