Associate Enrollment Eligibility Representative - National Remote

You’ll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges.

At UnitedHealthcare, we’re simplifying the health care experience, creating healthier communities, and removing barriers to quality care. The work you do here impacts the lives of millions of people for the better. Come build the health care system of tomorrow, making it more responsive, affordable and equitable. Ready to make a difference? Join us and start doing your life’s best work.SM

Positions in this function are responsible for preparing, processing, and maintaining member or group enrollments. Position 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. Positions may load member or group data into the enrollment database & update the database with changes. Position also responds to member eligibility or group questions and verifies enrollment status. Position will be main point of contact for group customers in regard to enrollment related items. Position 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. Position may work with various types of member correspondence. Position is also 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 - 5:00pm CST. It may be necessary, given the business need, to work occasional overtime or weekends.

We offer 5 weeks of training. The hours during training will be 7:30am to 4:00pm CST, Monday - Friday. 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
• 1+ years of experience helping customers resolve matters, preferably in an office environment
• Familiarity with computer and Windows PC applications
• 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 – 5:00pm CST; may be required to work outside of these standard business hours, including overtime to meet business need
• Must be 18 years of age OR older

Preferred Qualifications:

• 1+ years of experience in enrollment / eligibility for employer offered benefits
• 1+ years of experience in a health insurance industry

Telecommuting Requirements:

• 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
• Must be able to connect directly into internet - via hard wire (either directly to modem or router)

Soft Skills:

• Ability to:
  • navigate a computer while speaking on the phone
  • thrive in a completely virtual team environment
  • apply professional written and oral communication skills when communicating with customers, members, and team
  • 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
  • remain focused and productive each day though tasks may be repetitive
  • work in a team environment spanning multiple locations
  • recognize when to seek help for difficult situations from supervisor or senior enrollment representative
  • speak in a helpful, kind, manner to effectively address the emotional needs of the caller as well as follow effective phone procedures, using words and phrases that convey to the caller that you truly want to help them
  • identify root-cause of problems, seek/offer solutions, investigate complex matters, and discuss business practice improvements as appropriate

Physical and Work Environment:

• Frequent speaking, listening using a headset, sitting, use of hands/fingers across keyboard or mouse, handling other objects, long periods working at a computer
• Service center environment with moderate noise level due to Representatives talking, computers, printers, and other common office activity
• Referencing and navigating multiple computer systems and databases at one time
• Position will be asked to work overtime when business needs demand

California, Colorado, Connecticut, Hawaii, Nevada, New Jersey, New York, Washington or Rhode Island Residents Only: The hourly range for California / Colorado / Connecticut / Hawaii / Nevada / New York / New Jersey / Washington / Rhode Island residents is $16.00 - $28.27 per hour. Pay is based on several factors including but not limited to education, work experience, certifications, etc. In addition to your salary, UnitedHealth Group offers benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with UnitedHealth Group, you’ll find a far-reaching choice of benefits and incentives.

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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