Senior Product Support Representative

UnitedHealth Group
Columbia, MD
Nov 09, 2018
Nov 15, 2018
Accountant, IT
Full Time
Welcome to one of the toughest and most fulfilling waysto help people, including yourself. We offer the latest tools, most intensivetraining program in the industry and nearly limitless opportunities foradvancement. Join us and start doing your life's best work. SM The Senior Product Support Representative is responsiblefor confirming all members on the HCPs schedules HouseCalls Visits and medicalquestions before the visit occurs. Primary Responsibilities: Place a high volume of outbound calls to our valuedmembers of the health plan to confirm their HouseCalls Visit (HCV) with theHealthCare Practitioner Conducting clinical questionnaire while on the callCancelling and/or reschedule the HCV Communicate with the HealthCare Practitioners outcome ofcall (if applicable)Ensure appointments are scheduled accurately followingdepartment policies and proceduresAnswer inbound calls from our valued members and assistwith inquiriesConfirm HCV for all assigned and non-assigned HCPsEnhance our valued members experience within our businessValidate member demographic information and obtainadditional member data via specific plan scriptingData entry of the members record with accurateinformation obtained on the callResolve any scheduling issues or concernsRoute calls to the appropriate department as neededCollaborate within a team environmentSupport any call queues as business needs ariseEnsure metrics are met for the amount of calls monitoredfor each coordinator and the amount of disposition audits performed.Requirements:High School Diploma or GED (or higher)2+ years of Call Center experience member/employeeengagement (direct or indirect)6+ months experience handling escalated callsPreferred Qualifications: Familiar with Hawkeye SchedulerKnowledge of the Practitioner PortalKnowledge of TeamCare HelpdeskExperience with Call Center technology (ie auto dialer,work force management software)Soft Skills:Excellent interpersonal skills with the ability to adaptcommunication to audienceExcellent verbal and written communication skillsProfessional and positive display of compassion andcommitment to service excellenceMust have the ability to prioritize assignments in a fastpaced, teamwork environmentAbility to perform tasks with minimal supervision, a highlevel of accuracy, and strong attention to detailMust be a team player and have the ability to interactcross functionally within the organization.Ability to motivate and encourage othersUnitedHealth Group is working to create the health care system of tomorrow. Already Fortune 6, we are totally focused on innovation and change. We work a little harder. 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.Through our family of businesses and a lot of inspired individuals, we're building a high-performance health care system that works better for more people in more ways than ever. Now we're looking to reinforce our team with people who are decisive, brilliant - and built for speed.Come to UnitedHealth Group, and share your ideas and your passion for doing more. We have roles that will fit your skills and knowledge. We have diverse opportunities that will fit your dreams.Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity/Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.Keywords:customer service representative, customer service, CSR, UnitedHealth Group,call center, UnitedHealthcare, health care, office, phone support, trainingclass

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