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Senior Correspondence Customer Service Representative - Eden Prairie, MN

UnitedHealth Group

Eden Prairie, MN
Job Code:
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Job Details

Senior Correspondence Customer Service Representative - Eden Prairie, MN(Job Number:725297)

Position Description:

Welcome to one of the toughest and most fulfilling ways to help people, including yourself. We offer the latest tools, most intensive training program in the industry and nearly limitless opportunities for advancement. Join us and start doing your life's best work.

As a Senior Correspondence Customer Service Representative, you will help us serve as a third party administrator for the State of Massachusetts Medicaid LTSS (Long term Service and Support) program by delivering an exceptional experience to healthcare providers calling with prior authorization and claims inquiries.

Primary Responsibilities:
  • Answer incoming phone calls from LTSS providers, identify the type of assistance needed and assist the provider or guide them to the appropriate resource.
  • Assist providers in navigating MA LTSS websites and encourage and reassure them to become self - sufficient.
  • Provide education and status on previously submitted prior authorizations.
  • Handle escalated calls, resolving more complex issues in a one and done manner.
  • Ask appropriate questions and listen actively to identify specific questions or issues while documenting required information in computer systems.
  • Identify and communicate steps / solutions to provider questions / issues by applying appropriate problem - solving skills and established guidelines,  using appropriate contact channels (e.g., letters, telephone, email and / or web chat)
  • Own problem through to resolution on behalf of the provider in real time or through comprehensive and timely follow - up with the provider.
  • Meet the performance goals established for the position in the areas of: efficiency, call quality, provider satisfaction, first call resolution and attendance.

Job Correspondence
Primary Location US-MN-Eden Prairie
Other Location 
Organization Government Solutions Sr Mgmt
Schedule Full-time
Number of Openings 3
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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