Associate Enrollment and Eligibility Representative - Remote

Company: UnitedHealth Group
Location: Hartford
Posted on: January 9, 2022

Job Description:

Youll enjoy the flexibility to telecommute* from anywhere within the U.S. 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.SMIt's that time, isn't it? You're ready for the next step forward and an opportunity to build on your skills. And it just so happens that there's never been a better time to become a part of the team at UnitedHealth Group. Today, more and more people are turning to our global health care services organization because we're leading the way in innovative ideas and quality. Here's where you come in. As part of our fast-paced operations team, you'll help ensure that we bring on new members comprehensively and accurately. You bring your energy, we'll provide the training, resources and opportunities you'd expect from a Fortune 10 leader.The Associate Enrollment and Eligibility Representative is responsible for preparing, processing and maintaining member or group enrollments. Position will answer incoming phone calls from customers (members, providers, groups), provide expertise and support to customers, and practice superior customer service skills in all lines of communication. Positions may load member or group data into the enrollment database & update the database with changes. Position also responds to member eligibility or group questions and verifies enrollment status. Position will be main point of contact for group customers in regards to enrollment related items. Position will answer incoming phone calls from customers (members, providers, groups), provide expertise and support to customers, and practice superior customer service skills in all lines of communication. Position may work with various types of member correspondence. Position is also responsible for reconciling eligibility discrepancies identified by error reports, analyzing transactional data, and submitting retroactive eligibility changes.This position is full-time (40 hours/week) Monday - Friday. Employees are required to work our normal business hours of 7:00 AM - 7:00 PM CST. It may be necessary, given the business need, to work occasional overtime or weekends.We offer 4weeks of paid training. The hours during training will be 7:00 AM - 5:00 PM CST fromMonday - Friday. Training will be conducted virtually from your home.*All Telecommuters will be required to adhere to UnitedHealth Groups Telecommuter Policy.Primary Responsibilities:

• Serve as primary contact as it relates to all enrollment tasks for assigned book of business, which include multiple group customers; maintain satisfied customers by providing superior service and practice attention to detail in various responsibilities
• Answer member, provider, and group customer phone calls; adhering to department expectations for answering calls and providing friendly customer service
• Follow established procedures to maintain enrollment data in applicable systems and databases based on customer request, electronic file, or internal reports; seek guidance from superiors (mentor, team-lead, supervisor) for non-standard enrollment inquiries
• After new employee ramp-up period: employee is expected to meet or exceed departmental established productivity, quality, and turn-around standards; follows department guidelines to track own work completed
• Once fully trained, take ownership of assigned workload following established procedures; frequently or periodically may require guidance from superiors to complete responsibilities
• Follows departmental guidelines to manage and prioritize own workload on a daily basis for assigned group customers in order to meet customer demands; may require assistance from superiors in managing or prioritizing this workload
• Read, interpret, and communicate eligibility requirements following plan guidelines
• Practice advanced follow-up skills with internal and external parties to ensure group customer expectations are attended to and that member data is accurately reflected in enrollment system at all times
• Review moderately complex error reports, analyze member enrollment data, and correct enrollment system(s) based on findings
• Resolve customer inquiries as they relate to enrollment and eligibility through all lines of communication, including e-mails and phone calls; provide customer service in a friendly and professional manner to internal/external parties; document call details in applicable systemYoull 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)
  • 1+ years of experience in helping customers resolve matters
  • 1+ years of experience in a health insurance industry
  • Ability to work any set 8-hour shift schedulebetween the hours of 7:00 AM - 7:00 PM CST from Monday - Fridayincluding the flexibility to work occasional overtime outside of these standard business hoursbased on business need
  • Experience with computer and Windows PC applications
  • Experience with Microsoft Word (ability to sort, filter, and create simple documents), Microsoft Excel (ability to sort, filter, and create simple spreadsheets), and Microsoft Outlook (ability to create, respond to, store, and retrieve emails,and use calendars to schedule meetings)Preferred Qualifications:
    • 1+ years of experience in enrollment / eligibility for employer offered benefitsTelecommuting 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:
        • Ability to navigate a computer while speaking on the phone
        • Apply professional written and oral communication skills when communicating with customers, members, and team
        • Practice time management and prioritization skills to meet necessary deadlines with minimal supervision; seek guidance from mentors/supervisor when appropriate
        • Work effectively and promote positivity at all times, including during new system implementations and/or changing procedures
        • Remain focused and productive each day though tasks may be repetitive
        • Work in a team environment spanning multiple locations
        • Recognize when to seek help for difficult situations from supervisor or senior enrollment representative
        • Speak in a helpful, kind, manner to effectively address the emotional needs of the caller as well as follow effective phone procedures, using words and phrases that convey to the caller that you truly want to help them
        • Identify root-cause of problems, seek/offer solutions, investigate complex matters, and discuss business practice improvements as appropriatePhysical and Work Environment:
          • Frequent speaking, listening using a headset, sitting, use of hands / fingers across keyboard or mouse, handling other objects, long periods working at a computer
          • Service center environment with moderate noise level due to Representatives talking, computers, printers, and other common office activity
          • Referencing and navigating multiple computer systems and databases at one time
          • Position will be asked to work overtime when business needs demandUnitedHealth 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 Learn how Teresa, a Senior Quality Analyst,works withmilitary veterans and ensures they receive the best benefits and experience possible.Careers at UnitedHealthcare Employer & Individual. We all want to make a difference with the work we do. Sometimes we're presented with an opportunity to make a difference on a scale we couldn't imagine. Here, you get that opportunity every day. As a member of one of our elite teams, you'll provide the ideas and solutions that help nearly 25 million customers live healthier lives. You'll help write the next chapter in the history of healthcare. And you'll find a wealth of open doors and career paths that will take you as far as you want to go. Go further. This is your lifes best work.SMColorado, Connecticut or Nevada Residents Only: The salary range for Colorado residents is $15.00 - $22.02. The salary range for Connecticut / Nevada residents is $15.00 - $24.13. 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, youll find a far-reaching choice of benefits and incentives.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: Healthcare, health care, Managed Care, Enrollment, Eligibility, Medicare, Medicaid, Customer Service, Claims, work at home, work from home, WAH, WFH, remote, telecommute, hiring immediately, #RPO

Keywords: UnitedHealth Group, Hartford , Associate Enrollment and Eligibility Representative - Remote, Other , Hartford, Connecticut