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Senior Customer Service Representative - Green Bay, WI

UnitedHealth Group


Location:
Green Bay, WI
Date:
11/17/2017
2017-11-172017-12-16
Job Code:
735108
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Job Details

735108 Senior Customer Service Representative Green Bay WI

Senior Customer Service Representative - Green Bay, WI (735108)

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 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 and 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 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
  • 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
Required Qualifications:
  • High School Diploma / GED (or higher)
  • Familiarity with a computer and Windows PC applications, which includes the ability to learn new and complex computer system applications
  • Available to work 40 hours per week anytime within the operating hours of the site (10:30 am - 7:00 pm Monday through Friday)
Preferred Qualifications:
  • Experience with Microsoft Word (create and edit documents) and Microsoft PowerPoint (create and send presentations)
  • 1+ years of prior experience in an office setting, call center setting, or phone support role
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
Careers with Optum. Here's the idea. We built an entire organization around one giant objective; make the health system work better for everyone. So, when it comes to how we use the world's large accumulation of health-related information, or guide health and lifestyle choices or manage pharmacy benefits for millions, our first goal is to leap beyond the status quo and uncover new ways to serve. Optum, part of the UnitedHealth Group family of businesses, brings together some of the greatest minds and most advanced ideas on where health care has to go in order to reach its fullest potential. For you, that means working on high performance teams against sophisticated challenges that matter. Optum, incredible ideas in one incredible company and a singular opportunity to do your life's best work.
 
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 Number735108
  • Job TitleSenior Customer Service Representative - Green Bay, WI
  • Job FamilyCustomer Services
  • Business SegmentOptum Operations

Job Location Information

  • Green Bay, WI
    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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