Medical Customer Service Representative

  • location: Green Bay, WI
  • type: Contract
  • salary: $16 per hour
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job description

Medical Customer Service Representative

job summary:
Retention Specialist

  • This position is for non-licensed individuals who will be responsible for leading both inbound and outbound call efforts building connections with past and present members through exceptional customer service skills.
  • These efforts help to identify the specific wants and needs of the Medicaid population as well as supporting the organizations goal of further retaining membership and closing gaps in care.
  • The information gathered will be utilized to better align the organization for growth within key markets while focusing on meeting the needs of our consumers.
Job Responsibilities: Depending on the call campaign, individuals would connect with members of the Dual Complete plan in an effort to strengthen their retention within their current plan.

Ways we accomplish this is by educating the consumer on their plan benefits/features and encouraging consumers use of their plan to close gaps in care amongst other tasks.

Inbound and Outbound Call Campaign Support & Results:

  • Maintain a strong understanding of State Medicaid programs
  • Meet/Exceed basic call center metrics and expectations consistently (Quality, Adherence, Campaign outcomes, Attendance, etc.)
  • Accurately and efficiently collect and input pertinent information obtained into the appropriate company systems
  • Ability to navigate through multiple systems, with a general understanding of the United HealthCare Products and Benefits.
  • Create meaningful, compassionate connections with Medicare and Retirement Dual SNP consumers while engaging in fact finding conversations
  • Demonstrate compassion while working with individuals who are economically disadvantaged, medically underserved or without employer funder health coverage
  • Comfortable with Medicaid eligible client base and possesses compassion and understanding for the Medicaid population.
Inbound: 25%

  • Excellent communication skills - demonstrating high level writing and verbal skills. Effective with the dissemination of information and good listener
  • Ability to multi-task; understand different Medicare and Retirement Dual Special Needs campaigns and how can become or remain relevant in key markets
Outbound: 65%

  • (Important to note - this is not "traditional cold calling". These are outbound campaigns to connect mainly with members of a United Healthcare DSNP plan)
Qualifications:

  • Strong desire to "Help People Live Healthier Lives" by educating consumers on their plan and the benefits available to them
  • Prior call center experience is preferred.
  • Healthcare Knowledge (Medicare and Medicaid knowledge would be helpful)
  • Minimum of a high school diploma or GED.
  • Authorized to work in the United States.
  • Proven tenure with previous employer.
Initial Training:

Monday through Friday 8-4:30pm

Monday November 11 - Friday November 22, 2019 (With the potential to expand by up to 3 additional business days if curriculum needs)

2+ weeks (Candidates cannot miss any days during training)

Additional Campaign jobs to be trained in January/ February 2020, depending on business needs

Once training is complete, Candidates must be able to:

  • Candidate should be able to work Monday through Friday 9 - 5:30pm; shifts are 8 hours with a 30 minute unpaid lunch.
  • Production hours are subject to change based on business need and could shift to cover hours S-S 7am-7pm. Candidate would receive 1 week notice if shift adjustments are needed to support business need.
  • Candidate could receive opportunity to work overtime beyond their 8 hour scheduled day based on business needs.
Holidays:

  • Candidate will not need to work the Thanksgiving Holiday Thursday November 28th, 2019 but may be required to work Friday November 29th, 2019 depending on business need.
  • Christmas Eve is a company scheduled work day, Christmas Day is a company Holiday and employees would not be required to work Christmas Day (December 25th, 2019).
  • New Year's Eve is a company scheduled work day and employees would be expected to work.New Year's Day - Candidate would not need to work.
  • Martin Luther King Day is a company scheduled work day
 
location: Green Bay, Wisconsin
job type: Contract
work hours: 8 to 5
education: High School
experience: 2 Years
 
responsibilities:
Job Responsibilities:

  • Depending on the call campaign, individuals would connect with members in an effort to strengthen their retention within their current plan.
Inbound and Outbound Call Campaign Support & Results:

  • Maintain a strong understanding of State Medicaid programs
  • Meet/Exceed basic call center metrics and expectations consistently (Quality, Adherence, Campaign outcomes, Attendance, etc.)
  • Accurately and efficiently collect and input pertinent information obtained into the appropriate company systems
  • Ability to navigate through multiple systems
  • Demonstrate compassion while working with individuals who are economically disadvantaged, medically underserved or without employer funder health coverage
  • Comfortable with Medicaid eligible client base and possesses compassion and understanding for the Medicaid population.
Inbound: 25%

  • Effective organizational skills with a personal focus to complete tasks within communicated deadlines
  • Excellent communication skills - demonstrating high level writing and verbal skills.
  • Effective with the dissemination of information and good listener
  • Ability to multi-task; understand different Medicare and Retirement Dual Special Needs campaigns and how United Healthcare can become or remain relevant in key markets
Outbound: 65% (Important to note - this is not "traditional cold calling".

  • Daily management and completion of multiple Medicare and Retirement Dual Special Need call campaigns with initiatives that vary by campaign
  • Strong understanding of prioritizing business goals to meet expected campaign deadlines
  • Adhere to call center format of a prescheduled day, demonstrating flexibility for both inbound and outbound call efforts
  • Conduct former member surveys thoroughly and professionally while following an approved script
  • Contact newly enrolled members as identified by the Business to welcome them to our health plans. The primary goal of this interaction is to verify key information about the member and review the plan benefits available. The representative should be able to develop a positive relationship and ensure the member has the information and documentation they need to have a positive experience as our member.
Complete a Health Risk Assessment following the UnitedHealthcare national standard HRA as programmed into CareOne and the HRA database.

 
qualifications:
Qualifications:

  • Strong desire to "Help People Live Healthier Lives" by educating consumers on their plan and the benefits available to them
  • Prior call center experience is preferred.
  • Healthcare Knowledge (Medicare and Medicaid knowledge would be helpful)
  • Minimum of a high school diploma or GED.
  • Authorized to work in the United States.
  • Proven tenure with previous employer.
  • Proficiency with PC applications and the ability to multi-task when utilizing several systems.
  • Ability to understand and articulate complex Medicare programs to our consumers in ways that are clear and concise.
 
skills: Business Analysis
Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

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