As a patient-focused organization, University of Utah Health exists to enhance the health and well-being of people through patient care, research and education. Success in this mission requires a culture of collaboration, excellence, leadership, and respect. University of Utah Health seeks staff that are committed to the values of compassion, collaboration, innovation, responsibility, diversity, integrity, quality and trust that are integral to our mission. EO/AA
This position for use in Health Plans Departments only.
The Customer Service position is responsible for providing world class customer service to our members and providers by demonstrating empathy, advocacy and expertise. This position answers phone inquiries in a call center environment, while optimizing accuracy of information, service and quality. Seeks to optimize the member and provider experience by offering one call resolution by being experts in benefits and eligibility.
This position is not responsible for providing care to patients.
Supports and promotes UUHP's mission, vision, values, and goals.
Contributes to positive and productive team environment.
Accountable for customer service performance expectations.
Explains adjudication of claims for allocation of deductibles, co-pays, co-insurance maximums and provider reimbursements.
Provides prompt customer service to members, providers, billing departments and other insurance companies regarding claims, benefits and eligibility, provider network status, and any other related insurance inquiries.
Documents phone calls in system and follows up on issues if needed.
Resolves problems resulting from claim adjudication and customer service phone calls.
May monitor and answer customer service inquires via email.
Knowledge / Skills / Abilities
Ability to perform the essential functions of the job as outlined above.
Customer service experience.
Ability to work effectively, independently, and as part of a team.
Strong organization, time management and project management skills and multi-tasking abilities.
Detail oriented with problem-solving abilities.
Demonstrates strong communication skills.
Demonstrates strong computer competency in navigating multiple programs and resources as well as typing.
Qualifications (Preferred)Working Conditions and Physical Demands
Employee must be able to meet the following requirements with or without an accommodation.
Physical RequirementsListening, Sitting, Speaking, Standing
University Of Utah Medical Group