Customer Service Representative - Golden Valley, MN

UnitedHealth Group is an innovative leader in the health and well-being industry, serving more than 55 million Americans. Through our family of companies, we contribute outstanding clinical insight with consumer-friendly services and advanced technology to help people achieve optimal health.United Resource Networks provides specialized solutions for complex medical conditions.  For more than a decade United Resource Networks (U.R.N.), a UnitedHealth Group company, has been identifying costly, complex and catastrophic conditions for which there is a quantifiable variance among treatment providers.  Our products and services are developed to support safe, successful and cost-effective management of patients with these conditions. Clinical areas for which U.R.N. offers products include transplantation, kidney disease, congenital heart disease, cancer, infertility, pregnancy, neonatal care, bariatric and women's health. Primary Responsibilities: Answer incoming calls from patients, physicians or customers while ensuring a high level of customer service and maximizing productivity. Respond to physician and customer calls. Resolve basic types of customer service inquiries including: Claims. Benefits/Clinical Intake. Eligibility/Notifications. Customer material requests. Physician look-up. Authorization. Provide excellent customer service to both physicians and customers.  Quickly and accurately identify and assess individual physician and customer needs and take appropriate action steps to satisfy those needs.  Solve problems systematically, using sound business judgment, and following through on commitments.  Respond to customers in a polite and courteous manner.  Project patience, empathy, caring, and sincerity in voice tone and words.  Establish rapport over the phone quickly, and remain positive and upbeat.  Express thoughts and information clearly and succinctly.  Inspire confidence and positively influence the behavior, actions, and thoughts of others.  Communicate unpleasant or negative information in a tactful manner. Ensure the average call monitoring score meets or exceeds quality standards.  Ensure proficiency in all product lines instructed in classroom training.  Consistently meet established productivity, schedule adherence, and quality standards.  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 staff member.  Establish and maintain control of inbound calls using a well-organized call structure. Special projects as required. Generate written responses to telephonic inquiries. Respond in writing to customer/physician inquiries using pre-approved letters. Access supporting systems for information. Use UHG technology to track, route and retrieve information.  Demonstrate strong data entry skills and proficiency use of a PC. Locate and interpret complex information from a number of databases.  Be proficient in the use of telephone equipment, including headset as well as the commands required to integrate screen and system functions. Processing administrative tasks. UHG product knowledge (e.g., basic understanding of plan design).  Customer specific knowledge of plan components (benefits).  System(s) and workflow knowledge (electronic-EDI, United Front-end, EPD).  System(s) and workflow knowledge (Facets, UNET, COSMOS).Qualifications: College Degree or High School Diploma with equivalent work experience. 1 year prior call center experience preferred. Strong PC Skills (Word/Excel) required. Strong customer service orientation. Ability to interpret electronic data and apply to customer service calls. Strong communication skills. Attention to detail. Quality focused. Knowledge of claim paying and support systems. Decision making skills. Organizational skills. Team Player. Flexibility in following a schedule provided by the Workforce Manager. Adjusts quickly and reacts positively to change. Strong Problem Solving Skills.Diversity creates a healthier atmosphere:  equal opportunity employer M/F/D/V