Senior Customer Service Representative - Cypress, CA
Company: UnitedHealth Group
Location: Cypress
Posted on: June 18, 2022
Job Description:
Great jobs start with great training and our next class is
starting soon. Apply today.Energize your career with one of
Healthcare's fastest growing companies. 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, it's a dream that
definitely can come true. Already one of the world's 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.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 10 leader. 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.As a Senior Customer Service Representative, you'll
compassionately deliver an exceptional experience to between 50 to
70 callers per day, always remembering that there is a real person
on the other end of the phone who is looking for help, guidance,
and support. You'll also provide support to your team members by
serving as a resource or subject matter expert. Both of these are
opportunities for you to identify and exceed our customer
expectations by committing to and building strong relationships
internally and externally. At the end, you'll know you performed
with integrity and delivered the best customer service experience
making all your customers and team members feel better because they
talked to you.This position is full-time (40 hours/week) primarily
Monday - Friday, however may include some weekends. Employees are
required to have flexibility to work any of our 8-hour shift
schedules during our normal business hours of (5:00am - 8:00pm). It
may be necessary, given the business need, to work occasional
overtime. Our office is located at 5701 Katella Avenue, Cypress, CA
90630.Primary Responsibilities:
- Serve as a resource or Subject Matter Expert (SME) for other
team members or internal customers
- Handle escalated calls, resolving more complex customer issues
in a one and done manner
- Answer incoming phone calls from customers and identify the
type of assistance the customer needs (i.e. benefit and
eligibility, billing and payments, authorizations for treatment and
explanation of benefits (EOBs)
- Ask appropriate questions and listen actively to identify
specific questions or issues while documenting required information
in computer systems
- 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
- 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, provider satisfaction, first
call resolution and attendance 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 / GED (or higher) OR 10+ years of
equivalent working experience
- Familiarity with computer and Windows PC applications, which
includes the ability to learn new and complex computer system
applications
- All new hires will be required to successful complete the
Customer Service training classes and demonstrate proficiency of
the material
- 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
- Full COVID-19 vaccination is an essential requirement of this
role. UnitedHealth Group will adhere to all federal, state and
local regulations as well as all client requirements and will
obtain necessary proof of vaccination prior to employment to ensure
compliance. Preferred Qualifications:
- 1+ years Customer Service Representative (CSR) experience or 1+
years of experience in an office setting, call center setting or
phone support roleSoft Skills:
- Ability to multi-task duties as well as the ability to
understand multiple products and multiple levels of benefits within
each productUnitedHealth Group requires all new hires and employees
to report their COVID-19 vaccination status.Military & Veterans
find your next mission: We know your background and experience is
different and we like that. UnitedHealth Group values the skills,
experience and dedication that serving in the military demands. In
fact, many of the values defined in the service mirror what the
UnitedHealth Group culture holds true: Integrity, Compassion,
Relationships, Innovation and Performance. Whether you are looking
to transition from active duty to a civilian career, or are an
experienced veteran or spouse, we want to help guide your career
journey. Learn more at https://uhg.hr/transitioning-militaryLearn
how Teresa, a Senior Quality Analyst, works with military veterans
and ensures they receive the best benefits and experience possible.
https://uhg.hr/vetCareers 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.SMDiversity 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.Keywords: #RPO, #RED
Keywords: UnitedHealth Group, Cypress , Senior Customer Service Representative - Cypress, CA, Hospitality & Tourism , Cypress, California
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