If you are located within Central Time Zone, you will have the flexibility to telecommute* (work from home) as you take on some tough challenges.
UMR, UnitedHealthcare’s third-party administrator (TPA) solution, is the nation’s largest TPA. When you work with UMR, what you do matters. It's that simple . . . and it's that rewarding.
In providing consumer - oriented health benefit plans to millions of people; our goal is to create higher quality care, lower costs and greater access to health care. Join us and you will be empowered to achieve new levels of excellence and make a profound and personal impact as you contribute to new innovations in a vital and complex system. Opportunities are endless for your career development and advancement within UMR due to our record-breaking growth.
Regardless of your role at UMR, the support you feel all around you will enable you to do what you do with energy, quality, and confidence. So, take the first step in what is sure to be a fast - paced and highly diversified career.
As an Associate Enrollment Eligibility Representative you will be responsible for preparing, processing, and maintaining member or group enrollments. You will answer incoming phone calls from customers (members, providers, groups), provide expertise and support to customers, and practice superior customer service skills in all lines of communication. You may load member or group data into the enrollment database & update the database with changes. You will also respond to member eligibility or group questions and verifies enrollment status. You will be main point of contact for group customers in regard to enrollment related items. You will answer incoming phone calls from customers (members, providers, groups), provide expertise and support to customers, and practice superior customer service skills in all lines of communication. You may work with various types of member correspondence. You will also be responsible for reconciling eligibility discrepancies identified by error reports, analyzing transactional data, and submitting retroactive eligibility changes.
This position is full-time. 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 CST. It may be necessary, given the business need, to work occasional overtime.
We offer 5 weeks of paid training. The hours during training will be 7:30am to 4:00pm CST, Monday – Friday (subject to change). Training will be conducted virtually from your home.
- All Telecommuters will be required to adhere to UnitedHealth Group’s Telecommuter Policy.
Primary Responsibilities:
- Serve as primary contact as it relates to all enrollment tasks for assigned book of business, which include multiple group customers; maintain satisfied customers by providing superior service and practice attention to detail in various responsibilities.
- Answer member, provider, and group customer phone calls; adhering to department expectations for answering calls and providing friendly customer service.
- Follow established procedures to maintain enrollment data in applicable systems and databases based on customer request, electronic file, or internal reports; seek guidance from superiors (mentor, team-lead, supervisor) for non-standard enrollment inquiries.
- After new employee ramp-up period: employee is expected to meet or exceed departmental established productivity, quality, and turn-around standards; follows department guidelines to track own work completed.
- Once fully trained, take ownership of assigned workload following established procedures; frequently or periodically may require guidance from superiors to complete responsibilities.
- Follows departmental guidelines to manage and prioritize own workload daily for assigned group customers to meet customer demands; may require assistance from superiors in managing or prioritizing this workload.
- Read, interpret, and communicate eligibility requirements following plan guidelines.
- Practice advanced follow-up skills with internal and external parties to ensure group customer expectations are attended to and that member data is accurately reflected in enrollment system at all times.
- Review moderately complex error reports, analyze member enrollment data, and correct enrollment system(s) based on findings.
- Resolve customer inquiries as they relate to enrollment and eligibility through all lines of communication, including e-mails and phone calls; provide customer service in a friendly and professional manner to internal/external parties; document call details in applicable system.
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.
Required Qualifications:
- High School Diploma / GED OR equivalent work experience
- Must be 18 years of age OR older
- 1+ years of experience helping customers resolve matters, preferably in an office environment
- Proficiency with computer and Windows PC applications, which includes the ability to navigate a computer while speaking on the phone
- Experience with Microsoft Word (ability to sort, filter, and create simple documents), Microsoft Excel (ability to sort, filter, and create simple spreadsheets), and Microsoft Outlook (ability to create, respond to, store, and retrieve emails, and use calendar to schedule meetings)
- Ability to work, Monday – Friday between the hours of 7:00am – 7:00pm CST (8 hour shift within); may be required to work outside of these standard business hours, including overtime to meet business need
Preferred Qualifications:
- 1+ years of experience in enrollment/eligibility for employer offered benefits.
- 1+ years of experience in a health insurance industry
Telecommuting Requirements:
- Reside within Central Time Zone
- Ability to keep all company sensitive documents secure (if applicable)
- Required to have a dedicated work area established that is separated from other living areas and provides information privacy
- Must live in a location that can receive a UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet service
Soft Skills:
- Ability to:
- thrive in a completely virtual team environment spanning within multiple locations.
- apply professional written and oral communication skills when communicating with customers, members, and team speaking in a helpful and kind manner.
- practice time management and prioritization skills to meet necessary deadlines with minimal supervision; seek guidance from mentors/supervisor when appropriate.
- work effectively and promote positivity at all times, including during new system implementations and/or changing procedures.
- recognize when to seek help for difficult situations from supervisor or senior enrollment representative.
- identify root-cause of problems, seek/offer solutions, investigate complex matters, and discuss business practice improvements as appropriate.
At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone–of every race, gender, sexuality, age, location, and income–deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups, and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes — an enterprise priority reflected in our mission.
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.
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