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UnitedHealth Group Customer Service Representative in Bangalore, India

Job Description

-Demonstrate understanding of internal/external factors that may drive caller questions/issues (e.g., recent plan changes, mass

mailings, call directing/rerouting, weather emergencies)

-Ask appropriate questions and listen actively to identify underlying questions/issues (e.g., root cause analysis)

-Gather appropriate data/information and perform initial investigation to determine scope and depth of question/issue

-Identify and coordinate internal resources across multiple departments to address client situations, and escalate to appropriate

resources as needed

-Proactively contact external resources as needed to address caller questions/issues (e.g., providers, labs, brokers)

-Utilize appropriate knowledge resources to drive resolution of applicable questions/issues (e.g., websites, CRM tools, Onyx, Siebel,

knowledge bases, product manuals, SharePoint)

-Identify and communicate steps/solutions to caller questions/issues, using appropriate problem-solving skills and established

guidelines, where available (e.g., workarounds, descriptions of relevant processes)

-Offer additional options to provide solutions/positive outcomes for callers (e.g., online access to relevant information, additional

plan benefits, workarounds for prescription delays)

-Make outbound calls to resolve caller questions/issues (e.g., to callers, providers, brokers, pharmacies)

-Drive resolution of caller questions/issues on the first call whenever possible (e.g., first-call resolution, one-and-done)

-Ensure proper documentation of caller questions/issues (e.g., research conducted, steps required, final resolution)

Required Qualifications:

-Minimum 1 year Customer Service experience

An education level of at least a high school diploma or GED OR 10 years of equivalent working experience

  • Demonstrated ability to quickly build rapport and respond to customers in a compassionate manner by identifying and exceeding customer expectations (responding in respectful, timely manners, consistently meeting commitments)

-Demonstrated ability to listen skillfully, collect relevant information, determine immediate requests and identify the current and future needs of the member

-Proficient problem solving approach to quickly assess current state and formulate recommendations

  • Proficient in translating healthcare-related jargon and complex processes into simple, step-by-step instructions customers can understand and act upon

-Flexibility to customize approach to meet all types of member communication styles and personalities

-Proficient conflict management skills to include ability to resolve issues in a stressful situation and demonstrating personal resilience

  • Ability to work regularly scheduled shifts within our hours of operation, where lunches and breaks are scheduled, with the flexibility to adjust daily schedule, and work over-time and/or weekends, as needed

-All new hires will be required to successful complete the UnitedHealthcare Operations Customer Service Advocate training classes and demonstrate proficiency of the material

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