Provider Customer Service Representative - National Remote

You'll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges.

At UnitedHealthcare, we're simplifying the health care experience, creating healthier communities, and removing barriers to quality care. The work you do here impacts the lives of millions of people for the better. Come build the health care system of tomorrow, making it more responsive, affordable, and equitable. Ready to make a difference? Join us and start doing your life's best work.SM

The Provider Customer Service Representative will be supporting providers that care for our 50 million members. In this role, you will serve healthcare professionals who are fluent in healthcare terminology, often with many years of experience across multiple payers. These healthcare professionals expect to receive timely, confident, and thorough responses to questions that span the full continuum of care delivered to a member, which may include, Intake for inpatient and outpatient services.

This position is full-time (40 hours / week), Monday - Friday. Employees are required to work our normal business hours of 9:30 AM - 6:00 PM CST. It may be necessary, given the business need, to work occasional overtime, weekends, and / or some holidays.

We offer 10 weeks of paid training. The hours during training will be 8:00 AM - 4:30 PM CST from Monday - Friday. Training will be conducted virtually from your home.

*All Telecommuters will be required to adhere to UnitedHealth Group's Telecommuter Policy.

Primary Responsibilities:

• Serves as the advocate for providers by demonstrating accountability and ownership to resolve issues
• Quickly and appropriately triage contacts from healthcare professionals (i.e., physician offices, clinics, billing offices)
• Seek to understand and identify the needs of the provider, answering questions and resolving issues (e.g., Intake for inpatient and outpatient services)
• Research and dissect complex prior authorization and take appropriate steps to resolve identified issues to avoid repeat calls, escalations, and provider dissatisfaction
• Collaborate effectively with multiple internal partners to ensure issues are resolved and thoroughly communicated to providers in a timely manner
• Strong multitasking to effectively and efficiently navigate multiple documents to extract necessary information to resolve and avoid issues across multiple groups, provider types, and call types
• Influence providers to utilize self when appropriate - service digital tools assisting with navigation questions and selling the benefits of the tool including aiding in faster resolution

You'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

Required Qualifications:

• High School Diploma / GED OR equivalent experience
• Must be 18 years of age OR older
• 1+ years of customer service experience with analyzing and solving customer's concerns
• Experience with using computer and Windows personal computer applications, which includes the ability to navigate and learn new and complex computer system applications
• Ability to type at the speed of greater than OR equal to 35 - 40+ WPM (words per minute) with an accuracy of 90%
• Ability to work any full - time (40 hours / week) shift between the hours of 9:30 AM - 6:00 PM CST from Monday - Friday including the flexibility to work occasional overtime, weekends, and / or some holidays based on business need

Preferred Qualifications:

• Experience in a related environment (i.e., office, call center, customer service, etc.), using phones and computers as the primary job tools
• Prior health care experience and knowledge of healthcare terminology

Telecommuting Requirements:

• Ability to keep all company sensitive documents secure (if applicable)
• Required to have a dedicated work area established that is separated from other living areas and provides information privacy
• Must live in a location that can receive a UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet service

Soft Skills:

• Ability to remain focused and productive with changing priorities and repetitive tasks
• Ability to resolve calls and messages, avoiding escalated complaints
• Time management skills
• Emotional Intelligence and Empathy
• Active Listening and Comprehension
• Excellent written communication skills
• Demonstrated problem solving, organization and interpersonal skills
• Demonstrated experience with consistently achieving quality and productivity standards

California, Colorado, Connecticut, Hawaii, Nevada, New Jersey, New York, Washington, Rhode Island, OR Washington, D.C. Residents Only: The hourly range for this is $16.54 - $32.55 per hour. Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. UnitedHealth Group complies with all minimum wage laws as applicable. In addition to your salary, UnitedHealth Group offers benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with UnitedHealth Group, you'll find a far-reaching choice of benefits and incentives.

Application Deadline: This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants.

At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone-of every race, gender, sexuality, age, location, and income-deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups, and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes - an enterprise priority reflected in our mission.

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.

#RPO

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