If you are within commutable distance of Albuquerque, NM, you will have the flexibility to work from home and the office in this hybrid role as you take on some tough challenges.

　　At UnitedHealthcare, we're simplifying the health care experience, creating healthier communities, and removing barriers to quality care. The work you do here impacts the lives of millions of people for the better. Come build the health care system of tomorrow, making it more responsive, affordable and equitable. Ready to make a difference? Join us and start doing your life's best work.SM

　　This position is full-time, Monday - Friday. Employees are required to work our normal business hours of 9:00am - 5:00pm MST. It may be necessary, given the business need, to work occasional overtime or weekends.

　　Our office is located at 1515 Eubank Boulevard SE Albuquerque, NM. Employees will be required to work 2-3 days onsite and 2-3 days from home.

　　All Telecommuters will be required to adhere to UnitedHealth Group's Telecommuter Policy.

　　Primary Responsibilities:

　　Investigate and manage escalated claim/call/appeals issues through root cause analysis and communicate outcome (in person, telephonically or via written communication). Serve as liaison to facilitate call and claim issue resolution and respond to inquiries. Simplify and personalize interactions with consumers and clients to align with evolving service/quality expectations and single point of contact demands. (Deliver simply great service) Track, trend and proactively review accounts for service opportunities. Drive process improvement based on trend analysis. Identify and report system problems in relation with benefit installation and interpretation. Complete ad hoc report requests and analysis. Document and track all issues and activities accurately to includes quantify of people assisted, whether it was in person vs. virtual, the issue and the resolution. Complete and deliver Performance Guarantee reporting related to calls and claims. Drive excellence in service within organization and across organization by providing feedback to Operations on service failures. Attend Account Management and/or client meetings representing call and claims. Lead service remediation efforts and a final report back on these efforts. Develop and deliver customer specific (benefit, claim, and cultural) training to internal call and claim teams. Lead process improvement special projects and work teams for dedicated client and potential global impact. Support Open Enrollment (i.e. updating open enrollment database, training call teams, benefit fairs, vendor summits etc.) Assist with navigating the healthcare system by providing resources for scheduling appt. and assisting with issues related to prolong periods for scheduling appts. Assist participants with completing health care issues by facilitating interactions with customer service resources and potentially case management.

　　You'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

　　Required Qualifications:

　　High School Diploma / GED 2+ years of experience building and maintaining an effective customer service / relationship with assigned client 2+ years of experience with health insurance benefits and health insurance claims Ability to work full-time, Monday - Friday between 9:00am - 5:00pm MST including the flexibility to work occasional overtime given the business need Must be 18 years of age OR older

　　Preferred Qualifications:

　　2+ years of experience managing and / OR leading projects 2+ years of experience as a Lead and / OR Mentor 1+ years of public speaking experience Knowledge of operational processes (UNET, CAMs, ISET, A4Me, UES, and Behavioral Analytics etc.)

　　Telecommuting Requirements:

　　Reside within commutable distance of Albuquerque, NM Ability to keep all company sensitive documents secure (if applicable) Required to have a dedicated work area established that is separated from other living areas and provides information privacy Must live in a location that can receive a UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet service

　　Soft Skills:

　　Attention to detail Experience handling multiple tasks in a fast-paced environment Interpersonal and organizational skills Appropriate sense of urgency and ownership for resolving issues Demonstrated track record in building relationships internally and externally Verbal and written communication skills Customer focused - ability to gain credibility in a relatively brief period of time Ability to work independently with minimal supervision Ability to adapt to rapid change Ability to re-prioritize and manage tasks to support business needs Strong analytical / problem solving skills Professional and polished demeanor

　　At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone-of every race, gender, sexuality, age, location, and income-deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups, and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes - an enterprise priority reflected in our mission.

　　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.

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