Provider Customer Service Call and Chat Representative - Remote in Multiple Locations

Position Overview

At UnitedHealthcare, we are dedicated to simplifying the health care experience and creating healthier communities. The Provider Customer Services Call and Chat Representative plays a crucial role in supporting providers who care for our members. This role involves responding to inquiries related to benefits and eligibility, billing and payments, clinical authorizations, explanation of benefits (EOB), and behavioral health, through phone calls or concurrent chat. It is a full-time position (40 hours per week) with flexible scheduling during normal business hours (10:35 AM to 7:05 PM CST), though occasional overtime, weekends, and holidays may be required. The role includes 12 weeks of paid training conducted virtually from home (8:00 AM to 4:30 PM CST, Monday through Friday). You will serve as an advocate for providers, taking accountability and ownership in resolving issues, collaborating with internal partners, and utilizing over 30 systems to resolve complex claims and prior authorization issues while promoting self-service digital tools for quicker resolutions. This challenging role offers clear direction for success and opportunities for professional 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 (physician offices, clinics, billing offices).
• Identify the needs of the provider, answering questions and resolving issues related to benefits and eligibility, billing and payments, clinical authorizations, explanation of benefits, and behavioral health.
• Research and dissect complex prior authorization and claim issues, taking steps to prevent repeat calls/messages, escalations, and provider dissatisfaction.
• Collaborate with multiple internal partners to ensure issues are resolved and communicated to providers in a timely manner.
• Utilize strong multitasking skills to efficiently navigate more than 30 systems and extract necessary information across various lines of business.
• Influence providers to utilize self-service digital tools for quicker and more efficient resolutions.

Required Qualifications

• High School Diploma / GED OR equivalent work experience.
• 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, complex systems.
• Ability to type at a speed of 35 - 40+ WPM with an accuracy of at least 90%.
• Must be 18 years of age or older.
• Ability to work full-time (40 hours/week) on an 8-hour shift between 10:35 AM to 7:05 PM CST from Monday to Friday.

Preferred Qualifications

• Prior health care experience and knowledge of healthcare terminology.
• Experience in a related environment (office, call center, customer service, etc.) using phones and computers as primary tools.

Benefits & Perks

• Comprehensive benefits package
• Incentive and recognition programs
• Equity stock purchase
• 401k contribution