24 days old

Customer Service Care Coordinator - Duluth, MN

Duluth, MN 55802
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  • Job Code
    854639



Welcome to one of the 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.(sm)


This service model simplifies the way consumers and their families engage in health care - clears the confusion, enables access to the right care, helps ensure the right care decisions are made and makes health care more affordable. 

The Customer Service Care Coordinator is responsible for providing compassionate customer service and issue resolution to our members. Direct phone - based customer interaction to answer and resolve a wide variety of inquiries. This role is responsible for coordination of member navigation plans with health plan clinical and non-clinical staff supporting members enrolled in DSNP benefits including members, or families with members, identified as having complex illness. 


Primary Responsibilities:

  • Provide concierge and white-glove level service, removing burdens and providing end-to-end resolution for customers
  • Serve as a single point of contact for the customer and form a strong relationship to support them
  • Own problem through to resolution on behalf of the member in real time or through comprehensive and timely follow-up with the member
  • Research complex issues across multiple databases and work with support resources to own the resolution of all customer issues and anticipate their future healthcare needs or potential opportunities to improve the experience
  • Respond to and own consumer inquiries and issues
  • Conduct proactive research on assigned member accounts to identify service issues
  • Identify gaps in processes and work closely with other departments for process improvement
  • Provide education and status on previously submitted pre-authorizations or pre-determination requests
  • Meet the performance goals established for the position in the areas of: efficiency, call quality, customer satisfaction, first call resolution and attendance 

This is high volume, customer service environment. You'll need to be efficient, productive and thorough dealing with our members over the phone. Strong computer and software navigation skills are critical. You should also be strongly patient-focused and adaptable to changes.

 

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.

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Posted: 2019-11-13 Expires: 2019-12-15

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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Customer Service Care Coordinator - Duluth, MN

UnitedHealth Group
Duluth, MN 55802

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