Customer Service Representative - Frederick, MD

UnitedHealth Group is an innovative leader in the health and well-being industry, serving more than 55 million Americans. Through our family of companies, we contribute outstanding clinical insight with consumer-friendly services and advanced technology to help people achieve optimal health.



UnitedHealthcare, a UnitedHealth Group company, provides network-based health and well-being benefits and services for employers and consumers nationwide. We use our strength, diversity and innovation to improve the lives of the more than 18 million people who receive our unique products and services. And our endless pursuit for excellence in everything we do extends to your career as well. Join us today for an inspired and purposeful mix of professional growth opportunities and personal rewards. 

 

The Customer Service Assistant responds to all Small Group inquires regarding premium billing, enrollment/eligibility and broker commissions.

 

Responsibilities:
Ensuring quality customer service for internal and external customers.
Identify and assess customer's needs quickly and accurately.
Solve problems systematically, using sound business judgment.
Partner with other billing and eligibility department representatives to resolve complex customer service inquiries.
Monitor delegated customer service issues to ensure timely and accurate resolution.
Apply appropriate communication techniques when responding to customers, particularly in stressful situations.
Place outgoing phone calls to complete follow-up on customer service requests as necessary.
Respond to customer service inquiries in writing as necessary.
Establish and demonstrate competency in eligibility and billing. Implement customer service strategies and recommends related improvements/enhancements.
Maintain timely, accurate documentation for all appropriate transactions.
Consistently meet established productivity, schedule adherence, and quality standards.
Proactively seek to further develop billing and accounts receivable competencies.
Keep management abreast of all outstanding issues.
Address special (ad-hoc) projects as appropriate.
Seek involvement in continuous quality improvement initiatives.



Qualifications:
Education: A thorough knowledge of English for reading, writing and mathematical skills, generally equivalent experience.
Experience: At least 6 months customer service experience preferred. Strong verbal and written communication skills are preferred. Should possess strong interpersonal skills and be well motivated and self disciplined.
Machine Operations: PC, copier, fax and telephone
Other: Must enjoy daily interaction with a wide range of people and personalities over the phone, and be proficient at tact and diplomacy. Must possess strong sense of initiative to apply guidelines appropriately to new or different situations.

Diversity creates a healthier atmosphere:  equal opportunity employer M/F/D/V