PositionDescription:

ASenior Customer Service Representative position answers inbound calls, emails,and faxes from physicians, clients, and members relating primarily to Claimsand Patient information regarding Complex Medical Conditions, such asTransplantation and Cancer. Position requires using in-depth problem solvingwhile ensuring a high level of customer satisfaction and maximizingproductivity. Positions in this function are responsible for providingexpertise and customer service support to members, customers, and/orproviders.  Direct phone-based customer interaction to answer and resolvea wide variety of inquiries. Our mission is to help people live their lives tothe fullest. Our values are Integrity, Compassion, Relationships, Innovation,and Performance.

PrimaryResponsibilities:

• Answering incoming phone lines, faxes, emails, and voicemail daily, providing members and providers with basic OptumHealth information and benefit plans, helping them with questions and access to receiving services/products in a professional and timely manner
• Utilizes multiple systems to attempt to resolve the issue on the call
• Routes those issues unable to resolve to the appropriate team for resolution
• Quickly and accurately identify and assess individual physician and customer needs and take appropriate action steps to satisfy those needs
• Solve problems systematically, using sound business judgment, and following through on commitments
• Respond to customers in a polite and courteous manner, projecting patience, empathy, caring, and sincerity in voice tone and words
• Establish rapport over the phone quickly, and remain positive and upbeat 
• Outstanding attendance record is critical, punctual adherence to scheduled work start times
• Consistently meet established productivity, schedule adherence, and quality standards
• Demonstrate the ability to build and maintain productive working relationships with others and contribute as an effective staff member in a small, close-knit work group
• Establish and maintain control of inbound calls
• Utilize any 'down' time to respond in writing to provider inquiries using pre-approved letters and secure email
• Use UHG technology to track, route and retrieve information
• Demonstrate strong data entry skills and proficiency use of a PC
• Answering incoming phone lines, faxes, emails, and voicemail daily, providing members and providers with basic OptumHealth information and benefit plans, helping them with questions and access to receiving services/products in a professional and timely manner
• Researches and adds accurate benefit information to databases to aid other staff (clinical and non-clinical) in appropriately assisting members
• Ensure a high level of customer service and maximizing productivity
• Build knowledge of the healthcare insurance industry and medical terminology
• Proficient with healthcare databases
• Work is frequently completed without established procedures
• Works independently
• May act as a resource for others
• Applies knowledge/skills to a range of moderately complex activities
• Proactively identifies solutions to non-standard requests
• Works with team to solve complex problems

Requirements:

• High School Diploma/ GED with 2+ years of telephonic customer service experience within a call center OR a Bachelor's degree is required
• Typing 40+ wpm (words per minute) is required

Soft Skills:

• Strong interpersonal and communication skills, written and verbal
• Strong customer service skills
• Technical aptitude
• Self-directed worker
• Strong detail-oriented and analytical skills
• Able to work in a fast-paced, changing environment within a complex organization

OptumHealth is part of thefamily of companies that make UnitedHealthGroup one of the leaders across most major segments of the UShealth care system.

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

At OptumHealth, you will perform within an innovative culture that's focused ontransformational change in the health care system. You will leverage your skillsacross a diverse and multi-faceted business. And you will make contributionsthat 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 adrug test before beginning employment. In addition, employees in certainpositions are subject to random drug testing.