Provider Customer Service Call and Chat Representative - Remote in Houston, TX
About the position
The Provider Customer Service Call and Chat Representative at UnitedHealthcare plays a crucial role in supporting healthcare providers by addressing their inquiries related to benefits, eligibility, billing, clinical authorizations, and behavioral health. This full-time position involves multi-channel communication, including phone calls and chat, to ensure providers receive timely and accurate information. The representative will advocate for providers, resolve issues, and promote self-service digital tools to enhance the provider experience.
Responsibilities
Serve as the advocate for providers by demonstrating accountability and ownership to resolve issues.
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Service providers in a multi-channel environment including call and concurrent chat as required.
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Quickly and appropriately triage contacts from healthcare professionals (i.e., physician offices, clinics, billing offices).
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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).
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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.
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Collaborate effectively with multiple internal partners to ensure issues are resolved and thoroughly communicated to providers in a timely manner.
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Strong multi-tasking 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.
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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.
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Must be 18 years of age OR older.
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1+ years of customer service experience with analyzing and solving customer's concerns.
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Experience with computer and Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications.
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Ability to type at a speed of greater than OR equal to 35 - 40+ WPM (words per minute) with an accuracy of 90%.
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Ability to work any full-time (40 hours / week) shift between the hours of 10:35 AM - 7:05 PM CST from Monday - Friday.
Nice-to-haves
Experience in a related environment (i.e., office, call center, customer service, etc.), using phones and computers as the primary job tools.
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Prior health care experience and knowledge of healthcare terminology.
Benefits
10 weeks of paid training.
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Flexibility to work remotely if located within a 60-mile commutable distance of Houston, TX.
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