UnitedHealth Group is working to create the health care system of tomorrow and you can help. Regardless of your Customer Service experience level - you might be looking for an entry-level role or a senior role - if you have the basic skills, the interest and the motivation, we may have a position suited for you. With over 60 call centers throughout the nation supporting our various business groups, we know how to provide the training, support and structure that are critical to making you successful.
You like working with people. Even more so, you like helping them. This is your chance to join a team dedicated to helping our members and their families every day. As a member of our Customer Service team, you’ll join us on a mission to not only deliver the best customer service in the health care industry, but the best customer service. Period. Your compassion and people skills 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 doing your life’s best work.SM
In this role, you'll be empowered to compassionately deliver an exceptional experience to anywhere from 50 to 70 callers per day typically, always remembering that there is a real person on the other end of the phone who is looking for help, guidance, and support. Every phone call gives you that opportunity to improve the lives of our customers and exceed their expectations. You’ll spend your day by responding to calls from our members, helping to answer their questions and resolve issues regarding health care eligibility, claims and payments. At the end, you’ll know you performed with integrity and delivered the best customer service experience, making your customers feel better because they spoke with you.
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 at this location (shifts range between the hours of 8am-8pm). Given the business need, occasional overtime, weekends and/or holidays may be required. Our office is located at 3803 North Elm Street, Greensboro, NC 27455.
Answer incoming phone calls from customers and identify the type of assistance the customer needs (i.e. benefit and eligibility, billing and payments, financial spending accounts, prescription benefits, authorizations for treatment and explanation of benefits)
Some roles may require contacting current members to welcome them to our health plans and ensure the member has the information and documentation they need for a positive experience and relationship as a UnitedHealth Group member
Some roles may include reviewing and researching incoming healthcare claims from members and providers and ensure that the proper benefits are applied to each claim by using the appropriate processes and procedures (e.g. claims processing policies and procedures, grievance procedures, state mandates, CMS/Medicare guidelines, benefit plan documents/certificates)
Ask appropriate questions and listen actively to identify specific questions or issues while completing all required updates and documentation in multiple computer systems
Research issues by navigating across multiple databases and working with support resources to resolve customer issues and/or partner with others to resolve escalated issues
Help guide and educate customers about the fundamentals and benefits of consumer-driven health care topics to include managing their health and well-being by selecting the best benefit plan options, maximizing the value of their health plan benefits and choosing a quality care provider
Intervene with care providers (doctor’s offices) on behalf of the customer to assist with appointment scheduling or connections with internal specialists for assistance when needed
Assist customers in navigating UnitedHealth Group websites and encourage and reassure them to become self-sufficient
Own problem through to resolution on behalf of the customer in real time or through comprehensive and timely follow-up with the member
Meet the performance goals established for the position in the areas of: efficiency, call quality, provider satisfaction, first call resolution and attendance
Prefer 1 year experience in an office setting, call center setting or phone support role, but not required
An education level of at least a high school diploma or GED - or - 10 years of equivalent working experience
Demonstrated ability in using computer and Windows PC applications, which includes strong keyboard and navigation skills and learning new computer programs
Ability to multi-task duties as well as the ability to understand multiple products and multiple levels of benefits within each product
Ability to work assigned shifts within our hours of operation including the training period, where lunches and breaks are scheduled, with the flexibility to work over-time and/or weekends, as the business needs
All new hires will be required to successfully complete the Customer Service training classes and demonstrate proficiency of the material
Many of our positions have specific start dates so that we can have you join the appropriate training class, so don’t delay in applying. There are several steps in our hiring process - it’s a thorough process because we want to ensure the best job and culture fit for you and for us. In today’s ultra-competitive job market, the importance of putting your best foot forward is more important than ever. You can start by completing all required sections of your application (i.e. profile, history, certifications, and job questions). You will also be asked to complete a digital video introduction that provides you the unique opportunity to tell us more about your skills and experience. (To complete this portion of the application, you will need access to a webcam or mobile device, such as a tablet or smart phone). Once you complete and submit this information, you’ll receive an email with next steps. This will include links for online skills assessment test that we ask you to complete as part of our selection process. These tests will evaluate your skills in the areas of computer navigation and data entry as well as job fit. After you have completed all of these steps, you can check on the status of your application at any time; however, you will also be notified via email. Check out this link for more information:
UnitedHealth Group is working to create the health care system of tomorrow.
Already Fortune 6, we are totally focused on innovation and change. We work a little harder. We aim a little higher. We expect more from ourselves and each other. And at the end of the day, we're doing a lot of good.
Through our family of businesses and a lot of inspired individuals, we're building a high-performance health care system that works better for more people in more ways than ever. Now we're looking to reinforce our team with people who are decisive, brilliant - and built for speed.
Come to UnitedHealth Group, and share your ideas and your passion for doing more. We have roles that will fit your skills and knowledge. We have diverse opportunities that will fit your dreams.
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.