UnitedHealth Group Phoenix, AZ 85040
The Senior Customer Service Representative (Member Engagement) role is within the Government Programs segment of United Healthcare. This position is a non-licensed role who will be responsible for leading both outbound and inbound call efforts building connections with current and past United Healthcare members through exceptional customer service skills. The primary focus of this team is to positively influence the growth and retention of our C&S Dual Special Needs membership. During peak times of the business year, Retention plays a vital role in supporting key business partners maintain the growth of our plan membership through the various call campaigns projects and initiatives. Primary focus of NRT Specialists is to identify the unique needs of each member and provide support and information to help close potential gaps in care.
This position is full-time (40 hours/week). Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 7:00am – 7:00pm Local Time, Monday – Friday. It may be necessary, given the business need, to work occasional overtime and weekends. Our office is located at 4425 E. Cotton Center Blvd Phoenix, AZ 85040.
We offer 4 weeks of paid training. The hours during training will be 9am to 5:30pm Monday-Friday. Training will be conducted virtually from your home.
*All Telecommuters will be required to adhere to UnitedHealth Group’s Telecommuter Policy.
Inbound and Outbound Call Campaign Support & Results:
Maintain a basic understanding of State Medicaid benefits
Meet/Exceed basic call center metrics and expectations consistently (Quality, Adherence, Call Efficiency, Campaign outcomes, Attendance, etc.)
Accurately and efficiently collect and input pertinent information obtained into the appropriate company systems
Ability to navigate through multiple systems simultaneously, with a general understanding of the United HealthCare Products and Benefits.
Create meaningful, compassionate connections with C&S Dual Special Needs members while engaging in fact finding conversations
Demonstrate compassion while working with individuals who are economically disadvantaged, medically underserved or without employer funded health coverage
Displays compassion and understanding for the Medicaid population.
Daily management and completion of multiple Community and State Dual Special Need call campaigns with initiatives that vary by campaign
Strong understanding of prioritizing business goals to meet expected campaign deadlines
With frequent change in campaigns, showcase the ability to exhibit self-direction on prioritizing the daily campaign needs with limited direction
Adhere to call center format of a prescheduled day, demonstrating flexibility for both inbound and outbound call efforts
Conduct former member surveys thoroughly and professionally while following an approved script
Contact newly enrolled members to welcome them to our health plans. The primary goal of this interaction is to verify key information about the member, review the plan benefits available maximizing the value of their health plan benefits. The representative should develop a positive relationship and ensure the member has the information and documentation they need to have a compassionate and empathetic experience as our member.
Complete a Health Assessment (HA) following the UnitedHealthcare national standard HA as programmed into ICUE database.
Effective organizational skills with a personal focus to complete tasks within communicated deadlines
Excellent communication skills – demonstrating high level writing .and verbal skills. Effective with communicating information and active listening
Identifies and assesses member’s needs quickly and accurately
Ability to multi-task; understand different Retention campaigns and how United Healthcare can become or remain relevant in key markets
Collaborate with our Producer Help Desk team, aiding our Field Agents in Medicaid Verification requests as business needs arise.
Offline Performance Focus: – 10%
Work effectively within a team setting and collaboratively with multiple business partners throughout the Medicare & Medicaid business to further the goals of the organization
Building skills through Team Meetings, 1×1 Coaching, Call calibrations, Peer Coaching’s etc.
Willingness to accept feedback and apply applicable coaching
Desired Soft Skills
Understand & supportive of company’s vision and mission linked to direct application of methods and strategies to accomplish Community and State Dual Special Needs business goals.
Self-driven goal-oriented individual with the desire to go above and beyond for a member while meeting/exceeding business metrics
Ability to demonstrate United HealthCare’s Core Values with internal and external interactions.
Team player with the ability to be flexible in a changing environment.
Demonstrates appropriate communication techniques when responding to members, particularly in stressful situations
You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.
High school diploma / GED (or higher)
2+ years of customer service &/or Call Center experience analyzing and solving member problems
Bilingual fluency in English and Spanish
Experience with Windows PC applications which includes the ability to learn new and complex computer system applications and phone systems
Availability to work 40 hours per week within the operating hours of 7:00 am – 7:00 pm M-F, with an expectation to adjust schedules and work required overtime (to include Holiday’s and Weekends) based on business needs.
Peak required Overtime periods include but are not limited to Q4 & Q1 of each year.
You will be asked to perform this role in an office setting or other company location, however, may be required to work from home temporarily due to space limitations
If you need to enter a work site for any reason, you will be required to screen for symptoms using the ProtectWell mobile app, Interactive Voice Response (i.e., entering your symptoms via phone system) or similar UnitedHealth Group-approved symptom screener. When in a UnitedHealth Group building, employees are required to wear a mask in common areas. In addition, employees must comply with any state and local masking orders
Healthcare related experience
Reside within commutable distance of the office location: 4425 E. Cotton Center Blvd Phoenix, AZ 85040.
Required to have a dedicated work area established that is separated from other living areas and provides information privacy
Ability to keep all company sensitive documents secure (if applicable)
Must live in a location that can receive a UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet service
Physical and Work Environment
Ability to converse with members for a full day’s work, listening using a headset, sitting, use of hands / fingers across keyboard or mouse, long periods working at a computer, sedentary work
Service center environment has a moderate noise level due to representatives talking, computers, printers, and floor activity
UnitedHealth Group is an essential business. The health and safety of our team members is our highest priority, so we are taking a science driven approach to slowly welcome and transition some of our workforce back to the office with many safety protocols in place. We continue to monitor and assess before we confirm the return of each wave, paying specific attention to geography-specific trends. We have taken steps to ensure the safety of our 325,000 team members and their families, providing them with resources and support as they continue to serve the members, patients and customers who depend on us.