Job Description

Customer Service Representative (remote)

Job-Type: Full-time direct hire position.

Location: remote *All Telecommuters will be required to adhere to Wipro Telecommuter Policy

Work authorization: US Citizen or US Green Card only

Pay: $17/hr

Hours: Monday-Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our business hours of 10:00am – 8:00pm CST.

Position Summary

As Customer Service Representative, 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 help 50 to 70 callers, in a compassionate and empathetic manner, providing guidance, support, and escalating issues. This is your chance to be a sought out as an advisor, advocate to your customer, exceed expectations and improve the lives of our customers every day.

Primary Responsibilities

• Understands the sensitivity and importance each call scenario presents and handles difficult situations diplomatically and with a professional demeanor
• Actively listens to understand the perspective of others
• Proactively identifies and pursues resolution of issues affecting customer service
• Receive, document, confirm, and resolve/route member, broker, and customer service issues to the appropriate cross-functional team for resolution
• Responds to incoming, telephonic, written or email inquiries from customers or providers regarding eligibility, benefits, claim status/issues, policies & procedures, reimbursement, claims filing and/or appeals/grievances
• May leverage service resources throughout UnitedHealth Group to effectively warm transfer calls to the appropriate area
• Meets or exceeds standards for accessibility, responsiveness, reliability and professionalism
• Meets or exceeds standard for productivity, quality, timeliness and accessibility
• Independently manages inquiry caseload to resolve inquiries in a timely, high-quality manner
• Contributes to high levels of member and client satisfaction by exhibiting timely responds to questions or issues, well developed communication skills and analytical approach to problem solving

This role is equally challenging and rewarding. You’ll be called on to research complex issues pertaining to the caller’s health, status and potential plan options. To do this, you’ll need to navigate across multiple databases which require fluency in computer navigation and toggling while confidently and compassionately engaging with the caller.

You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear directions 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 equivalent work experience
• 1+ years of Customer Service Experience

Preferred Qualifications

• 2+ years’ industry experience in health care, preferably in a service role
• 1+ years of experience in a call center environment
• Data entry experience
• Experience with OnBase
• Experience with LeaveSource
• Experience with Microsoft Office

Telecommuting Requirements

Ability to keep all company sensitive documents secure (if applicable)

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