Remote Provider Customer Service Call and Chat Representative

by Chris Durst Nov. 22, 2024

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UnitedHealthcare, a multinational health insurance and services company, has posted a Remote Provider Customer Service Call and Chat Representative job to their careers page.

NOTE: UnitedHealthcare’s remote positions often fill quickly. Apply now if you are interested!

In this full-time role, you will be supporting providers that care for the company’s members. You’ll be responsible for providing responses to questions that may include Benefits and eligibility, Billing and payments, Clinical Authorizations, EOB, and Behavioral health either by phone call or concurrent chat.

Applicants should be based in the United States, in the Central, Eastern OR Mountain Time Zone.

Required qualifications include, but are not limited to, a high school diploma, GED, or equivalent work experience; at least one year of customer service experience; experience with computer and Windows PC applications; and the ability to type at the speed of greater than OR equal to 35 – 40+ WPM with an accuracy of 90%.

The posted pay rate for this role is $16.54 to $32.55 per hour, and the company offers a comprehensive benefits package.

Following are excerpts from the Remote Provider Customer Service Call and Chat Representative job posting:

The Provider Customer Services Call and Chat Representative will be supporting providers that care for our members. They are responsible for providing responses to questions that may include Benefits and eligibility, Billing and payments, Clinical Authorizations, EOB, and Behavioral health either by phone call or concurrent chat.

This position is full-time (40 hours / week) Monday – Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 10:35 AM – 7:05 PM CST. It may be necessary, given the business need, to work occasional overtime, weekends, and / OR some holidays.

We offer 11 weeks of paid training. The hours during training will be 7:00 AM – 3:30 PM CST from Monday – Friday. Training will be conducted virtually from your home.

If you are located in Central, Eastern OR Mountain Time Zone, you will have the flexibility to work remotely* as you take on some tough challenges.

Primary Responsibilities:

Serves as the advocate for providers by demonstrating accountability and ownership to resolve issues
Service Providers in a multi – channel environment including call, concurrent chat, as required
Quickly and appropriately triage contacts from healthcare professionals (i.e., 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

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.

Required Qualifications:

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 10:35 AM – 7:05 PM CST from Monday – Friday. It may be necessary, given the business need, to work occasional overtime, weekends, and / OR some holidays based on business need.

Preferred Qualifications:

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

Telecommuting Requirements:

Reside within CST, EST or MST
Ability to keep all company sensitive documents secure (if applicable)
Required to have a dedicated work area established that is separated from other living areas and provides information privacy.
Must live in a location that can receive a UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet service.

Soft Skills:

Ability to multi – task, including the ability to type in multiple conversations
Ability to resolve calls and messages, avoiding escalated complaints
Time management skills
Emotional Intelligence and Empathy
Active Listening and Comprehension
Excellent written communication skills
Demonstrated problem solving, organization and interpersonal skills
Demonstrated experience consistently achieving quality and productivity standards

*All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter Policy

Compensation & Benefits – Remote Provider Customer Service Call and Chat Representative

PLEASE NOTE, the mention of the following states does not mean these are the states the company is hiring. This is to comply with laws within those states that require compensation transparency.

Colorado, Connecticut, Hawaii, New Jersey, New York, Rhode Island, Washington, D.C., Maryland Residents Only: The hourly range for this role is $16.54 to $32.55 per hour. Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. UnitedHealth Group complies with all minimum wage laws as applicable. In addition to your salary, UnitedHealth Group offers benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with UnitedHealth Group, you’ll find a far-reaching choice of benefits and incentives.

HOW TO APPLY

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