Provider Customer Service Call and Chat Representative

About the role

UnitedHealthcare is hiring a Provider Advocate to act as the main point of contact for healthcare providers, resolving issues efficiently, often on the first call, through calls and chats. The position is remote within New Mexico, full-time (40 hours per week, Monday to Friday) and flexible to any 8-hour shift between 8:35 am and 5:05 pm MST; occasional overtime, weekends and holidays may be needed. Pay ranges from $18 to $32 per hour depending on experience.

Key responsibilities

• Triage and respond to calls, dual chats and emails from physicians' offices, clinics and billing offices
• Identify provider needs and resolve issues such as benefits and eligibility, billing and payments, clinical authorizations and explanations of benefits
• Research complex prior authorization and claim issues so they are resolved without repeat calls or escalations
• Collaborate with internal partners and guide providers toward self-service digital tools
• Navigate more than 30 systems across multiple business lines while handling 50 to 70 calls or chats per day

Required profile

• High school diploma / GED or equivalent work experience
• 18 years of age or older
• 1+ year of customer service experience solving customers' concerns
• Ability to work uninterrupted during shifts, with a dedicated, private workspace and high-speed wired internet (cable, DSL or fiber, minimum 25 Mb download / 5 Mb upload)
• Resides in New Mexico and follows the company's telecommuter policy

Required skills

• Experience with computer and Windows PC applications, including learning complex systems
• Typing speed of 35-40 WPM with 90% accuracy
• Multi-tasking, active listening, written communication and problem-solving skills

What we offer

• 11 weeks of paid virtual training (Monday to Friday, 8:00 am to 4:30 pm Arizona time, subject to trainer availability)
• Comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (subject to eligibility)