Position Description:

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.

The Bilingual Senior Call Center Customer Service Representativeis responsible for handling all incoming Billing/ Eligibility and claims phone calls and for serving as the primary customer interface for departmental 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.
• Informs and educates new customers regarding billing/invoicing set up and billing/payment procedures
• 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  

*** Telecommuting is available only to current telecommuters. If you are currently are working in an office then you will continue reporting to that office.

Requirements:

• High School Diploma or GED 
• Previous call center experience taking up to 50 calls per day and working in a call cue is required.
• Previous experience working in a healthcare insurance setting is required
• Basic proficiency with Office Suite (Excel,PowerPoint,Ms Word)
• The ability to learn new and complex computer system applications is required
• Bilingual in Spanish is required

Assets:

• Medical terminology or experience preferred, but not required

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

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.

Diversity creates a healthier atmosphere: equal opportunity employer M/F/D/V

UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment. In addition, employees in certain positions are subject to random drug testing.