Product Support Representative - National Remote - UnitedHealth Group

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

Opportunities at Change Healthcare, part of the Optum family of businesses. We are transforming the health care system through innovative technology and analytics. Find opportunities to make a difference in a variety of career areas as we all play a role in accelerating health care transformation. Help us deliver cutting-edge solutions for patients, hospitals and insurance companies, resulting in healthier communities. Use your talents to improve the health outcomes of millions of people and discover the meaning behind: Caring. Connecting. Growing together.  

Product Support Representative is the multi-incumbent role where each position with this job title will primarily focus on outbound provider call, inbound triage of calls and post-payment audit processing expertise.

This position is full - time. Employees are required to work any 8-hour shift between the hours of Monday – Friday, from 08:00am – 05:00pm CST.

We offer 2 weeks of paid training. The hours of training will be based on your schedule or will be discussed on your first day of employment.

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

Primary Responsibilities:

• Assignment of outbound calls (50 per day average) for provider reporting based on monthly mailing and incoming provider inquiries.

• Participate as a team on daily inbound call management, scheduling, and escalation.

• Document and correct inaccurate provider address or contact information.

• Responsible for the coordination of provider request ensuring all are processed professionally in a timely manner.

• Responsible for following up and obtaining outstanding medical records from providers and ensuring that the provider information is accurate.

• Performs other tasks and duties as necessary to assist team goals.

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+ year of customer service experience

• 6+ months of call center experience in a remote/virtual setting. 

• Experience with using Microsoft Word (create correspondence and work within templates), Microsoft Excel (data entry, sort, filter, and work within tables), and Microsoft Outlook (email and calendar management)

• Must be 18 years of age OR older

• Ability to work Monday – Friday, from 08:00am – 05:00pm CST

Preferred Qualifications:

• Healthcare customer service experience

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.

Soft Skills:

• Ability to effectively listen, empathize and reassure customers in a professional and friendly manner

• Knowledge of customer service principles and practices

• Self - directed and able to multi - task

• Effective listening and communication skills

California, Colorado, Connecticut, Nevada, New Jersey, New York, Washington or Rhode Island Residents Only: The hourly range for California / Colorado / Connecticut / Nevada / New York / New Jersey / Washington / Rhode Island residents is $16.00 - $27.31 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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