Customer Care Professionals
UnitedHealth Group - Green Bay, WI

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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

Requirements

Qualifications:
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

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

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.

UnitedHealth Group - 14 months ago - save job - block
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