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  • Marlborough, MA

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Customer Service Representative - Marlborough, MA

UnitedHealth Group • Marlborough, MA

Posted 11 days ago

Job Snapshot

Healthcare - Health Services
Customer Service


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Job Description

isn’t just changing. It’s growing more complex every day. ICD - 10
Coding replaces ICD - 9. Affordable Care adds new challenges and
financial constraints. Where does it all lead? Hospitals and Healthcare
organizations continue to adapt, and we are vital part of their
evolution. And that’s what fueled these exciting new opportunities. 

Who are we? Optum360. We’re a dynamic new partnership formed by Quest and Optum to combine our unique expertise. As part of the growing family of UnitedHealth Group,
we’ll leverage our compassion, our talent, our resources and experience
to bring financial clarity and a full suite of Revenue Management
services to Healthcare Providers, nationwide. 

you’re looking for a better place to use your passion, your ideas and
your desire to drive change, this is the place to be. It’s an
opportunity to do your life’s best work. sm

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. Employees in jobs labeled with SCA must support a government
Service Contract Act (SCA) agreement.

Primary Responsibilities:

  • Respond to and resolve on the first
    call, 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
  • Help guide and educate customers about
    the fundamentals and benefits of consumer - driven health care topics to
    include managing their health and well-being by selecting the best
    benefit plan options, maximizing the value of their health plan benefits
    and choosing a quality care provider
  • Intervene with care providers (doctor's
    offices) on behalf of the customer to assist with appointment scheduling
    or connections with internal specialists for assistance when needed
  • Assist customers in navigating
    and other UnitedHealth Group websites and encourage and reassure them
    to become self - sufficient
  • Own problem through to resolution on
    behalf of the customer in real time or through comprehensive and timely
    follow - up with the member
  • Research complex issues across multiple
    databases and work with support resources to resolve customer issues and
    / or partner with others to resolve escalated issues
  • Meet the performance goals established
    for the position in the areas of: efficiency, call quality, customer
    satisfaction, first call resolution and attendance
  • Good organizational skills
  • Ability to work independently and as part of a team
  • Ability to work overtime as needed, based on department needs
  • Moderate work experience within own function
  • Some work is completed without established procedures
  • Basic tasks are completed without review by others
  • Supervision / guidance is required for higher level tasks

Required Qualifications:

  • High School Diploma / GED (or higher)
  • 1+ years of experience in customer
    service role using the telephone and computer as the primary instruments
    to perform job duties
  • All new hires will be required to
    successfully complete the UnitedHealthcare Operations Customer Service
    Advocate training classes and demonstrate proficiency of the material
  • Ability to work regularly scheduled
    shifts within our hours of operation (8:30 AM to 6:30 PM Monday -
    Thursday, 8:30 AM to 5:30 PM on Fridays), where lunches and breaks are
    scheduled, with the flexibility to adjust daily schedule, and work over -
    time and / or weekends, as needed

Preferred Qualifications:

  • Associate's Degree (or higher)
  • Experience in a healthcare or insurance setting
  • Experience with translating healthcare -
    related jargon and complex processes into simple, step - by - step
    instructions customers can understand and act upon

are several steps in our hiring process it's a thorough process because
we want to ensure the best job and culture fit for you and for us. In
today's ultra - competitive job market, the importance of putting your
best foot forward is more important than ever. And you can start by
completing all required sections of your application. (i.e. profile,
history, certifications and application / job questions). Once you
submit your resume, you'll receive an email with next steps. This may
include a link for an online pre - screening test that we ask you to
complete as part of our selection process. You may also be asked to
complete a digital video interview, but we will offer full instructions
and tips to help you. After you have completed all of these steps, you
can check on the status of your application at any time, but you will
also be notified via email.

Careers with OptumInsight.
Information and technology have amazing power to transform the
Healthcare industry and improve people's lives. This is where it's
happening. This is where you'll help solve the problems that have never
been solved. We're freeing information so it can be used safely and
securely wherever it's needed. We're creating the very best ideas that
can most easily be put into action to help our clients improve the
quality of care and lower costs for millions. This is where the best and
the brightest work together to make positive change a reality. This is
the place to do your life’s best work. sm

creates a healthier atmosphere: UnitedHealth Group is an Equal
Employment Opportunity / Affirmative Action employer and all qualified
applicants will receive consideration for employment without regard to
race, color, religion, sex, age, national origin, protected veteran
status, disability status, sexual orientation, gender identity or
expression, marital status, genetic information, or any other
characteristic protected by law.

UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.

Keywords: Customer Service Representative, CSR, Optum, Quest, 360, Marlboro, Worcester, Marlborough
Job ID: 2551_775445
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