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This service model simplifies the way consumers and their families engage in health care - clears the confusion, enables access to the right care, helps ensure the right care decisions are made and makes health care more affordable.
The Customer Service Care Coordinator is responsible for providing compassionate customer service and issue resolution to our members. Direct phone - based customer interaction to answer and resolve a wide variety of inquiries. This role is responsible for coordination of member navigation plans with health plan clinical and non-clinical staff supporting members enrolled in DSNP benefits including members, or families with members, identified as having complex illness.
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 8:00am - 8:00pm EST. It may be necessary, given the business need, to work occasional overtime. Our office is located at 3803 North Elm Street, Greensboro, NC 27455
- Provide concierge and white-glove level service, removing burdens and providing end-to-end resolution for customers
- Serve as a single point of contact for the customer and form a strong relationship to support them
- Own problem through to resolution on behalf of the member 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 own the resolution of all customer issues and anticipate their future healthcare needs or potential opportunities to improve the experience
- Respond to and own consumer inquiries and issues
- Conduct proactive research on assigned member accounts to identify service issues
- Identify gaps in processes and work closely with other departments for process improvement
- Provide education and status on previously submitted pre-authorizations or pre-determination requests
- Meet the performance goals established for the position in the areas of efficiency, call quality, customer satisfaction, first call resolution and attendance
This is high volume, customer service environment. You'll need to be efficient, productive and thorough dealing with our members over the phone. Strong computer and software navigation skills are critical. You should also be strongly patient-focused and adaptable to changes.
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.
High School Diploma,GED, or Equivalent work experience
Minimum of 4+ years ofcombined education, work and/or volunteer experience
If you need to enter a work site for any reason, you will berequired to screen for symptoms using the ProtectWell mobile app,Interactive Voice Response (i.e., entering your symptoms via phone system) orsimilar UnitedHealth Group-approved symptom screener. When in a UnitedHealthGroup building, employees are required to wear a mask in common areas. In addition,employees must comply with any state and local masking orders
Health Care/Insuranceenvironment (familiarity with medical terminology, health plan documents, orbenefit plan design)
Social work, behavioralhealth, disease prevention, health promotion and behavior change (working withvulnerable populations)
Sales or accountmanagement experience
UnitedHealth Group is an essential business. Thehealth and safety of our team members is our highest priority, so we are takinga science driven approach to slowly welcome and transition some of our workforceback to the office with many safety protocols in place. We continue to monitor andassess before we confirm the return of each wave, paying specific attention to geography-specifictrends. We have taken steps to ensure the safety of our 325,000 team membersand their families, providing them with resources and support as they continueto serve the members, patients and customers who depend on us.
Some of the steps we've taken to ensure employee well-being include:
Launched our ProtectWell app and UnitedCARESprogram to help ease the burden and stress for our UnitedHealth Group team membersand their immediate family affected by COVID-19
Daily updates from our CEO Dave Wichmann tosupport and inspire team members during this challenging time
Onsite social distancing and increasedsanitization measures for employees who have been welcomed back to our offices
Fully cover the COVID-19 healthcare costs forour employees
Employees who self-identify as high risk or wholive with someone who is high risk have been asked to remain working from home
Youcan learn more about all we are doing to fight COVID-19 and support impactedcommunities at: [ Link removed ] - Click here to apply to Customer Care Coordinator - Greensboro, NC
Careers with UnitedHealthcare. Let's talk about opportunity. Start with a Fortune 6 organization that's serving more than 85 million people already and building the industry's singular reputation for bold ideas and impeccable execution. Now, add your energy, your passion for excellence, your near - obsession with driving change for the better. Get the picture? UnitedHealthcare is serving employers and individuals, states and communities, Military families and Veterans wherever they're found across the globe. We bring them the resources of an industry leader and a commitment to improve their lives that's second to none. This is no small opportunity. It's where you can do your life's best work.SM
Diversity 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, call center, advocate, healthcare, benefits, UHG, UHC, CSR, health care, phone support, concierge, coaching, Greensboro, North Carolina, NC, hiring immediately
Customer Interaction Management
Hardworking And Dedicated