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Provider Phone Resolution Specialist - Pittsburgh, PA

06/30/2018Call Center
Job Location:
Pittsburgh, PA
Metro Area:
PA - Pittsburgh
Company Name: UnitedHealth Group
Website:  Click to Visit
UnitedHealth Group
Doing your best. That's what we want you to do in this role.  Even if you don't have experience, we provide the training and support for you to start your career as a Provider Phone Resolution Specialist. Apply today - training classes start soon! You’re looking for a place where you will be empowered to be your best. When you join UnitedHealthcare’s Provider Service Group, you’ll be part of a team committed to reshaping the way health care works for millions. You’ll join us on a mission to not only deliver the best customer service in the health care industry, but the best customer service. Period. Your commitment to supporting health care professionals will directly translate into better care for our members. And you’ll be well supported with the latest tools and training classes that consist of both self-paced and instructor-led modules. Don’t wait to join us! There’s never been a better time than now to start doing your life’s best work.SM As a Provider Phone Resolution Specialist, you’ll help health care providers resolve inquiries regarding claims, benefits and notifications. You’ll be empowered to research and resolve complex provider issues with efficiency, urgency and compassion.  This is an opportunity for you to identify and exceed our customer expectations by committing to and building strong relationships.  Apply today - we have training classes starting soon that are designed to set you up for success! This position is full-time (40 hours/week) Monday- Friday. Employees are required to have flexibility to work any of our 8 hour shift schedules during our normal business hours of (7:50am - 6:05pm). It may be necessary, given the business need, to work occasional overtime. Our office is located at Nova Tower 2, 2 Alleghney Center- 5th Floor, Pittsburgh, PA 15212. Primary Responsibilities: Answer an average of 50 incoming calls in a fast-paced environment each day from health care providers (i.e. physician offices, clinics) and communicate in a clear, professional manner (good grammar, no slang) Navigate efficiently through 5 - 10 computer systems and applications and toggle quickly between them while on a call Identify the type of assistance the provider needs (i.e. benefit and eligibility, claims, authorizations for treatment) and provide status and education to the callerFocus on resolving issues on the first call by navigating through multiple computer system(s) to identify the current status of the issue, finding answers through multiple resources and providing clear communication to the providerResearch complex issues across multiple databases and work with support resources to resolve customer issues and/or partner with others to resolve escalated issuesDeliver all information in a positive, conversational and compassionate manner to develop a relationship with the provider and provide the best customer service experience possibleDe-escalate concerns and take ownership to resolve complex issuesAccurately document each interactionMeet the performance goals established for the position in the areas of: efficiency, call quality, provider satisfaction, first call resolution and attendance


Required Qualifications: Prefer 1 year prior experience in an office setting, call center setting or phone support role, but not required  An education level of at least a high school diploma or GED OR 10 years of equivalent working experience   Proficient with computer and Windows PC applications, which includes experience using multiple systems at once and the ability to learn new and complex computer system applicationsAbility to navigate a computer while on the phoneAbility to multi-task, this includes ability to understand multiple products and multiple levels of benefits within each productAbility to remain focused and productive each day though tasks may be repetitive Ability to work regularly scheduled shifts within our hours of operation including the training period where lunches and breaks are scheduled, with the flexibility to adjust daily schedule, and work over-time and/or weekends, as needed  All new hires will be required to successfully complete the 15 week Provider Service learning classes and demonstrate proficiency of the materialPreferred Qualifications:Knowledge of medical terminologyAbility to learn in a self-paced learning environmentExcellent verbal and written communication skillsCritical thinking skills to find solutions to complex problemsPrior work experience in health care industry or call center environmentPositive outlook and high commitment to serviceAbility to adapt in a frequently changing environmentCareers with UnitedHealthcare. Let's talk about opportunity. Start with a Fortune 6 organization that's serving more than 85 million people already and building the industry's singular reputation for bold ideas and impeccable execution. Now, add your energy, your passion for excellence, your near-obsession with driving change for the better. Get the picture? UnitedHealthcare is serving employers and individuals, states and communities, military families and veterans where ever they're found across the globe. We bring them the resources of an industry leader and a commitment to improve their lives that's second to none. This is no small opportunity. It's where you can do your life's best work.SM 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, Provider Services, health care, office, phone support, training class
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