Provider Customer Service Call and Chat Representative - Remote in Dublin, OH

Position Overview

At UnitedHealthcare, we are dedicated to simplifying the health care experience and creating healthier communities.
As a Provider Customer Service Call and Chat Representative, you will play a crucial role in supporting providers who care for our members.
This full-time position (40 hours a week, Monday through Friday between 11:35 AM to 8:05 PM EST) involves responding to inquiries related to benefits and eligibility, billing and payments, clinical authorizations, explanation of benefits (EOB), and behavioral health via phone calls or concurrent chat.
You will participate in a comprehensive 10-week paid training program (attendance is mandatory with no paid time off during the period) and work as a telecommuter in accordance with UnitedHealth Group's Telecommuter Policy.
Your responsibilities include advocating for providers, triaging contacts from healthcare professionals, resolving complex issues, collaborating with internal partners for timely resolution, and influencing providers to utilize self-service digital tools.
This role offers a unique opportunity to make a significant impact on the health care system while providing clear direction for success and opportunities for career development.

Key Responsibilities

• Serve as the advocate for providers by demonstrating accountability and ownership to resolve issues.
• Service providers in a multi-channel environment including call and concurrent chat as required.
• Quickly and appropriately triage contacts from healthcare professionals (e.g., physician offices, clinics, billing offices).
• Seek to understand and identify the needs of the provider, answering questions and resolving issues (e.g., benefits and eligibility, billing and payments, clinical authorizations, explanation of benefits, behavioral health).
• Research and dissect complex prior authorization and claim issues and take appropriate steps to resolve identified issues to avoid repeat calls/messages, escalations, and provider dissatisfaction.
• Collaborate effectively with multiple internal partners to ensure issues are resolved and thoroughly communicated to providers in a timely manner.
• Utilize strong multitasking skills to navigate more than 30 systems and extract necessary information to resolve issues across multiple lines of business (C&S, M&R, E&I) and call types.
• Influence providers to utilize self-service digital tools, assisting with navigation questions and promoting the benefits of these tools for faster resolution.

Required Qualifications

• High School Diploma / GED OR equivalent work experience.
• Must be 18 years of age or older.
• 1+ years of customer service experience with analyzing and solving customer concerns.
• Experience with computer and Windows PC applications, with the ability to navigate and learn new and complex systems.
• Ability to type at a speed of 35-40+ WPM with an accuracy of at least 90%.
• Ability to work full-time (40 hours/week) on an 8-hour shift between 11:35 AM and 8:05 PM EST from Monday through Friday.

Preferred Qualifications

• Experience in a related environment (e.g., office, call center, customer service) using phones and computers as primary job tools.
• Prior health care experience and familiarity with healthcare terminology.

Benefits & Perks

• 10 weeks of paid on-the-job training.
• Flexible telecommuting optionsfor those within a 60-mile commutable distance.
• Opportunities for career development and advancementwithin the organization.