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Senior Customer Service Representative - Green Bay, WI

UnitedHealth Group


Location:
Green Bay, WI
Date:
04/19/2018
2018-04-192018-05-18
Job Code:
761124
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Job Details

761124 Senior Customer Service Representative Green Bay WI

Senior Customer Service Representative - Green Bay, WI (761124)

Position Description

 
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.

Challenge can often be its own reward. But why settle for just being challenged when you can also be nurtured, mentored and supported as you make an impact in a fast paced career? At UnitedHealthcare, part of the UnitedHealth Group family of businesses, you can have all of the above, every day. Now, you can take advantage of some of the best training and tools in the world to help serve our existing and new customers. As a Senior Customer Service Representative, you’ll provide our members with the information they need to make better decisions about their health, helping them get access to the right care the first time. Every day, you'll provide compassionate and empathetic support to 50 to 70 callers providing guidance, support, and resolution for escalated issues. This is no small opportunity. This is where you can bring your compassion for others while building your career.

The Senior Customer Service Representative is responsible for handling all incoming phone calls and for serving as the primary customer interface for departmental inquiries.

Primary Responsibilities:
  • Ensures quality customer service for internal and external customers
  • Handles all incoming phone calls and identifies / assess customers’ needs accurately and timely regarding potential third party liability
  • Solves problems systematically, using sound business judgment
  • Applies appropriate communication techniques when responding to customers
  • Recommends customer service strategies and related improvements / enhancements
  • Maintains timely, accurate documentation for all phone call interactions
  • Consistently meets established productivity, schedule adherence, and quality standards
  • Seeks involvement in continuous quality and process improvement initiatives when warranted
Required Qualifications:
  • High School Diploma / GED (or higher)
  • 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
  • Available to work 40 hours per week from 10:30 am to 7:00 pm Monday through Friday
  • Familiarity with computer and Windows PC applications, which includes the ability to learn new and complex computer system applications
Soft Skills:
  • Ability to navigate a computer while on the phone
  • Ability to understand multiple products
  • Ability to remain focused and productive each day though tasks may be repetitive
  • Willing to work and contribute in a team environment
  • Flexible to change
  • Responsive to management's requests and suggestions; takes direction
  • Develops goals for self and monitors progress
  • Seeks assistance as appropriate
  • Ability to trouble-shoot problems
  • Demonstrates strong written and verbal communication skills and listens effectively
  • Demonstrated ability in customer service problem resolution and relationship building
  • Demonstrates basic analytical skills
Physical Requirements and Work Environment:
  • Frequent speaking, listening using a headset, sitting, use of hands / fingers across keyboard or mouse, 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: customers service, office, phone, computer, assist, call center

Job Details

  • Contest Number761124
  • 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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