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UnitedHealth Group is working to create the health care system of tomorrow. Already Fortune 6, we are totally focused on innovation and change. We work a little harder. We aim a little higher. We expect more from ourselves and each other. And at the end of the day, we're doing a lot of good. Through our family of businesses and a lot of inspired individuals, we're building a high-performance health care system that works better for more people in more ways than ever. Now we're looking to reinforce our team with people who are decisive, brilliant and built for speed.
The Bilingual (Japanese / English) Senior Customer Service Representative is responsible for handling all incoming Billing and Eligibility phone calls and for serving as the primary customer interface for departmental inquiries.
Positions in this function are responsible for providing expertise and customer service support to members, customers, and/or providers. Direct phone-based customer interaction to answer and resolve a wide variety of inquiries.
This is a telecommute/work at home role.
What we do defines who we are. Take a deeper look at how we're providing support during this global health crisis and search for a way you can get involved. View our Covid-19 Resources Page at: https://info.uhg.com/
Primary Responsibilities:
• Ensures quality customer service for internal and external customers.
• Responds to incoming customer service requests, both verbal and written (calls, emails, chats).
• Identifies and assesses customers' needs quickly and accurately.
• Solves problems systematically, using sound business judgment.
• Partners with other billing and eligibility department representatives to resolve complex customer service inquiries.
• Monitors delegated customer service issues to ensure timely and accurate resolution.
• Applies appropriate communication techniques when responding to customers, particularly in stressful situations.
• Informs and educates new customers regarding billing / invoicing set up and billing/payment procedures.
• Places outgoing phone calls to complete follow-up on customer service requests as necessary.
• Responds to customer service inquiries in writing as necessary.
• Processes member terminations (i.e. phone disenrollment).
• Establishes and demonstrates competency in eligibility, billing and receivable systems and associated applications.
• Implements customer service strategies and recommends related improvements/enhancements.
• Maintains timely, accurate documentation for all appropriate transactions
• Makes corrections and adjustments.
• Consistently meets established productivity, schedule adherence, and quality standards.
• Proactively seeks to further develop billing and accounts receivable competencies.
• Keeps management abreast of all outstanding issues.
• Adapts procedures, processes, and techniques to meet the more complex position requirements.
• Participates in load balancing.
• Addresses special (ad-hoc) projects as appropriate.
• Seeks involvement in continuous quality improvement initiatives.
• Ensures quality customer service for internal and external customers.
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.
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