Customer Service Quality Analyst - Remote
MedExpress- Full Time
- Posted : 4 years ago
Position Description
+Energize your career
with one of Healthcare's fastest growing companies.
+You dream of a great
career with a great company - where you can make an impact and help people.
+We dream of giving you
the opportunity to do just this.
+And with the incredible
growth of our business, it's a dream that definitely can come true. +Already
one of the world's leading Healthcare companies, UnitedHealth Group is
restlessly pursuing new ways to operate our service centers, improve our
service levels and help people lead healthier lives.
+We live for the
opportunity to make a difference and right now, we are living it up.
This opportunity is with
one of our most exciting business areas:
Optum - a growing part of
our family of companies that make UnitedHealth Group a Fortune 6 leader.
Optum helps nearly 60
million Americans live their lives to the fullest by educating them about their
symptoms, conditions and treatments; helping them to navigate the system,
finance their healthcare needs and stay on track with their health goals.
No other business touches
so many lives in such a positive way.
And we do it all with
every action focused on our shared values of Integrity, Compassion,
Relationships, Innovation & Performance.
Turn on the news on any
night of the week and you're likely to hear about the changes that are sweeping
through our health care system.
It's dramatic. It's positive.
And it's being led by
companies like UnitedHealth Group.
Now, you can take
advantage of some of the best resources and tools in the world to help serve
our members by ensuring the quality of our customer service operations and the
customer experience.
This is no small
opportunity.
This role is equally
challenging and rewarding.
The entire customer
service operation is reliant on your ability to audit calls and provide
feedback to team members, as well as analyzing information to offer 8 weeks of
paid training.
The hours during training
will be 8:00am to 5pm CST Monday - Friday. Training will be conducted virtually
from your home.
What we do defines who we
are. Take a deeper look at how we're providing support during this global
health crisis and search for a way you can get involved.
* Provide expertise and
support by conducting audits across several departments, including call, claim,
eligibility, intake and system configuration
* Provide feedback and
reports to team members on audit results
* Analyze information to
build recommendations to reduce errors and improve process performance
* Responsible for all
aspects of quality assurance 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)
* 4+ years of phone based
customer service experience analyzing and proactively identifying solutions to
customer issues
* 3+ years of experience
in a high volume call center
* Expertise in use of
call center software programs such as: NICE, Qfiniti, KANA, and eGRC
* Proficiency with
computer and Windows PC applications including Microsoft Office; Microsoft
PowerPoint (create and present basic presentations), Microsoft Excel (create
spreadsheets, track data, sort / filter) and Microsoft Word (draft quality
documents)
* Experience in customer
service and / or provider call auditing, preferably in financial services and /
or healthcare
Preferred Qualifications:
* Experience using
Microsoft Visio (basic table query operations)
* Experience using
Microsoft Project (develop a plan / timeline, assign resources to tasks, track
progress)
* Claims processing
HSA, FSA, MSA, and / or provider electronic
payments processing experience UnitedHealth Group is an essential business. The
health and safety of our team members is our highest priority, so we are taking
a science driven approach to slowly welcome and transition some of our
workforce back to the office with many safety protocols in place. We continue
to monitor and assess before we confirm the return of each wave, paying
specific attention to geography - specific trends.
At this time, 90% of our
non - clinical workforce transitioned to a work at home (remote) status. We have
taken steps to ensure the safety of our 325,000 team members and their
families, providing them with resources and support as they continue to serve
the members, patients and customers who depend on us.
Some of the steps we've
taken to ensure employee well - being include:
* Transitioned our new
hire training classes to be conducted virtually
* Launched our
ProtectWell app and UnitedCARES program to help ease the burden and stress for
our UnitedHealth Group team members and their immediate family affected by
COVID – 19
* Daily updates from our
CEO Dave Wichmann to support and inspire team members during this challenging
time
* Onsite social
distancing and increased sanitization measures for employees who have been
welcomed back to our offices
* Fully cover the COVID -
19 healthcare costs for our employees
* Employees who self -
identify as high risk or who live with someone who is high risk have been asked
to remain working from home.
You can learn more about
all we are doing to fight COVID - 19 and support impacted communities at: with
Optum.
Here's the idea. We built
an entire organization around one giant objective; make the health system work
better for everyone. So when it comes to how we use the world's large
accumulation of health - related information, or guide health and lifestyle
choices or manage pharmacy benefits for millions, our first goal is to leap
beyond the status quo and uncover new ways to serve. Optum, part of the
UnitedHealth Group family of businesses, brings together some of the greatest
minds and most advanced ideas on where health care has to go in order to reach
its fullest potential.
Skills
- Project Management
- MS Excel
- Quality Control
- Customer Support
- Multi-Tasking
- Positive Attitude
- CUSTOMER SERVICE
- Task Management
- Organizing Skills
