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Peoples Health Member Services Representative - Work From Home

UnitedHealth Group | Metairie, LA | 01/14/2022

If you are located within 75 miles of Metairie, LA, you will have the flexibility to telecommute* (work from home) as you take on some tough challenges.

Welcome to one of the toughest and most fulfilling ways to help people, including yourself. We offer the latest tools, most intensive training program in the industry and nearly limitless opportunities for advancement. Join us and start doing your life's best work. SM

A typical day for a Peoples Health Member Services Representative begins with Representatives setting up their resources to maximize their success in handling calls. That includes reviewing emails, the intranet, the department's Daily Huddle, and team performance from the previous day. After ensuring preparedness, representatives log onto the phone system and make themselves available to assist callers.

Some days are busier than others and require you to hit the ground running and handle a lot calls while remaining engaged, empathetic, and helpful to the caller. Often times callers are dealing with health and / or financial issues that add a sense of urgency to their requests, and you have to maintain a balance between advocating for members, and business processes that make the company successful. At all times, the customer is at the center of what you do. On slower days, you follow up on outstanding action items that you routed to other departments, and conduct follow - up calls with members to close out their contact. You're always learning something new and expanding your knowledge of the industry and the population of members we serve. It can be a very rewarding experience.

This position is full-time (40 hours/week) Monday - Friday. Employees are required to work our normal business hours 8:00 AM - 8:00 PM CT from Monday - Friday (will start 8:00 AM - 5:00 PM, October - March 7 days / week). It may be necessary, given the business need, to work occasional overtime or weekends.

*All Telecommuters will be required to adhere to UnitedHealth Group's Telecommuter Policy.

Primary Responsibilities:
  • Handles inquiries, concerns, complaints, grievances and appeals in a professional manner by listening to the member and showing respect. When appropriate, the Representative takes action to resolve complaints to ensure member retention and satisfaction by following department guidelines or contacts immediate supervisor for intervention
  • Educates members, customers (internal / external) while effectively promoting Peoples Health products, services, and policies on the telephone as well as face - to - face communication
  • Acts in accordance with Peoples Health vision and values. Participates and supports development programs, active in staff meetings, and performs company educational offerings as well as demonstrating the willingness to work as a team member when needed for additional tasks to ensure excellent service
  • Acts as an efficient liaison for the member and effectively documents 100% of their communication in the service module achieving a clear link between subject line, category, sub - category and free text
  • Knowledgeable on transportation benefits and escalate member complaints
  • The Representative must become familiar with standard healthcare concepts, practices, and procedures as they relate to claims adjudication and managed care
  • Complete special assignments in an accurate and efficient manner with little intervention from management

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 higher)
  • 2+ years of experience in a call center OR office environment
  • 1+ years of healthcare experience
  • Basic computer navigation skills with experience in a Windows environment
  • Proficiency with Microsoft Office Suite including Microsoft Excel (enter information, save files, and navigate through worksheets), Microsoft Word (create documents), Microsoft Outlook (organize emails)
  • Ability to work any 8-hour shift between the hours of 8:00 AM - 8:00 PM CT from Monday - Friday (will start 8:00 AM - 5:00 PM, October - March 7 days / week) including the flexibility to work occasional overtime, weekends, and holidays based on business need
  • Full COVID-19 vaccination is an essential requirement of this role. UnitedHealth Group will adhere to all federal, state and local regulations as well as all client requirements and will obtain necessary proof of vaccination prior to employment to ensure compliance.

Preferred Qualifications:
  • Amisys experience
  • Bilingual skills in English and Spanish

Telecommuting Requirements:
  • Reside within 75 miles of Metairie, LA
  • Must be willing to travel into the Metairie office on occasion for trainings
  • Required to have a dedicated work area established that is separated from other living areas and provides information privacy
  • Ability to keep all company sensitive documents secure (if applicable)
  • 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 document members needs and complaints while having a conversation
  • Strong interpersonal skills with the ability to empathize with our members needs and complaints
  • Strong analytical skills with the ability to solve complex member issues with minimal assistance

UnitedHealth Group requires all new hires and employees to report their COVID-19 vaccination status.

Military & Veterans find your next mission: We know your background and experience is different and we like that. UnitedHealth Group values the skills, experience and dedication that serving in the military demands. In fact, many of the values defined in the service mirror what the UnitedHealth Group culture holds true: Integrity, Compassion, Relationships, Innovation and Performance. Whether you are looking to transition from active duty to a civilian career, or are an experienced veteran or spouse, we want to help guide your career journey. Learn more at https://uhg.hr/transitioning-military

Learn how Teresa, a Senior Quality Analyst, works with military veterans and ensures they receive the best benefits and experience possible. https://uhg.hr/vet

Careers at UnitedHealthcare Medicare & Retirement. The Boomer generation is the fastest growing market segment in healthcare. And we are the largest business in the nation dedicated to serving their unique health and well - being needs. Up for the challenge of a lifetime? Join a team of the best and the brightest to find bold new ways to proactively improve the health and quality of life of these 9 million customers. You'll find a wealth of dynamic opportunities to grow and develop as we work together to heal and strengthen our Healthcare system. Ready? It's time to 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: UHG, UHC, M&R, PeoplesHealth, member services representative, call center, healthcare, Amisys, work at home, work from home, WAH, WFH, remote, telecommute, hiring immediately, #RPO

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January 20, 2022