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.

Ability to audit across several departments, including call, claim, eligibility, and system configuration. Position would require familiarity with training/mentoring, as this role would work with Claims Analysts and Service Center Advocates on performance gaps found in audits. As well as lead 'Quality Summit' training sessions where the auditor would provide tips/suggestions/training tools to improve customer satisfaction through meeting quality metrics.

Primary Responsibilities:

• Responsible for quality assurance by conducting audits of calls of Customer Service Representatives
• Provide feedback to team members on audit results
• Analyze information and utilize to build recommendations to reduce errors and improve process performance
• Create, maintain and track reports in relation to performance
• Serve as subject matter resource to team members, supervisors and management staff
• 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 others activities.
  

Requirements:

• HS Diploma/GED
• Intermediate Skills with Excel (Must be able to create formulas and the ability to export and import data)
• Analytical experience (Must be able to analyze trends in data)
• 2+ Years Experience in a Customer Service Position (Call auditing) - This needs to be within the healthcare industry
• Work Hours: Monday thru Friday 6 AM 6 PM (Must be available to work any shift between these hours - Weekends are a possibility)

Assets:

• Claims processing experience Preferred
• Advanced skills in MS Excel and Access
• The ability to write effectively (This person must be able to communicate with internal and external business partners in a professional manner)

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

OptumHealth is part of the family of companies that make UnitedHealth Group one of the leaders across most major segments of the US health care system.

OptumHealth helps nearly 60 million Americans live their lives to the fullest by educating them about their symptoms, conditions and treatments; helping them to navigate the system, finance their health care needs and stay on track with their health goals. No other business touches so many lives in such a positive way. And we do it all with every action focused on our shared values of Integrity, Compassion, Relationships, Innovation & Performance.

At OptumHealth, you will perform within an innovative culture that's focused on transformational change in the health care system. You will leverage your skills across a diverse and multi-faceted business. And you will make contributions that will have an impact that's greater than you've ever imagined.

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.