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Telephonic Clinical Appeals Reviewer - Maryland Heights, MO & Atlanta, GA

10/06/2018Call Center
Job Location:
Maryland Heights, MO
Metro Area:
MO - Saint Louis
Company Name: UnitedHealth Group
Website:  Click to Visit
UnitedHealth Group
Energize your career with one of Healthcare’s fastest growing companies.     You dream of a great career with a great company - where you can make an impact and help people.  We dream of giving you the opportunity to do just this.  And with the incredible growth of our business, it’s a dream that definitely can come true. Already one of the world’s leading Healthcare companies, UnitedHealth Group is restlessly pursuing new ways to operate our service centers, improve our service levels and help people lead healthier lives.  We live for the opportunity to make a difference and right now, we are living it up.   This opportunity is with one of our most exciting business areas: Optum - a growing part of our family of companies that make UnitedHealth Group a Fortune 6 leader.   Optum helps nearly 60 million Americans live their lives to the fullest by educating them about their symptoms, conditions and treatments; helping them to navigate the system, finance their healthcare needs and stay on track with their health goals. No other business touches so many lives in such a positive way. And we do it all with every action focused on our shared values of Integrity, Compassion, Relationships, Innovation and Performance.   Positions in this function are responsible for providing expertise or general support in reviewing, researching, investigating, negotiating and resolving all types of appeals and grievances. Communicates with appropriate parties’ issues, implications and decisions. Analyzes and identifies trends for appeals and grievances. This includes senior level positions with education / certification / licensure other than an RN, such as BSW, MSW, DDS, Chiropractor, Physical Therapist, etc. (Positions responsible for claims appeals can be found in the Claims job family.)   Primary Responsibilities: Provide Phone Support to drive resolution of caller Questions / Issues Develop and Maintain Productive Relationships / Interactions with Callers Familiar with Business / Industry concepts and terminology as pertains to appeals and grievances Provide Consulting / Education on Caller Issues / Trends as pertains to Appeals and grievances Resolve member service inquiries related to member and provider appeals and grievances Process telephone inquiries regarding: Basic appeal rights, Appeals status, General process, Basic complaints, Urgent appeals Triage calls to determine call type and transfer to the appropriate department as necessary Refax letters to providers and facilities, as necessary Ensure accurate documentation of calls Identify requests for escalation / complaints and escalate accordingly Route identified issues to the appropriate site, as necessary Manage calls efficiently and effectively Own problem through to resolution on behalf of the member / provider / facility in real time or through comprehensive and timely follow - up with the member / provider / facility Research complex issues across multiple databases and work with support resources to resolve inquiry Participate in special projects, work groups or committees as assigned Other duties as assigned  


 Required Qualifications: High School Diploma / GED or higher 1+ years of Telephonic Customer Service experience in a call center environment 1+ years of Healthcare Insurance experience Experience with Microsoft: Word, Excel and Outlook. (Word - Create correspondence and work within templates. Excel - Data Entry, Sort / Filter, and work within tables. Outlook - email and calendar management.) Ability to navigate a PC to open applications, send emails and conduct data entry Comfortable working Monday through Friday between hours of 7:00 am - 7:00 pm  Preferred Qualifications: Familiarity with Medical Terminology Experience with Claims Any college experience Careers with Optum. Here's the idea. We built an entire organization around one giant objective; make the health system work better for everyone. So, when it comes to how we use the world's large accumulation of health-related information, or guide health and lifestyle choices or manage pharmacy benefits for millions, our first goal is to leap beyond the status quo and uncover new ways to serve. Optum, part of the UnitedHealth Group family of businesses, brings together some of the greatest minds and most advanced ideas on where health care has to go in order to reach its fullest potential. For you, that means working on high performance teams against sophisticated challenges that matter. Optum, incredible ideas in one incredible company and a singular opportunity to do your life's best work.   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, Call Center, Healthcare, Appeals, research, Claims, Optum, UnitedHealthcare, San Francisco  
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