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UnitedHealth Group Senior Customer Service Representative - Patient Services - Las Vegas, NV in Las Vegas, Nevada

Challenge can often be it's own reward. But why settle for just being challenged when you can also be nurtured, mentored and supported as you make an impact in a fast paced career? At UnitedHealthcare, part of the UnitedHealth Group family of businesses, you can have all of the above, everyday. Now, you can take advantage of some of the best training and tools in the world to help serve our existing and new customers. As a Senior Customer Service Advocate, you'll provide our members with the information they need to make better decisions about their health, helping them get access to the right care the first time. Every day, you'll provide compassionate and empathetic support to 50 to 70 callers providing guidance, support, and resolution for escalated issues. This is no small opportunity. This is where you can bring your compassion for others while building your career.

Under general supervision in the Call Center, the Customer Service Rep Senior is responsible for representing the physician's office through telephonic communication consisting of both inbound and outbound calls, schedules appointments and provides direction to callers as needed. Applies knowledge / skills to a range of moderately complex scheduling and customer service activities. Responsible for mentoring lower level team members, assist with more complex issues and routes appropriately to department Lead as needed.

Primary Responsibilities:

  • Acts as a primary resource for handling staff inquiries regarding policies and procedures

  • Training: Ensures newly hired staff is trained within 90 days. Trains newly hired staff and works as a mentor to develop good working habits to ensure the success of the troupe

  • Displays positive behavior and regularly supports department efforts to improve employee engagement and morale. Remains accountable and implements information derived from staff meetings. Conduct and administers team huddles and updates / reminders

  • Satisfactorily completes additional tasks and special projects as assigned

  • Accuracy: Maintain a quality assurance audit score of 95%. Acquire no more than 12 scheduling errors in the calendar year

  • Send and receive tasks and emails to provider offices to assist patients with medical care and escalated issue

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:

  • High School diploma or equivalent

  • Complete within 2 years SHS training curriculum

  • 1+ years of experience in a call center / customer service environment

  • Working knowledge of computerized telephone system and ACD

  • Healthcare / Managed Care and/or insurance industry and scheduling guideline knowledge

  • Working knowledge of IDX, Imagecast, Touchworks and ImpactMD

  • General knowledge of MS Word and Excel

  • Ability to demonstrate customer service and proper telephone etiquette

  • Excellent customer service skills

  • Computer skills (Windows, Microsoft Office, basic Excel)

  • Strong leadership skills

  • Critical thinking skills (absorbs concepts rapidly, detail oriented)

  • Ability to multi-task

  • Excellent communication / interpersonal skills

  • You will be asked to perform this role in an office setting or other company location

  • Employees are required to screen for symptoms using the ProtectWell mobile app, Interactive VoiceResponse (i.e., entering your symptoms via phone system) or a similar UnitedHealth Group approved symptom screener prior to entering the work site each day, in order to keep our work sites safe. Employees must comply with any state and local masking orders. In addition, when in a UnitedHealth Group building, employees are expected to wear a mask in areas where physical distancing cannot be attained

Preferred Qualifications:

  • Medical Terminology

  • 1+ years of experience in a healthcare environment

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)

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.

Job Keywords: SMA Patient Services, Customer Service, Las Vegas, NV, Nevada