Customer Care Professional - Buffalo, NY at Tonawanda

Job Description

The role of the Customer Care Professionalis to build trusted relationships with members across their health carelifecycle. This is done by assisting in plan selection and enrollment,educating members about management of their health and well being, helpingmembers to maximize health plan benefits and personal health care dollars andowning customer service inquiries through to resolution. Responsibilities:Assistmembers with selecting the best benefit plan options available to them throughthe enrollment process, including enrollment in specialized care programsResolvemember service inquiries related to:Medicalbenefits, eligibility and claimsFinancialspending accountsPharmacybenefits, eligibility and claimsCorrespondencerequestsEducatemembers about the fundamentals of consumer-driven health care including:Managinghealth and well beingMaximizingthe value of their health plan benefitsChoosinga quality care providerPremiumprovider education and steerageOwnproblem through to resolution on behalf of the member in real time or throughcomprehensive and timely follow-up with the memberHelpmembers navigate myuhc.com and other UnitedHealth Group websiteIntervene with care providers on behalf of the memberResearchcomplex issues across multiple databases and work with support resources toresolve member issuesAssistmembers with provider appointment schedulingConnectmembers with internal specialists for assistance when neededPartnerwith others to resolve escalated issuesProvideeducation and status on previously submitted pre-authorizations orpre-determination requests.

Job Requirements

Qualifications:Minimum 1 year Customer Service experienceAn education level of at least a high school diploma or GED OR 10 years of equivalent working experienceHealthcare experience preferredExpert need identification, intake and listening skillsStrong verbal and written communication skillsStrong time management skillsStrong problem solving approach to quickly assess current state and formulate recommendationsQuickly identify requested information and anticipate future needsAbility to translate jargon and complex processes into simple, step-by-step instructions members can understand and act uponAbility to overcome objections and persuade members to take action / change behaviorFlexibility to customize approach to meet all types of member communication styles and personalitiesExcellent conflict management skills including:Professionally and adeptly resolve issues while under stressDiffuse conflict and member distressDemonstrate personal resilienceStrong attention to detailAssociate degree or higher preferredSuccessful completion of United Health Care Operations CCP new hire training and demonstrated proficiency requiredQuality focused Physical Requirements and Work Environment:Frequent speaking, listening using a headset, sitting, use of hands/fingers across keyboard or mouse, handling other objects, long periods working at a computerService center environment with moderate noise level due to Representatives talking, computers, printers, and floor activity UnitedHealth Group is working to create the health care system oftomorrow. Already Fortune 25, we are totally focused on innovation and change. Wework a little harder. We aim a little higher. We expect more from ourselves andeach other. And at the end of the day, were doing a lot of good.Through our family of businesses and a lot of inspired individuals, werebuilding a high-performance health care system that works better for morepeople in more ways than ever. Now were looking to reinforce our team withpeople who are decisive, brilliant and built for speed.Diversity creates a healthier atmosphere: equal opportunity employer M/F/D/V UnitedHealth Group is a drug-free workplace. Candidates are required to pass adrug test before beginning employment. In addition, employees in certainpositions are subject to random drug testing. Normal 0 false false false EN-US X-NONE X-NONE /* Style Definitions */ table.MsoNormalTable{mso-style-name:Table Normal;mso-tstyle-rowband-size:0;mso-tstyle-colband-size:0;mso-style-noshow:yes;mso-style-priority:99;mso-style-parent:;mso-padding-alt:0in 5.4pt 0in 5.4pt;mso-para-margin:0in;mso-para-margin-bottom:.0001pt;mso-pagination:widow-orphan;font-size:10.0pt;font-family:Times New Roman,serif;}
Country: USA, State: New York, City: Tonawanda, Company: UnitedHealth Group.