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Senior Customer Service Representative - Cypress, CA

UnitedHealth Group


Location:
Cypress, CA
Date:
09/05/2017
2017-09-052017-10-04
Job Code:
1785627
Apply on the Company Site
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Job Details


Senior Customer Service Representative - Cypress, CA(Job Number:730092)
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 17 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 & Performance.


Through our family of businesses and a lot of inspired individuals, we're building a high-performance health care system that works better for more people in more ways than ever. Now we're looking to reinforce our team with people who are decisive, brilliant and built for speed.

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 disenrollment)
  • 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
  • Inbound phone calls to analyze responses from members and identify subrogation potential for review
  • Refer files to analysts to review for further investigation and savings
  • Additional project work as needed
  • 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

Job Phone Support
Primary Location US-CA-Cypress
Other Location 
Organization Optum Ops-Admin Call Services
Schedule Full-time
Number of Openings 2
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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