Senior Customer Experience Specialist

1 day ago


Hartford, Connecticut, United States UnitedHealth Group Full time

Deliver exceptional customer experiences to approximately 50-70 callers daily in a fast-paced environment. As a Senior Customer Service Representative, you will provide compassionate and professional support, remembering that each interaction is with a real person seeking help and guidance.

About the Role

Optum, part of UnitedHealth Group, is a global organization dedicated to improving health outcomes by connecting people with care, pharmacy benefits, data, and resources. You'll be part of a diverse and inclusive culture that values talented peers, comprehensive benefits, and career development opportunities.

Key Responsibilities
  • Process adjustments, refunds, transfer bills, mail returns, and perform manual sales transactions.
  • Evaluate and respond to written billing inquiries, including insurance billing and invoice updates.
  • Research, troubleshoot, and resolve complex billing issues and customer complaints, ensuring full resolution.
  • Maintain a tracking log of escalated patient correspondence and provide status updates as needed.
  • Perform all aspects of billing customer service as required.
  • May involve medical coding certification or participation in medical coding activities.
  • Navigate Quest Billing System and web applications proficiently.
  • Ensure compliance with HIPAA regulations at all times.
Requirements
  • High School Diploma or equivalent.
  • Age 18 or older.
  • At least 2 years of customer service experience in a medical office, call center, or healthcare setting.
  • Familiarity with computers and Windows PC applications, with the ability to learn new and complex systems.
  • Ability to work Monday-Friday, 8:30am-5:00pm EST.
  • Training available for the first 2-3 weeks, Monday-Friday, 8:30am-5:00pm EST.
Compensation and Benefits

This role offers a salary range of $16.00 to $28.27 per hour. In addition to your salary, UnitedHealth Group provides a comprehensive benefits package, incentive programs, equity stock purchase, and 401(k) contribution (subject to eligibility requirements).



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