6 days old

Customer Service Representative Lead - Secaucus, NJ - 924863

Secaucus, NJ 07094
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  • Job Code
    924863

Combine two of the fastest-growing fields on the planet with a culture of performance, collaboration and opportunity and this is what you get. Leading edge technology in an industry that is improving the lives of millions. Here, innovation is not about another gadget; it is about making health care data available wherever and whenever people need it, safely and reliably. There is no room for error. If you are looking for a better place to use your passion and your desire to drive change, this is the place to be. It's an opportunity to do your life's best work.(sm)

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Energize your career with one of Healthcares fastest growing companies.

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You dream of a great career with a great company - where you can make an impact and help people. We dream of giving you the opportunity to do just this. And with the incredible growth of our business, its a dream that definitely can come true. Already one of the worlds leading Healthcare companies, UnitedHealth Group is restlessly pursuing new ways to operate our service centers, improve our service levels and help people lead healthier lives. We live for the opportunity to make a difference and right now, we are living it up.

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This opportunity is with one of our most exciting business areas: Optum - a growing part of our family of companies that make UnitedHealth Group a Fortune 7 leader.

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Optum helps nearly 60 million Americans live their lives to the fullest by educating them about their symptoms, conditions and treatments; helping them to navigate the system, finance their healthcare needs and stay on track with their health goals. No other business touches so many lives in such a positive way. And we do it all with every action focused on our shared values of Integrity, Compassion, Relationships, Innovation & Performance.

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Primary Responsibilities:

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  • Accountable for problem resolution of customer issues and to communicate resolution to appropriate parties
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  • Available, as scheduled, to respond to calls from customers regarding claims payments, benefits, eligibility, and certification issues
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  • Investigate issues and document steps taken to achieve resolution
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  • Manage resolution of issues through contact with the claims department, case management, and external payers ultimately achieving a positive outcome
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  • Investigate and handle retro-certification activities, as required for resolution of customer issues
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  • Respond to customers regarding status of formal complaints or appeals
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  • Handle and resolve escalated issues when appropriate
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  • Meet departmental standards for production and quality
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  • Meet departmental standards for schedule adherence
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  • Participate in training and self-development opportunities when appropriate
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  • Demonstrate a cooperative, positive attitude in the workplace
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  • Demonstrate a basic knowledge of managed healthcare and claims
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  • Perform all other duties as deemed appropriate to provide customer service
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  • Answer and respond to member inquiries regarding
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  • Effective and efficient handling of incoming call / claim issues
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  • Own problem through to resolution on behalf of the member in real time or through comprehensive and timely follow-up with the member
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  • Help members navigate myuhc.com, lifeprinthealth.com, and other UnitedHealth Group websites
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  • Research complex issues across multiple databases and work with support resources to resolve member issues
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  • Assist members with member appointment scheduling
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  • Connect members with internal specialists for assistance when needed
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  • Partner with others to resolve escalated issues
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  • Provide education and status on previously submitted pre-authorizations or pre - determination requests
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  • Assist supervisor team with escalated issues
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  • Mentor new hires and existing staff in the efficient use of call handling best practices designed to ensure accurate and consistent call responses
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  • Launch outbound calls as appropriate
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  • Provides targeted coaching to frontline Service Advocates (side - by - side)
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  • Coaches staff on call handling techniques to effectively Connect, Help, and Solve
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  • Serve as an expert by answering questions and accepting escalated calls from the team
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  • Assist in researching and responding to complex customer calls within current turnaround standards
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  • Provides feedback to the team with guidance from the Supervisor
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  • Supports new team members to help make a successful transition to the floor
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  • Tracks and trends issues from the floor (technical clarification, systems)
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  • Makes recommendations on process improvements
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  • Accepts inbound calls to ensure continued superior performance with metrics
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  • Identifies potential gaps in knowledge based on performance results.
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  • Filters feedback and documentation for curriculum revisions to training
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  • Works with the supervisor and team to tackle performance opportunities
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  • Tracks training needs or other areas noted for improvement, and sends documentation to appropriate area
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  • Executes special projects as required (i.e. audits, project pilots, etc.)
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Youll 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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Required Qualifications:

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  • High School Diploma / GED (or higher)
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  • 2+ years of call center and/or customer service experience
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  • Ability to type 30+ WPM
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  • Ability to work in a Windows based environment
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  • Ability to work 40 hours per week anytime within the operating hours of the site, 10:00 am - 9:00 pm
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  • Successful completion of United Health Care Operations CCP new hire training and demonstrated proficiency
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  • 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 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
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Preferred Qualifications:

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  • Associate degree (or higher) or equivalent experience
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  • Healthcare experience
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  • Bilingual English / Spanish
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  • Knowledge of HMO / PPO / Medicare Plans / benefits and medical terminology
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Careers with Optum. Here's the idea. We built an entire organization around one giant objective; make health care work better for everyone. So when it comes to how we use the world's large accumulation of health-related information, or guide health and lifestyle choices or manage pharmacy benefits for millions, our first goal is to leap beyond the status quo and uncover new ways to serve. Optum, part of the UnitedHealth Group family of businesses, brings together some of the greatest minds and most advanced ideas on where health care has to go in order to reach its fullest potential. For you, that means working on high performance teams against sophisticated challenges that matter. Optum, incredible ideas in one incredible company and a singular opportunity to do your life's best work.(sm)

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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.

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UnitedHealth Group is a drug - free workplace. Candidates are required to pass a drug test before beginning employment.

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Job Keywords: Customer Service Representative, Customer Service, CSR, UnitedHealth Group, Call Center, UnitedHealthcare, Health Care, Healthcare, Office, Phone Support, Training Class, Customer Service Advocate, Customer Service Rep, SME, Senior, SR, Team Lead

Posted: 2021-06-07 Expires: 2021-07-07

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 Representative Lead - Secaucus, NJ - 924863

UnitedHealth Group
Secaucus, NJ 07094

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