Provider Customer Service Call and Chat Representative
About the position
At UnitedHealthcare, we are dedicated to simplifying the health care experience and creating healthier communities. As a Provider Customer Services Call and Chat Representative, you will play a crucial role in supporting providers who care for our members. This position involves responding to inquiries related to benefits and eligibility, billing and payments, clinical authorizations, explanation of benefits (EOB), and behavioral health, either through phone calls or concurrent chat. You will be working full-time, 40 hours a week, from Monday to Friday, with the flexibility to telecommute if you are located within the Central or Mountain Time Zone. Your responsibilities will include advocating for providers by demonstrating accountability and ownership in resolving issues. You will service providers in a multi-channel environment, quickly triaging contacts from healthcare professionals such as physician offices, clinics, and billing offices. Understanding and identifying the needs of the provider will be essential, as you will be answering questions and resolving issues related to benefits, eligibility, billing, and clinical authorizations. You will also research and dissect complex prior authorization and claim issues, taking appropriate steps to resolve them to avoid repeat calls and provider dissatisfaction. Collaboration with multiple internal partners will be key to ensuring that issues are resolved and communicated to providers in a timely manner. Strong multitasking skills will be necessary as you navigate over 30 systems to extract the necessary information to resolve issues across various lines of business. You will also influence providers to utilize self-service digital tools, assisting with navigation questions and promoting the benefits of these tools for faster resolution. This role offers a rewarding environment where you will be recognized for your performance and provided with clear direction for success, as well as opportunities for development in other roles you may be interested in.
Responsibilities
• Serve as the advocate for providers by demonstrating accountability and ownership to resolve issues.
,
• Service providers in a multi-channel environment including call and concurrent chat as required.
,
• Quickly and appropriately triage contacts from healthcare professionals (e.g., physician offices, clinics, billing offices).
,
• Seek to understand and identify the needs of the provider, answering questions and resolving issues (e.g., benefits and eligibility, billing and payments, clinical authorizations, explanation of benefits, behavioral health).
,
• Research and dissect complex prior authorization and claim issues and take appropriate steps to resolve identified issues to avoid repeat calls/messages, escalations, and provider dissatisfaction.
,
• Collaborate effectively with multiple internal partners to ensure issues are resolved and thoroughly communicated to providers in a timely manner.
,
• Strong multitasking to effectively and efficiently navigate more than 30 systems to extract necessary information to resolve and avoid issues across multiple lines of business (C&S, M&R, E&I) provider types, and call types.
,
• Influence providers to utilize self-service digital tools assisting with navigation questions and selling the benefits of the tool including aiding in faster resolution.
Requirements
• High School Diploma/GED or equivalent work experience.
,
• 1+ years of customer service experience with analyzing and solving customer's concerns.
,
• Experience with computer and Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications.
,
• Ability to type at the speed of greater than or equal to 35 - 40+ WPM with an accuracy of 90%.
,
• Must be 18 years of age or older.
,
• Ability to work any full-time (40 hours/week), 8-hour shift between the hours of 10:35 AM - 7:05 PM CST from Monday - Friday.
Nice-to-haves
• Prior health care experience and knowledge of healthcare terminology.
,
• Experience in a related environment (e.g., office, call center, customer service, etc.), using phones and computers as the primary job tools.
Benefits
• Comprehensive benefits package
,
• Incentive and recognition programs
,
• Equity stock purchase
,
• 401k contribution
,
• Paid training for 14 weeks
Apply Now
At UnitedHealthcare, we are dedicated to simplifying the health care experience and creating healthier communities. As a Provider Customer Services Call and Chat Representative, you will play a crucial role in supporting providers who care for our members. This position involves responding to inquiries related to benefits and eligibility, billing and payments, clinical authorizations, explanation of benefits (EOB), and behavioral health, either through phone calls or concurrent chat. You will be working full-time, 40 hours a week, from Monday to Friday, with the flexibility to telecommute if you are located within the Central or Mountain Time Zone. Your responsibilities will include advocating for providers by demonstrating accountability and ownership in resolving issues. You will service providers in a multi-channel environment, quickly triaging contacts from healthcare professionals such as physician offices, clinics, and billing offices. Understanding and identifying the needs of the provider will be essential, as you will be answering questions and resolving issues related to benefits, eligibility, billing, and clinical authorizations. You will also research and dissect complex prior authorization and claim issues, taking appropriate steps to resolve them to avoid repeat calls and provider dissatisfaction. Collaboration with multiple internal partners will be key to ensuring that issues are resolved and communicated to providers in a timely manner. Strong multitasking skills will be necessary as you navigate over 30 systems to extract the necessary information to resolve issues across various lines of business. You will also influence providers to utilize self-service digital tools, assisting with navigation questions and promoting the benefits of these tools for faster resolution. This role offers a rewarding environment where you will be recognized for your performance and provided with clear direction for success, as well as opportunities for development in other roles you may be interested in.
Responsibilities
• Serve as the advocate for providers by demonstrating accountability and ownership to resolve issues.
,
• Service providers in a multi-channel environment including call and concurrent chat as required.
,
• Quickly and appropriately triage contacts from healthcare professionals (e.g., physician offices, clinics, billing offices).
,
• Seek to understand and identify the needs of the provider, answering questions and resolving issues (e.g., benefits and eligibility, billing and payments, clinical authorizations, explanation of benefits, behavioral health).
,
• Research and dissect complex prior authorization and claim issues and take appropriate steps to resolve identified issues to avoid repeat calls/messages, escalations, and provider dissatisfaction.
,
• Collaborate effectively with multiple internal partners to ensure issues are resolved and thoroughly communicated to providers in a timely manner.
,
• Strong multitasking to effectively and efficiently navigate more than 30 systems to extract necessary information to resolve and avoid issues across multiple lines of business (C&S, M&R, E&I) provider types, and call types.
,
• Influence providers to utilize self-service digital tools assisting with navigation questions and selling the benefits of the tool including aiding in faster resolution.
Requirements
• High School Diploma/GED or equivalent work experience.
,
• 1+ years of customer service experience with analyzing and solving customer's concerns.
,
• Experience with computer and Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications.
,
• Ability to type at the speed of greater than or equal to 35 - 40+ WPM with an accuracy of 90%.
,
• Must be 18 years of age or older.
,
• Ability to work any full-time (40 hours/week), 8-hour shift between the hours of 10:35 AM - 7:05 PM CST from Monday - Friday.
Nice-to-haves
• Prior health care experience and knowledge of healthcare terminology.
,
• Experience in a related environment (e.g., office, call center, customer service, etc.), using phones and computers as the primary job tools.
Benefits
• Comprehensive benefits package
,
• Incentive and recognition programs
,
• Equity stock purchase
,
• 401k contribution
,
• Paid training for 14 weeks
Apply Now