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Senior Customer Service Representative - Phoenix, AZ

UnitedHealth Group

Phoenix, AZ
Job Code:
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Job Details

Senior Customer Service Representative - Phoenix, AZ(Job Number:728620)

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.SM

UnitedHealth Group is working to create the health care system of tomorrow.

Already Fortune 25, we are totally focused on innovation and change. We work a little harder. We aim a little higher. We expect more from ourselves and each other. And at the end of the day, we're doing a lot of good.

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 outbound member phone calls and to assist members with scheduling preventative health services with their assigned doctor.It is a production based role and you will be required to meet daily, monthly and quarterly production numbers. The major focus is to outreach to our Medicaid members to assist them in scheduling with their doctor for preventative services. Job duties also include making sure we also assist members with transportation if needed. 

Primary Responsibilities:

  • Ensures quality customer service for our external customers.
  • Meets established productivity, schedule adherence, and quality standards.
  • Manages outbound customer service calls.
  • Identifies and assesses customers' needs quickly and accurately.
  • Solves problems systematically, using sound business judgment.
  • Partners with other customer service representatives to resolve complex customer service inquiries. 
  • Applies appropriate communication techniques when responding to customers, particularly in stressful situations.
  • Informs and educates new customers regarding preventative health care services available to the member and/or the child of the guardian.
  • Places outgoing phone calls to complete follow-up on customer service requests as necessary.
  • Maintains timely, accurate documentation for all appropriate transactions.
  • Consistently meets established productivity, schedule adherence, and quality standards.
  • Keeps management abreast of all outstanding issues.
  • Adapts procedures, processes, and techniques to meet the more complex position requirements.
  • Addresses special (ad-hoc) projects as appropriate.
  • Seeks involvement in continuous quality improvement initiatives.
  • Ensures quality customer service for internal and external customers.
  • The candidates must be bi-lingual - English and Spanish speaking
  • Extensive work experience within own function.
  • Works independently.
  • May act as a resource for others.


Job Phone Support
Primary Location US-AZ-Phoenix
Other Location 
Organization C&S Quality Management
Schedule Full-time
Number of Openings 1
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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