Customer Care Professionals (Full-Time!!)

Customer Care Professionals (Full-Time!!) VIRTUAL JOB FAIRSee what we’re all about,visit our Virtual Job Fair at:www.UHGjobsonline.com  JOIN UNITEDHEALTH GROUP, A LEADING FORTUNE 100 COMPANY, IN CHICO! UnitedHealthcare, a UnitedHealth Group company, provides network-based health and well-being benefits and services for employers and consumers nationwide. We use our strength, diversity and innovation to improve the lives of the more than 18 million people who receive our unique products and services. And our endless pursuit for excellence in everything we do extends to your career as well. Join us today for an inspired and purposeful mix of professional growth opportunities and personal rewards. Primary Responsibilities: Answering simple incoming calls from providers and members while ensuring a high level of customer service while maximizing productivity with minimum downtime. Resolve basic types of customer service inquiries including: Benefits calls Eligibility calls Member material requests Provider look-up calls Authorization calls Basic member admin calls Locate Explanation of Benefits (EOB) Participate in proactive outbound call program to ensure customer satisfaction. Provide excellent customer service to both members/providers by identifying/assessing individual provide/member needs and taking appropriate action steps to satisfy those needs. Solve problems systematically, using sound business judgment and follow through on commitments. Respond to customers in a polite and courteous manner, especially in stressful situations. Project patience, empathy, caring, and sincerity in voice tone/words. Establish rapport over the phone quickly and remain positive/upbeat over prolonged periods of customer service. Ensure the average call monitoring score over the previous six months meets or exceeds quality standards. Ensure proficiency in all product lines instructed in classroom training. Consistently meet established productivity, schedule adherence, and quality standards. Adhere to quality improvement initiatives. Learn new skills, and retain large amounts of information, facts, rules, procedures and codes. Be flexible, adjust quickly, and react positively to change. Demonstrate the ability to build and maintain productive working relationships with others and contribute as an effective team member. Establish and maintain control of inbound calls using a well-organized call structure. Respond in writing to member/provider basic correspondence using pre-approved letters. Access Lotus Notes for incoming mail and respond to inquiries. Use UHG technology to track, route and retrieve information (PC-ORS, iBAAG). Demonstrate strong data entry skills and proficiency use of a PC and be able to locate/interpret complex information from a number of databases. Proficient in the use of telephone equipment, including headset as well as the commands required to integrate screen and system functions. Process least complex administrative tasks. UHG product knowledge (e.g., basic understanding of plan design). Customer specific knowledge of plan components (benefits). UNET system(s) and workflow knowledge (electronic - EDI, Keying Vendors, United Front-end, EPD). UNET system(s) and workflow knowledge (CES, EDS screens, claim routing, TOPS / UNET, claim queues). Process claim with coding discrepancies, use of pend, remark, diagnosis, service, override, POS, attachment and denial codes. Locate claim reference materials (Preference, iBAAG). Process claims requiring standard co - pay resolution. Identify/resolve claims with eligibility discrepancies. Identify when to route claims to internal or national queues. Process claims requiring suspect duplicate resolution. Perform a same day void, stop payment, and/or delete before issue transaction. This role requires: Strong communication skills. Attention to detail. Quality focused. Decision making skills. Organizational skills. Problem solving. Team player. Flexibility in following a schedule provided by the Workforce Manager. High school diploma or equivalent work experience. Customer service background preferable. PC skills (Word/Excel) desired. Strong customer service orientation. Visit us at www.UHGjobsonline.com .  We are currently recruiting for Full-Time Customer Care Professionals to work in our state-of-the-art Service Center. If an opportunity to work for one of America’s premier companies is exciting to you, then log on NOW to experience our interactive, multimedia virtual job fair.  Find out today all you need to know about our company, our jobs, our culture, compensation and benefits! We Offer:  Competitive pay.  Paid training. Comprehensive medical and dental benefits. 401(k) savings plan with matching funds. Employee stock purchase plan. Generous vacation and holiday schedule. Dependent care spending account. Much more!  GO ONLINE TO ATTEND THE VIRTUAL JOB FAIR AT www.uhgjobsonline.com  If you’re unable to log on, we’d still like to hear from you. You may email your resume to: UHGChico@uhgrecruitmentservices.com  Diversity creates a healthier atmosphere: An equal opportunity employer. M/F/D/V.