Provider Customer Service Call and Chat Representative

UnitedHealth Group - Kingsport, TN

Full-time

Remote - Kingsport, TN

Insurance Carriers and Related Activities

About the position

At UnitedHealthcare, we are dedicated to simplifying the health care experience, creating healthier communities, and removing barriers to quality care. As a Provider Customer Service 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, explanations of benefits, 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 a requirement to have flexibility in your schedule to accommodate any of our 8-hour shifts during normal business hours of 9:35 AM to 5:35 PM CST. Given the business needs, you may also be required to work occasional overtime, weekends, and/or some holidays. The role includes a comprehensive training program lasting 12 weeks, during which you will be trained virtually from your home. The training hours will be from 9 AM to 5:30 PM CST, Monday to Friday. As a telecommuter, you will need to adhere to UnitedHealth Group's Telecommuter Policy, ensuring that you have a dedicated workspace that is separate from other living areas and provides information privacy. You will also need to maintain a secure environment for all company-sensitive documents and have access to a high-speed internet connection approved by UnitedHealth Group. In this position, you will serve as an advocate for providers, demonstrating accountability and ownership in resolving issues. You will engage with healthcare professionals, including physician offices, clinics, and billing offices, to understand their needs and provide timely resolutions. Your ability to multitask will be essential as you navigate over 30 systems to extract necessary information and influence providers to utilize self-service digital tools for faster resolutions. This role offers a challenging environment where you will be recognized for your performance and provided with opportunities for development in other roles within the organization.

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.
• Must be 18 years of age or older.
• 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%.
• Ability to work any full-time (40 hours/week), 8-hour shift between the hours of 9 AM - 5:30 PM CST from Monday - Friday.

Nice-to-haves

• Experience in a related environment (e.g., office, call center, customer service, etc.) using phones and computers as the primary job tools.
• Prior health care experience and knowledge of healthcare terminology.

Benefits

• 12 weeks of paid training.
• Flexibility to telecommute from home.
• Opportunities for career development and advancement.