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Customer Service Representative (Flexible Schedule)Company UnitedHealth Group
Location Superior, WI 54880
Update 10 Day ago
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
This Customer Service Representative position is an ideal opportunity for individuals looking for flexibility in their work schedule or who want more flexibility in balancing work/life commitments. This is a temporary position that has flexible seasonal shift hours. Summer hours are limited, while Fall through Spring are full-time (40 hours/week) Monday - Sunday with a maximum of 960 hours worked per year. Employees are required to have flexibility to work any of our 8 hour shift schedules during our normal business hours of (7am - 9 pm) Monday - Friday and (8:00am - 4:30pm) on the weekends. This schedule is subject to change based on business needs. It may be necessary, given the business need, to work occasional overtime. Our office is located at 4316 Rice Lake Road, Duluth, MN 55811. This location is easily accessible via public transportation with NEW bus route options in December 2017!
This is a temporary casual employee position with the potential to move to regular full time employee.
What are the reasons to consider working for UnitedHealth Group? Put it all together - competitive base pay, performance rewards, and a management team who demonstrates their commitment to your success. Some of our offerings include:
Competitive Base Hourly Wage
Quarterly Performance Based Incentive Plan
Multiple Work Shifts Available
Eligible Day #1 for Company 401(k) Savings Plan
Company Career Path Program
Employee Awards & Recognition
Business Casual Dress code
Corporate Facility Features (i.e. mother’s room, ATM, café services, exercise facility, onsite IT support) Primary Responsibilities:
Respond to and resolve on the first call, 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.
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 options, maximizing the value of their health plan benefits
Own problem through to resolution on behalf of the customer 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 resolve customer issues and/or partner with others to resolve escalated issues
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
Prefer 1 year prior 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
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 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
Proficient problem solving approach to quickly assess current state and formulate recommendations
Proficient in translating healthcare-related jargon and complex processes into simple, step-by-step instructions customers can understand and act upon
Flexibility to customize approach to meet all types of member communication styles and personalities
Proficient conflict management skills to include ability to resolve issues in a stressful situation and demonstrating personal resilience
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 and/or weekends, as needed
All new hires will be required to successfully complete the Customer Service training classes and demonstrate proficiency of the material
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. And you can start by completing all required sections of your application. (i.e. profile, history, certifications and application/job questions). Once you submit your resume, you’ll receive an email with next steps. This may include a link for an on-line pre-screening test(s) (or what we call an assessment) that we ask you to complete as part of our selection process. You may also be asked to complete a digital video interview, but we will offer full instructions and tips to help you. After you have completed all of these steps, you can check on the status of your application at any time, but you will also be notified via e-mail. http://uhg.hr/OurApplicationProcess
Careers with Optum. Here's the idea. We built an entire organization around one giant objective; make the health system 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
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.