Welcometo one of the toughest and most fulfilling ways to help people, includingyourself. We offer the latest tools, most intensive training program in theindustry and nearly limitless opportunities for advancement. Join us and startdoing your life's best work.(sm)Optum, part of the UnitedHealth Group familyof businesses is working to create the health care system of tomorrow.AlreadyFortune 06, we are totally focused on innovation and change. We work a littleharder. We aim a little higher. We expect more from ourselves and each other.And at the end of the day, we're doing a lot of good.Throughour family of businesses and a lot of inspired individuals, we're building ahigh-performance health care system that works better for more people in moreways than ever. Now we're looking to reinforce our team with people who aredecisive, brilliant and built for speed.TheSenior Customer Service Representative is responsible for handling all incomingBilling and Eligibility phone calls and for serving as the primary customerinterface for departmental inquiries.Primary Responsibilities:Ensures quality customer service for internaland external customers: - Responds to incoming customer service requests,both verbal and written - Identifies and assesses customers' needsquickly and accurately - Solves problems systematically, using soundbusiness judgment - Partners with other billing and eligibilitydepartment representatives to resolve complex customer service inquiries - Monitors delegated customer service issuesto ensure timely and accurate resolution - Applies appropriate communicationtechniques when responding to customers, particularly in stressful situations - Informs and educates new customersregarding billing/invoicing set up and billing/payment procedures - Places outgoing phone calls to completefollow-up on customer service requests as necessary - Responds to customer service inquiries inwriting as necessary - Processes member terminations (i.e. phonedisenrollment) - Establishes and demonstrates competency ineligibility, billing and receivable systems and associated applications - Implements customer service strategies andrecommends related improvements/enhancements - Maintains timely, accurate documentationfor all appropriate transactions - Makes corrections and adjustmentsConsistently meets established productivity,schedule adherence, and quality standardsProactively seeks to further develop billingand accounts receivable competenciesKeeps management abreast of all outstandingissuesAdapts procedures, processes, and techniquesto meet the more complex position requirementsParticipates in load balancingAddresses special (ad-hoc) projects asappropriateSeeks involvement in continuous qualityimprovement initiativesEnsures quality customer service for internaland external customers
Our mission is to help people live healthier lives and to help make the health system work better for everyone.- We seek to enhance the performance of the health system and improve the overall health and well-being of the people we serve and their communities. - We work with health care professionals and other key partners to expand access to quality health care so people get the care they need... at an affordable price. - We support the physician/patient relationship and empower people with the information, guidance and tools they need to make personal health choices and decisions.