SCA Customer Service Quality / Audit Representative - National Remote

Company: UnitedHealth Group
Location: Hartford
Posted on: March 14, 2023

Job Description:

You'll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges. Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together. The SCA Customer Service Quality / Audit Representative works under the direction of the Operations Quality Supervisor and Quality Director. The SCA Customer Service Quality / Audit Representative--performs evaluations on the calls and work completed by Appointment Scheduling Representatives (ASR) in the VA CCN program. The SCA Customer Service Quality / Audit Representative--conducts evaluations and provides feedback to reduce errors, improve processes, and ensure quality and consistency of the Appointment Scheduling program. Work instructions and other source of truth documents are used to ensure the proper processes were followed, and accurate and complete information was provided. The SCA Customer Service Quality / Audit Representative--will identify, interpret and utilize applicable Customer Service and Quality audit policies and procedures in this role.This position is full - time. Employees are required to work our normal business hours of 8:00 AM - 4:30 PM EST (Eastern Standard Time zone).--Training will be conducted virtually from your home.*All Telecommuters will be required to adhere to UnitedHealth Group's Telecommuter Policy.Primary Responsibilities:

• Analyze and monitor calls and work completed by ASRs for accuracy and policy adherence
• Review the work of others to assess adherence and accuracy with process requirements
• Review customer service documentation in various systems--
• Identify and document opportunities and clearly cite the correct work instruction or source of truth for the noted opportunity
• Recognize trends and assist with possible preventative action
• Work independently
• Identify, communicate and implement opportunities for improving internal audit/rebuttal processes within the Quality team
• Demonstrate knowledge of the healthcare industry as related to handling Health Care related calls and appointments
• Other activities as assignedYou'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)
  • 3+ years of Customer Service Call Center experience in the healthcare industry
  • 1+ years of Auditing experience in the areas of customer service OR appointment scheduling (calls / tasks)
  • Intermediate experience with using Microsoft Word (creating / updating documents) and Microsoft Excel (creating / updating spreadsheets, pivot tables, and formulas)
  • Ability to work any shift between the hours of 8:00 AM - 4:30 PM EST (Eastern Standard Time zone)Preferred Qualifications:
    • Understanding of Basic Quality Programs
    • Team Lead / SME experience in a Call Center OR Quality TeamTelecommuting Requirements:
      • 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 serviceSoft Skills:
        • Excellent verbal and written communication skills
        • Strong analytical skills and exceptional problem - solving skills
        • Ability to independently manage multiple priorities
        • Demonstrated ability to organize material from various sources, analyze and draw logical conclusionsPhysical and Work Environment:
          • Telecommuting position (work from home)
          • 95% of time spent working at a desk using a computer
          • Level II IT security clearance
          • Lifting or other physical labor is not routine parts of the jobOptum, a part of the UnitedHealth Group family of businesses, continues to evolve and make a bigger impact through its extensive expertise in combining technology, data and people to create novel health care solutions and services across the globe. OptumServe is following suit by creating and delivering care that meets the health needs of active-duty--service members, veterans and their families. We're partnering with federal and state government agencies to meet the readiness and health needs of active-duty military members and veterans by providing preventive health screenings and assessments to ensure that troops are ready to answer the call of duty. For those who want to intensify their impact in a career that brings together challenge, learning and growth, OptumServe is the right place to do your life's best work.SMCalifornia, Colorado, Connecticut, Nevada, Washington, New York, or Rhode Island Residents Only: The salary range for California / Colorado / Connecticut / Nevada / Washington / New York / Rhode Island residents is $16.00 - $31.44. 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.#RPO #YELLOW

Keywords: UnitedHealth Group, Hartford , SCA Customer Service Quality / Audit Representative - National Remote, Accounting, Auditing , Hartford, Connecticut