Unitedhealthcare Remote Jobs | Customer Care Representative Work From Home

Primary Responsibilities:

• Provide an exceptional customer service experience when responding to and resolving customer service inquires and issues by identifying the topic and type of assistance the caller needs such as benefits eligibility and claims financial spending accounts and correspondence
• Research complex issues (such as Medical Dental Flex Spending Pharmacy etc.) across multiple databases and work with support resources to resolve customer issues and/or partner with others to resolve escalated issues
• Own issue through to resolution on behalf of the member in real time or through comprehensive and timely follow-up with the member
• Apply creative solutions and effective problem solving techniques to address members’ needs
• Educate the member on health incentives offered by their employer as well as consumer driven health products; HSA HRA and HDHP – some resulting in additional healthcare dollars for the member to utilize
• Educate the caller on the benefits of a primary care physician and help to ensure/educate that all preventive screenings have been completed
• Intervene with care providers (doctor’s offices) on behalf of the member to assist with appointment scheduling or other matters when needed
• Address complex issues with an awareness of when to refer complicated situations to various departments or leadership for further assistance
• Translate healthcare-related terms or terminology and complex processes into simple step-by-step instructions which members can understand

 Skills:

• Flexibility to customize approach to meet all types of member communication styles and personalities
• Proficient problem solving approach to quickly assess current state and formulate recommendations
• Proficient conflict management skills to include ability to resolve issues in a stressful situation and demonstrate personal resilience
• Ability to multi-task as well as the ability to understand multiple products and multiple levels of benefits within each product
• Prior experience utilizing multiple systems/platforms while on a call with a member