Provider Customer Service Call and Chat Representative - Remote in CST or MST

About the position

At UnitedHealthcare, we are dedicated to simplifying the health care experience and creating healthier communities. As a Provider Customer Service Call and Chat Representative, you will play a crucial role in supporting providers who care for our members. This position involves responding to inquiries related to benefits and eligibility, billing and payments, clinical authorizations, explanation of benefits (EOB), and behavioral health, either through phone calls or concurrent chat. You will be the advocate for providers, demonstrating accountability and ownership to resolve their issues effectively. This full-time role requires flexibility to work any of our 8-hour shift schedules during our normal business hours of 10:35 AM - 7:05 PM CST, Monday through Friday. You may also be required to work occasional overtime, weekends, and/or some holidays based on business needs. The position includes 14 weeks of paid training, conducted virtually from your home, with training hours from 8:00 AM - 4:30 PM CST, Monday through Friday. In this role, you will be responsible for quickly and appropriately triaging contacts from healthcare professionals, understanding and identifying the needs of the provider, and resolving issues related to benefits, billing, and authorizations. You will research complex prior authorization and claim issues, collaborating with multiple internal partners to ensure timely communication and resolution. Strong multitasking skills are essential, as you will navigate over 30 systems to extract necessary information across various lines of business and provider types. Additionally, you will influence providers to utilize self-service digital tools, aiding in faster resolutions and enhancing their experience.

Responsibilities
? Serve as the advocate for providers by demonstrating accountability and ownership to resolve issues.
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? Service providers in a multi-channel environment including call and concurrent chat as required.
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? Quickly and appropriately triage contacts from healthcare professionals (i.e., physician offices, clinics, billing offices).
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? Seek to understand and identify the needs of the provider, answering questions and resolving issues (e.g., benefits and eligibility, billing and payments, clinical authorizations, explanation of benefits, behavioral health).
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? Research and dissect complex prior authorization and claim issues and take appropriate steps to resolve identified issues to avoid repeat calls/messages, escalations, and provider dissatisfaction.
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? Collaborate effectively with multiple internal partners to ensure issues are resolved and thoroughly communicated to providers in a timely manner.
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? Strong multitasking to effectively and efficiently navigate more than 30 systems to extract necessary information to resolve and avoid issues across multiple lines of business (C&S, M&R, E&I) provider types, and call types.
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? Influence providers to utilize self-service digital tools assisting with navigation questions and selling the benefits of the tool including aiding in faster resolution.

Requirements
? High School Diploma / GED OR equivalent work experience.
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? 1+ years of customer service experience with analyzing and solving customer's concerns.
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? Experience with computer and Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications.
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? Ability to type at the speed of greater than or equal to 35 - 40+ WPM with an accuracy of 90%.
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? Must be 18 years of age or older.
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? Ability to work any full-time (40 hours/week), 8-hour shift between the hours of 10:35 AM - 7:05 PM CST from Monday - Friday.

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

Benefits
? Comprehensive benefits package
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? Incentive and recognition programs
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? Equity stock purchase
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? 401k contribution

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