When you are in the business of health care, you're in the business of people. At UnitedHealth Group we want every customer experience to be distinctly personal. The challenge is complex. When people call us for help, their focus is on getting the best care possible. We help them understand their benefits and their options. This part of their lives matters a lot to them and it matters just as much to us. Our customer service teams have a serious responsibility to make every contact informative, productive, positive, and memorable for what it says about how much we care.

Primary Responsibilities:

• Serve as the liaison to a complex customer base to manage first level response and resolution of escalated issues with external and internal customers
• Identifies and resolves operational problems using defined processes, expertise and judgment
• Investigate claim and/or customer service issues as identified and communicate resolution to customers
• Provide feedback to team members regarding improvement opportunities
• Provides expertise and customer service support to members, customers, and/or providers
• Manages Client relationships of increasing size and complexity for both internal and external clients
• Consistently achieves and exceeds quality metrics expectations as set by client.
• Provides invoicing and reporting for assigned clients. 
• Process Documentation for all clients and processes.
• Has access to multiple client systems and is able to efficiently navigate.
• Manages inventory for assigned clients
• Advanced level of claims writing fundamentals.
• Identifies cross client process improvements through assigned client base.
• Conducts business analysis for assigned clients.
• Responsible for workflow across multiple lines of businesses.
• Understands claims adjudication from an end to end perspective.
• Responsible for the overall delivery of benefits and services by providing support and guidance to existing and potential customers to ensure continued membership.
• Extensive work experience, possibly in multiple functions.
• Work does not usually require established procedures.
• Works independently.
• Mentors others.
• Acts as a resource for others.
• Coordinates other's activities.