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Customer Service Rep - San Antonio, TX

UnitedHealth Group


Location:
San Antonio, TX
Date:
09/05/2017
2017-09-052017-10-04
Job Code:
1764099
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Job Details


Customer Service Rep - San Antonio, TX(Job Number:721367)
Description

Don't wait to apply we have training classes starting soon that are designed to set you up for success!
 
You want more challenge. You want more opportunity. Even more, you want the chance to make an impact the lives of others. We want more people like you. When you join us as a Customer Service Advocate for UnitedHealthcare, you'll have the opportunity to make a difference in the lives of our health plan members each day as they look to you as their trusted advisor and advocate. You'll be empowered to compassionately deliver an exceptional experience to between 50 to 70 callers per day; always remembering that there is a real person on the other end of the phone who is looking for help, guidance, and support. You'll help them make informed decisions about their care services by answering their questions, resolving their issues or helping them enroll in and/or select a health plan. You'll do this by developing and maintaining a productive relationship and interaction with all callers, while providing personalized, and consultative education and information. Here, you'll join us on a mission to deliver the best customer service in the health care industry. Period. Your compassion and customer service expertise combined with our support, training and development will ensure your success. This is no small opportunity. This is where you can bring your compassion for others while doing your life's best work.(sm)
 
The Customer Service Specialist provides expert service to providers and patients who have claims related questions by promptly responding to their concerns in a timely manner. In addition, this position will resolve payment / adjudication questions at the time the call is received; explaining calculation methodology, contract terms, procedures, etc.

To learn even more about this position, hear from other Customer Service Advocates. Click here to watch a short video about the job: http://uhg.hr/customerserviceadvocate1
(Note: these videos are labeled with our internal job title of Health Advisor)
 
There are several steps in our hiring process; it's a thorough process because we want to ensure the best job and culture fit for you and for us. In today's ultra-competitive job market, the importance of putting your best foot forward is more important than ever. And you can start by completing all required sections of your application. (i.e. profile, history, certifications and application/job questions). Once you submit your resume, you'll receive an email with next steps. This may include a link for an on-line pre-screening test that we ask you to complete as part of our selection process. You may also be asked to complete a digital video interview, but we will offer full instructions and tips to help you. After you have completed all of these steps, you can check on the status of your application at any time, but you will also be notified via e-mail.


Primary Responsibilities:
  • Respond to and resolve on the first call, customer service inquires and issues by identifying the topic and type of assistance the caller needs such as benefits, eligibility and claims, financial spending accounts and correspondence
  • Help guide and educate customers about the fundamentals and benefits of consumer-driven health care topics to include managing their health and well-being by selecting the best benefit plan options, maximizing the value of their health plan benefits and choosing a quality care provider
  • Intervene with care providers (doctor's offices) on behalf of the customer to assist with appointment scheduling or connections with internal specialists for assistance when needed
  • Assist customers in navigating myuhc.com and other UnitedHealth Group websites and encourage and reassure them to become self-sufficient
  • Own problem through to resolution on behalf of the customer in real time or through comprehensive and timely follow-up with the member
  • Research complex issues across multiple databases and work with support resources to resolve customer issues and/or partner with others to resolve escalated issues
  • Provide education and status on previously submitted pre-authorizations or pre-determination requests
  • Meet the performance goals established for the position in the areas of efficiency, call quality, customer satisfaction, first call resolution and attendance
  • Clearly communicates claims status, payment methodology, contract terms, procedures, etc. to customer
  • Identifies trends in errors or inquiries and reports these to appropriate personnel
  • Informs and assists callers with the claims appeals process, if necessary
  • Develops a tracking system to ensure that all priority issues are handled within established time frames and proactively notifies customers of anticipated delay
  • Answer customer service lines promptly and professionally and maintain at least a 95% response time
  • Demonstrate excellent customer service by determining the reason for the call, acknowledging the callers concerns and resolve concerns and/or explain action to be taken within the expected time line for resolution
  • Performs research on complex claim inquiries and expertly re-examines claims
  • Serves as a resource to medical group staff, network providers, health plan representatives and claims staff
  • Presents a pleasant voice to all callers, regardless of the stressful nature of the situation
  • Performs all other related duties as assigned

Job Phone Support
Primary Location US-TX-San Antonio
Other Location 
Organization WellMed Medical Mgmt, Inc
Schedule Full-time
Number of Openings 1
Apply on the Company Site

UnitedHealth Group is the most diversified health care company in the United States and a leader worldwide in helping people live healthier lives and helping to make the health system work better for everyone.

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