Senior Customer Service Representative - Tampa, FL

Unitedhealth Group Inc. Tampa , FL 33602

Posted 2 months ago

Welcome to one of the toughest and most fulfilling ways to help people, including yourself. We offer the latest tools, most intensive training program in the industry and nearly limitless opportunities for advancement. Join us and start doing your life's best work.SM

UnitedHealth Group is working to create the health care system of tomorrow. Already Fortune 5, 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.

The Senior Customer Service Representative is 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.

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 required
  • 4 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

Preferred Qualifications:

  • Some College Preferred

  • Experience with UNET

  • Experience with ISET

  • 2 years of customer service experience in a call center environment

Requirements and Work 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

Careers at UnitedHealthcare Employer & Individual. We all want to make a difference with the work we do. Sometimes we're presented with an opportunity to make a difference on a scale we couldn't imagine. Here, you get that opportunity every day. As a member of one of our elite teams, you'll provide the ideas and solutions that help nearly 25 million customers live healthier lives. You'll help write the next chapter in the history of health care. And you'll find a wealth of open doors and career paths that will take you as far as you want to go. Go further. This is your life's best work.SM

Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity/Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.

Keywords: customer service

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Senior Customer Service Representative - Tampa, FL

Unitedhealth Group Inc.