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Senior Customer Service Representative - Rancho Cordova, CA

UnitedHealth Group


Location:
RANCHO CORDOVA, CA
Date:
09/05/2017
2017-09-052017-10-04
Job Code:
1792534
Apply on the Company Site
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Job Details


Senior Customer Service Representative - Rancho Cordova, CA(Job Number:732364)
Description

Position Description:
 
Combine two of the fastest - growing fields on the planet with a culture of performance, collaboration and opportunity and this is what you get. Leading edge technology in an industry that's improving the lives of millions. Here, innovation isn't about another gadget, it's about making Healthcare data available wherever and whenever people need it, safely and reliably. There's no room for error. Join us and start doing your life’s best work.

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.

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
  • 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-RANCHO CORDOVA
Other Location 
Organization O360 Dignity Health Back Ops
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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