25 days old

Complex Customer Care Representative - Remote within Dublin, OH - 891504

Dublin, OH 43017 Work Remotely
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  • Job Code
    891504

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.


We have training classes starting soon to help you build the successful career that you want - apply today! We provide the support and structure; you provide the interest and motivation.

You like working with people. Even more so, you like helping them. When you join us as aComplex Customer Care RepresentativeforUnitedHealthcare, you'll have the opportunity to make a difference in the lives of our members and their families each day as they look to you as their trusted advisor and advocate. You'll be empowered to compassionately deliver an exceptional experience - always remembering that there is a real person on the other end of the phone who is looking for help, guidance, and support. You'll help them understand and make informed decisions about their care services by assisting them with their needs from start to finish. You will answer their questions, and may resolve outstanding issues, schedule appointments, or help them to enroll in and/or select a health care plan.Here, you'll join us on a mission to deliver the best customer service in the health care industry. Period. Your compassion and customer service expertise combined with our support, training and development will ensure your success. This is no small opportunity. This is where you can bring your compassion for others while doingyour life's best work.SM


This position is full-time (40 hours/week) Monday - Friday. Employees are required to have flexibility to work any of our 8 hour shift schedules during our normal business hours of (9:00am - 7:00pm). It may be necessary, given the business need, to work occasional overtime. Our office is located at 5900 Parkwood Place, Dublin, OH.


The hours during training will be 8:00am to 4:30pm Monday-Friday. Training will be conducted virtually from your home.

What we do defines who we are. Take a deeper look at how we're providing support during this global health crisis and search for a way you can get involved. View our Covid-19 Resources Page at: https://info.uhg.com/

Primary Responsibilities:

  • Provide an exceptional customer service experience when responding to and resolving customer service inquires and issues by identifying the topic and type of assistance the caller needs such as benefits, eligibility and claims, financial spending accounts and correspondence
  • Research complex issues (such as Medical, Dental, Flex Spending, Pharmacy, etc.) across multiple databases and work with support resources to resolve customer issues and/or partner with others to resolve escalated issues
  • Own issue through to resolution on behalf of the member in real time or through comprehensive and timely follow-up with the member
  • Apply creative solutions and effective problem solving techniques to address members' needs
  • Educate the member on health incentives offered by their employer as well as consumer driven health products; HSA, HRA, and HDHP - some resulting in additional healthcare dollars for the member to utilize
  • Educate the caller on the benefits of a primary care physician and help to ensure/educate that all preventive screenings have been completed
  • Intervene with care providers (doctor's offices) on behalf of the member to assist with appointment scheduling or other matters when needed
  • Address complex issues with an awareness of when to refer complicated situations to various departments or leadership for further assistance
  • Translate healthcare-related terms or terminology and complex processes into simple, step-by-step instructions which members can understand
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:

  • An education level of at least a high school diploma or GED OR 10+ years of equivalent work experience
  • 1+ year customer service experience in an office or professional setting
  • All new hires will be required to successfully complete the training classes and demonstrate proficiency of the material
  • You will be required to adhere to UnitedHealth Group's US Telecommuting Policy
  • If you need to enter a work site for any reason, you will be required to screen for symptoms using the ProtectWell mobile app, Interactive Voice Response (i.e., entering your symptoms via phone system) or a similar UnitedHealth Group-approved symptom screener. When in a UnitedHealth Group building, employees are required to wear a mask in common areas. In addition, employees must comply with any state and local masking orders
Preferred Qualifications:
  • Familiarity with medical terminology, health plan documents, or benefit plan design
  • Prior experience utilizing multiple systems/platforms while on a call with a member
Soft Skills:
  • Demonstrated ability in using computer and Windows PC applications, which includes strong keyboard and navigation skills and learning new computer programs
  • Demonstrated ability to quickly build rapport and respond to customers in a compassionate manner by identifying and exceeding customer expectations (responding in a respectful, timely manner, consistently meeting commitments)
  • Demonstrated ability to listen skillfully, collect relevant information, determine immediate requests and identify the current and future needs of the member
  • Flexibility to customize approach to meet all types of member communication styles and personalities
  • Proficient problem solving approach to quickly assess current state and formulate recommendations
  • Proficient conflict management skills to include ability to resolve issues in a stressful situation and demonstrate personal resilience
  • Ability to multi-task as well as the ability to understand multiple products and multiple levels of benefits within each product
  • Ability to work regularly scheduled shifts within our hours of operation including the training period, where lunches and breaks are scheduled, with the flexibility to adjust daily schedule and work over-time as needed
UnitedHealth Group is an essential business. The health and safety of our team members is our highest priority, so we are taking a science driven approach to slowly welcome and transition some of our workforce back to the office with many safety protocols in place. We continue to monitor and assess before we confirm the return of each wave, paying specific attention to geography-specific trends. At this time, 90% of our non-clinical workforce transitioned to a work at home (remote) status. We have taken steps to ensure the safety of our 325,000 team members and their families, providing them with resources and support as they continue to serve the members, patients and customers who depend on us.

Some of the steps we've taken to ensure employee well-being include:
  • Transitioned our new hire training classes to be conducted virtually
  • Launched our ProtectWell app and UnitedCARES program to help ease the burden and stress for our UnitedHealth Group team members and their immediate family affected by COVID-19
  • Daily updates from our CEO Dave Wichmann to support and inspire team members during this challenging time
  • Onsite social distancing and increased sanitization measures for employees who have been welcomed back to our offices
  • Fully cover the COVID-19 healthcare costs for our employees
  • Employees who self-identify as high risk or who live with someone who is high risk have been asked to remain working from home
You can learn more about all we are doing to fight COVID-19 and support impacted communities at: https://www.unitedhealthgroup.com/newsroom/addressing-covid.html

Careers at UnitedHealthcare Employer & Individual.
We all want to make a difference with the work we do. Sometimes we're presented with an opportunity to make a difference on a scale we couldn't imagine. Here, you get that opportunity every day. As a member of one of our elite teams, you'll provide the ideas and solutions that help nearly 25 million customers live healthier lives. You'll help write the next chapter in the history of health care. And you'll find a wealth of open doors and career paths that will take you as far as you want to go. Go further. This is 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: customer service representative, customer service, CSR, UnitedHealth Group, call center, UnitedHealthcare, health care, office, phone support, training class,work at home, work from home, WAH, WFH, remote, telecommute, hiring immediately
Posted: 2020-11-04 Expires: 2020-12-26

UnitedHealth Group is the most diversified health care company in the United States and a leader worldwide in helping people live healthier lives and helping to make the health system work better for everyone.

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Complex Customer Care Representative - Remote within Dublin, OH - 891504

UnitedHealth Group
Dublin, OH 43017

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