The role of the Customer Care Professional is to build trusted relationships with members across their health care lifecycle. This is done by assisting in plan selection and enrollment, educating members about management of their health and well being, helping members to maximize health plan benefits and personal health care dollars and owning customer service inquiries through to resolution.

Responsibilities:

• Assist members with selecting the best benefit plan options available to them through the enrollment process, including enrollment in specialized care programs
• Resolve member service inquiries related to:
• Medical benefits, eligibility and claims
• Financial spending accounts
• Pharmacy benefits, eligibility and claims
• Correspondence requests
• Educate members about the fundamentals of consumer-driven health care including:
• Managing health and well being
• Maximizing the value of their health plan benefits
• Choosing a quality care provider
• Premium provider education and steerage
• Own problem through to resolution on behalf of the member in real time or through comprehensive and timely follow-up with the member
• Help members navigate myuhc.com and other UnitedHealth Group websites
• Intervene with care providers on behalf of the member
• Research complex issues across multiple databases and work with support resources to resolve member issues
• Assist members with provider appointment scheduling
• Connect members with internal specialists for assistance when needed
• Partner with others to resolve escalated issues
• Provide education and status on previously submitted pre-authorizations or pre-determination requests
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• Minimum 1 year working in a customer service environment OR working in a professional/military setting using a computer and telephone
• An education level of at least a high school diploma or GED OR 10 years of equivalent working experience
• Healthcare experience preferred
• Expert need identification, intake and listening skills
• Strong verbal and written communication skills
• Strong time management skills
• Strong problem solving approach to quickly assess current state and formulate recommendations
• Quickly identify requested information and anticipate future needs
• Ability to translate jargon and complex processes into simple, step-by-step instructions members can understand and act upon
• Ability to overcome objections and persuade members to take action / change behavior
• Flexibility to customize approach to meet all types of member communication styles and personalities
• Excellent conflict management skills including:
• Professionally and adeptly resolve issues while under stress
• Diffuse conflict and member distress
• Demonstrate personal resilience
• Strong attention to detail
• Associate degree or higher preferred
• Successful completion of United Health Care Operations CCP new hire training and demonstrated proficiency required
• Quality focused

• 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.