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 Senior Customer Service Representative - Rancho Cordova, CA - RANCHO CORDOVA, California, United States

Job information
Posted by: UnitedHealth Group 
Hiring entity type: Insurance 
Work authorization: Existing work authorization required for United States
Position type: Direct Hire, Full-Time 
Compensation: ******
Benefits: See below
Relocation: Not specified 
Position functions: Customer service & support
Travel: Minimal 
Accept candidates: from anywhere 
Languages: English - Fluent
Spanish - Fluent
Minimum education: See below 
Minimum years experience: See below 
Resumes accepted in: English
Cover letter: No cover letter requested
Job code: 753363 / Latpro-3600516 
Date posted: Mar-03-2018
State, Zip: California, 95670


Position Description:    Combine two of the fastest-growing fields on the planet with a culture of performance, collaboration and opportunity and this is what you get. Leading edge technology in an industry that's improving the lives of millions. Here, innovation isn't about another gadget, it's about making Healthcare data available wherever and whenever people need it, safely and reliably. There's no room for error. Join us and start doing your life's best work.   Health care isn't just changing.  It's growing more complex every day.  ICD10 replaces ICD9.  Affordable Care adds new challenges and financial constraints.  Where does it all lead?   Hospitals and health care organizations continue to adapt, and we are vital part of their evolution.  And that's what fueled these exciting new opportunities.   Who are we?  Optum360.  We're a dynamic new partnership formed by Dignity Health and Optum to combine our unique expertise.  As part of the growing family of UnitedHealth Group, we'll leverage our compassion, our talent, our resources and experience to bring financial clarity and a full suite of revenue management services to health care providers nationwide.   If you're looking for a better place to use your passion, your ideas and your desire to drive change, this is the place to be. It's an opportunity to do your life's best work.    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 UnitedHealth Group is working to create the health care system of tomorrow.  Already Fortune 6, 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. The Senior Customer Service Representative is responsible for handling all incoming Billing and Eligibility 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. Applies appropriate communication techniques when responding to customers, particularly in stressful situations. Informs and educates new customers regarding billing/invoicing set up and billing/payment procedures. Places outgoing phone calls to complete follow-up on customer service requests as necessary. 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. Extensive work experience within own function. Work is frequently completed without established procedures. Works independently. May act as a resource for others. May coordinate others activities.


Requirements:High school diploma/ GED Available to work 40 hours per week within the operating hours of the site (Monday - Friday 830am to 5pm)1+ years of customer service experience analyzing and solving customer problems, OR 1+ years of experience in an office setting environment using the telephone and computer as the primary instruments to perform job duties.1+ years of basic proficiency with Windows PC applications which includes the ability to learn new and complex computer system applications1+ years of multi-tasking in an office setting or customer service environment:1+ years experience with ability to balance and prioritize multiple tasks.Assets:Basic knowledge of managed care industry1+ years of customer service experience in a call center environment preferredBasic Knowledge of Billing/ Finance and Eligibility processes, practices and concepts preferredAbility to create, copy, edit, send, and save within MS, Word, Excel, Visio and OutlookBilingual in SpanishSoft Skills:Strong written and verbal communication skillsMust be willing to work and contribute in a team environment and flexible to change.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 computerService center environment with moderate noise level due to Representatives talking, computers, printers, and floor activityHelping create positive customer experiences for our providers and members can drive your sense of impact and purpose. Join us as we improve the lives of millions. Learn more about how you can start doing your life's best work.SMCareers with Optum360. At Optum360, we're on the forefront of health care innovation. With health care costs and compliance pressures increasing every day, our employees are committed to making the financial side more efficient, transferable and sustainable for everyone. We're part of the Optum and UnitedHealth Group family of companies, making us part of a global effort to improve lives through better health care. In other words, it's a great time to be part of the Optum360 team. Take a closer look now and discover why a career here could be the start to doing your life's best work.SM
Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity/Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.
UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.Keywords: Rancho Cordova, CA, Senior Customer Service Representative, customer
service, office setting, bilingual, Spanish, Word, Visio, Excel, Outlook


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