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[Hiring] Provider Customer Service Call and Chat Representative @UnitedHealth Group

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This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.

Role Description

This position is National Remote. You’ll enjoy the flexibility to telecommute from anywhere within the U.S. as you take on some tough challenges.

As a Provider Customer Service Call and Chat Representative, you'll play a crucial role in the healthcare industry by serving as the primary point of contact for healthcare providers. Your responsibilities include:

  • Resolving issues efficiently, often on the first call
  • Providing support through various channels like calls and chats
  • Navigating multiple systems and collaborating with internal partners
  • Promoting self-service digital tools to enhance provider satisfaction

Success in this role is measured by metrics such as:

  • First call resolution rate
  • Provider satisfaction scores
  • Efficient issue resolution time

This dynamic position requires excellent multitasking, effective communication, and a deep understanding of healthcare processes.

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 8:00 am - 4:30 pm CST from Monday - Friday (subject to change based on trainer availability). 100% attendance is a must during the training period. Training will be conducted virtually from your home.

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

Requirements

  • This position involves handling provider calls or concurrent chats, with an expected volume of 50 - 70 calls/chats daily
  • Ability to work any of our full time (40 hours/week), 8-hour shift schedules during our normal business hours of 10:35 am - 7:05 pm CST from Monday - Friday
  • It may be necessary, given the business need, to work occasional overtime

Preferred Qualifications

  • Experience in a related environment (i.e., office, call center, customer service, etc.) using phones and computers as primary job tools
  • Health care experience and knowledge of healthcare terminology
  • Presently employed within UHC Operations & Experience

Telecommuting Requirements

  • 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

  • Proficient in multi-tasking, including managing multiple conversations simultaneously
  • Skilled in quickly resolving calls and messages, effectively preventing escalated complaints
  • Strong time management skills
  • High emotional intelligence and empathy
  • Excellent active listening and comprehension abilities
  • Exceptional written communication skills
  • Demonstrated problem-solving, organizational, and interpersonal skills
  • Proven track record of consistently achieving quality and productivity standards
  • Typing Speed is greater than or equal to 35 - 40 WPM with accuracy of 90%

Pay and Benefits

Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer benefits such as:

  • A comprehensive benefits package
  • Incentive and recognition programs
  • Equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements)

The hourly pay for this role will range from $17.74 - $31.63 per hour based on full-time employment. We comply with all minimum wage laws as applicable.

Application Deadline

This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants.

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

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