Provider Customer Service Call and Chat Representative
About the position
The Provider Customer Services Call and Chat Representative at UnitedHealthcare is responsible for supporting healthcare providers by addressing their inquiries related to benefits, eligibility, billing, clinical authorizations, and behavioral health. This role involves multi-channel communication, including phone and chat, to ensure providers receive timely and accurate information. The position requires strong multitasking skills to navigate various systems and resolve complex issues effectively, contributing to a better healthcare experience for providers and their patients.
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.
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Seek to understand and identify the needs of the provider, answering questions and resolving issues.
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Research and dissect complex prior authorization and claim issues to avoid repeat calls and provider dissatisfaction.
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Collaborate effectively with multiple internal partners to ensure timely resolution of issues.
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Influence providers to utilize self-service digital tools for faster resolution.
Requirements
High School Diploma / GED or equivalent work experience.
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Must be 18 years of age or older.
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1+ years of customer service experience with analyzing and solving customer concerns.
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Experience with computer and Windows PC applications, including the ability to navigate and learn new systems.
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Ability to type at a speed of 35-40+ WPM with 90% accuracy.
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Ability to work any full-time (40 hours/week), 8-hour shift between 10:35 AM - 7:05 PM CST, with occasional overtime, weekends, and holidays.
Nice-to-haves
Prior health care experience and knowledge of healthcare terminology.
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Experience in a related environment using phones and computers as 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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