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Senior Customer Service Representative - Tampa, FL

UnitedHealth Group


Location:
Tampa, FL
Date:
02/20/2018
2018-02-202018-03-21
Job Code:
750544
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Job Details

750544 Senior Customer Service Representative Tampa FL

Senior Customer Service Representative - Tampa, FL (750544)

Position Description

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.

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.
Required Qualifications:
  • High School Diploma / GED or higher required
  • 4+ years of customer service experience analyzing and solving customer problems
  • 2+ years of basic proficiency with Windows PC applications which includes the ability to learn new and complex computer system applications
Preferred Qualifications:
  • Some College Preferred
  • Experience with ISET and / or experience with UNET
  • 2+ years of customer service experience in a call center environment
  • Verbal and written fluency in Mandarin, Spanish or German
  • Medical terminology knowledge and experience in the healthcare industry
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 UnitedHealthcare. Let's talk about opportunity. Start with a Fortune 6 organization that's serving more than 85 million people already and building the industry's singular reputation for bold ideas and impeccable execution. Now, add your energy, your passion for excellence, your near-obsession with driving change for the better. Get the picture? UnitedHealthcare is serving employers and individuals, states and communities, Military families and Veterans wherever they're found across the globe. We bring them the resources of an industry leader and a commitment to improve their lives that's second to none. This is no small opportunity. It's where you can 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: UnitedHealth group, Customer Service, Healthcare, Insurance, Global, Benefits, Eligibility

Job Details

  • Contest Number750544
  • Job TitleSenior Customer Service Representative - Tampa, FL
  • Job FamilyCustomer Services
  • Business SegmentUnitedHealthcare Global

Job Location Information

  • Tampa, FL
    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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