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.(sm)

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:

• Provide excellent customer service
• Constantly meet established productivity, schedule adherence, and quality standards
• Resolve customer service inquiries which could include
• Conducts direct outbound phone activity of Care Improvement Plus Special Needs Plan products and services to beneficiaries and providers in Plan service areas
• Provides support via inbound/outbound customer calls; must be able to meet established call metrics and quotas
• Ensures accurate and appropriate documentation support that translates into successful development and maintenance of Care Improvement Plus products and services
• Meets CMS and state requirements and ensures Medicare beneficiaries understand the products and services they are receiving, including guiding beneficiaries through the enrollment process
• Prepares reports setting forth progress, trends, and recommendations
• Identifies problems, troubleshoots, and provides guidance to customers;
• Adheres and suggests improvement to policies and procedures regarding problem identification, documentation, distribution, and correction to ensure immediate resolution
• Serves as liaison with all other division operations and services to keep abreast of policy and procedural changes;
• Maintains working knowledge of Medicare/Medicaid regulations, managed care industry, pertinent legislation, and the competitive environment

Requirements:

• An education level of at least a high school diploma or GED OR 10 years of equivalent working experience
• 2+ years of customer service experience analyzing and solving customer problems
• Moderate proficiency with Windows PC applications, which includes the ability to learn new and complex computer system applications
• Ability to navigate a computer while on the phone 

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
  

UnitedHealthcare, part of the UnitedHealth Group family of companies, is comprised of three specialized businesses dedicated to meeting the health care benefits needs of individuals and groups; all part of something greater, but each with a specialized focus

UnitedHealthcare Employer & Individual works with individuals, small businesses and large multi-site employers to provide innovative, affordable benefits services.

UnitedHealthcare Medicare & Retirement is focused on serving Americans over the age of 50. It is the largest business dedicated to meeting the growing health and well-being needs of aging individuals in the nation, serving one in five Medicare beneficiaries through a comprehensive and diversified array of products and services through four industry-leading businesses.

UnitedHealthcare Community & State provides high-quality, personalized, public-sector health care programs that help local government agencies improve health outcomes for millions of children and low-income and disabled individuals at an affordable cost.

Together, we're removing the barriers that keep people from receiving the kind of quality health care that makes a difference. We focus on Integrity, Compassion, Relationships, Innovation and Performance as we empower people to achieve better health and well-being.

Come grow and thrive in our culture of innovation and ideas. Because there is no opportunity greater than the quest to help people live healthier lives.

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.