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UnitedHealth Groupis working to create the health care system of tomorrow. Already Fortune 6, we are totally focused on innovation and change. We work a little harder. We aim a little higher. We expect more from ourselves and each other. And at the end of the day, we're doing a lot of good. Through our family of businesses and a lot of inspired individuals, we're building a high-performance health care system that works better for more people in more ways than ever. Now we're looking to reinforce our team with people who are decisive, brilliant and built for speed.

TheBilingual (Japanese / English)Senior Customer Service Representativeis responsible for handling all incoming Billing and Eligibility phone calls and for serving as the primary customer interface for departmental inquiries.

Positions in this function are responsible for providing expertise and customer service support to members, customers, and/or providers. Direct phone-based customer interaction to answer and resolve a wide variety of inquiries.

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. View our Covid-19 Resources Page at: https://info.uhg.com/

Primary Responsibilities:

• Ensures quality customer service for internal and external customers.
• Responds to incoming customer service requests, both verbal and written (calls, emails, chats).
• Identifies and assesses customers' needs quickly and accurately.
• Solves problems systematically, using sound business judgment.
• Partners with other billing and eligibility department representatives to resolve complex customer service inquiries.
• Monitors delegated customer service issues to ensure timely and accurate resolution.
• Applies appropriate communication techniques when responding to customers, particularly in stressful situations.
• Informs and educates new customers regarding billing / invoicing set up and billing/payment procedures.
• Places outgoing phone calls to complete follow-up on customer service requests as necessary.
• Responds to customer service inquiries in writing as necessary.
• Processes member terminations (i.e. phone disenrollment).
• Establishes and demonstrates competency in eligibility, billing and receivable systems and associated applications.
• Implements customer service strategies and recommends related improvements/enhancements.
• Maintains timely, accurate documentation for all appropriate transactions
• Makes corrections and adjustments.
• Consistently meets established productivity, schedule adherence, and quality standards.
• Proactively seeks to further develop billing and accounts receivable competencies.
• Keeps management abreast of all outstanding issues.
• Adapts procedures, processes, and techniques to meet the more complex position requirements.
• Participates in load balancing.
• Addresses special (ad-hoc) projects as appropriate.
• Seeks involvement in continuous quality improvement initiatives.
• Ensures quality customer service for internal and external customers.

• High School Diploma / GED or higher
• Japanese / English Bilingual
• 2+ years of customer service experience analyzing and solving customer problems
• 2+ years of basic proficiency with Windows PC applications which includes the ability to learn new and complex computer system applications
• You will be required to adhere to UnitedHealth Group's US Telecommuting Policy
• If you need to enter a work site for any reason, you will be required to screen for symptoms using the ProtectWell mobile app, Interactive Voice Response (i.e., entering your symptoms via phone system) or a similar UnitedHealth Group-approved symptom screener. When in a UnitedHealth Group building, employees are required to wear a mask in common areas. In addition, employees must comply with any state and local masking orders

• Some College or higher
• Experience with UNET
• Experience with ISET
• 2+ years of customer service experience in a call center 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 floor activity