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Senior Customer Service Representative - Costa Mesa, CA

UnitedHealth Group


Location:
Costa Mesa, CA
Date:
11/21/2017
2017-11-212017-12-20
Job Code:
735558
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Job Details

735558 Senior Customer Service Representative Costa Mesa CA

Senior Customer Service Representative - Costa Mesa, CA (735558)

Position Description

Position Description:

Energize your career with one of Healthcare’s fastest growing companies.  
 
You dream of a great career with a great company - where you can make an impact and help people.  We dream of giving you the opportunity to do just this. And with the incredible growth of our business, it’s a dream that definitely can come true. Already one of the world’s leading Healthcare companies, UnitedHealth Group is restlessly pursuing new ways to operate our Service Centers, improve our Service levels and help people lead healthier lives. We live for the opportunity to make a difference and right now, we are living it up.
 
This opportunity is with one of our most exciting business areas: Optum - a growing part of our family of companies that make UnitedHealth Group a Fortune 6 leader.
 
Optum helps nearly 60 million Americans live their lives to the fullest by educating them about their symptoms, conditions, and treatments; helping them to navigate the system, finance their Healthcare needs, and stay on track with their Health goals. No other business touches so many lives in such a positive way. And we do it all with every action focused on our shared values of Integrity, Compassion, Relationships, Innovation, and Performance.

The Senior Customer Service Representative is responsible for handling all incoming Billing and Eligibility phone calls and for serving as the primary customer interface for departmental inquiries. Positions in this function are responsible for providing expertise and customer service support to members, customers, and / or providers. Direct phone - based customer interaction to answer and resolve a wide variety of inquiries. Employees in jobs labeled with SCA must support a government Service Contract Act (SCA) agreement.

Primary Responsibilities:
  • Ensures quality customer service for internal and external customers
  • Responds to incoming customer service requests, both verbal and written.
  • Identifies and assesses customers' needs quickly and accurately.
  • Solves problems systematically, using sound business judgment.
  • Partners with other billing and eligibility department representatives to resolve complex customer service inquiries.
  • Monitors delegated customer service issues to ensure timely and accurate resolution.
  • Applies appropriate communication techniques when responding to customers, particularly in stressful situations.
  • Informs and educates new customers regarding billing / invoicing set up and billing / payment procedures.
  • Places outgoing phone calls to complete follow - up on customer service requests as necessary.
  • Responds to customer service inquiries in writing as necessary.
  • Processes member terminations (i.e. phone dis - enrollment).
  • Establishes and demonstrates competency in eligibility, billing and receivable systems and associated applications.
  • Implements customer service strategies and recommends related improvements / enhancements.
  • Maintains timely, accurate documentation for all appropriate transactions.
  • Makes corrections and adjustments.
  • Consistently meets established productivity, schedule adherence, and quality standards.
  • Proactively seeks to further develop billing and accounts receivable competencies.
  • Keeps management abreast of all outstanding issues.
  • Adapts procedures, processes, and techniques to meet the more complex position requirements.
  • Participates in load balancing.
  • Addresses special (ad - hoc) projects as appropriate.
  • Seeks involvement in continuous quality improvement initiatives.
  • Ensures quality customer service for internal and external customers
  • Extensive work experience within own function.
  • Work is frequently completed without established procedures.
  • Works independently.
  • May act as a resource for others.
  • May coordinate others' activities.
Required Qualifications:
  • High School Diploma / GED
  • Must be able to work 8:00 AM - 5:00 PM Monday - Friday with the flexibility to adjust daily schedule, and work overtime and / or weekends, as needed
  • 1+ years of customer service experience analyzing and solving customer problems, OR 1+ years of experience in an office setting environment using the telephone and computer as the primary instruments to perform job duties
  • Ability to create and edit professional documents on Microsoft Word
  • Ability to input data onto Microsoft Excel spreadsheets
  • Experience with Navigator and IRIS applications
Soft Skills:
  • Ability to navigate a computer while on the phone
Physical Requirements and Work Environment:
  • Frequent speaking, listening using a headset, sitting, use of hands / fingers across keyboard or mouse, handling other objects, long periods working at a computer
  • Service center environment with moderate noise level due to Representatives talking, computers, printers, and floor activity
OptumRx is an empowering place for people with the flexibility to help create change. Innovation is part of the job description. And passion for improving the lives of our customers is a motivating factor in everything we do.
 
If you're ready to talk about groundbreaking interactions, let's talk about what happens when a firm that touches millions of lives decides to gather results from millions of prescriptions every month and analyze their impact. Let's talk about smart, motivated teams. Let's talk about more effective and affordable healthcare solutions. This is caring. This is great chemistry. This is the way to make a difference. We're doing all this, and more, through a greater dedication to our shared values of integrity, compassion, relationships, innovation and performance. Join us and start doing your life’s best work.SM

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.

Keywords: customer service representative, customer service, CSR, sales, outbound calls, Optum, UnitedHealth Group, call center, health care, office, phone support, training class, Senior, SR

Job Details

  • Contest Number735558
  • Job TitleSenior Customer Service Representative - Costa Mesa, CA
  • Job FamilyCustomer Services
  • Business SegmentOptumRx

Job Location Information

  • Costa Mesa, CA
    United States
    North America

Additional Job Detail Information

  • Employee StatusRegular
  • ScheduleFull-time
  • Job LevelIndividual Contributor
  • ShiftDay Job
  • TravelNo
  • Telecommuter PositionNo
  • Overtime StatusNon-exempt

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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