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Member Service Associate Account Manager - Telecommute Anywhere in the (Staunton) - (Staunton) in Harrisonburg, Virginia For Sale

Type: Other Jobs, For Sale - Private.

Job Description: Are you a fixer, a problem solver or do you go out of your way to help others?Have you thought about using these skills as a career? By joining our National Experience Center, you'll not only have the opportunity to help many of our members but you'll find unrivaled support and training as well as a wealth of growth and development opportunities with UnitedHealth Group. There's no better place to help people live healthier lives while doingyour life's best work.SMEven with the best customer service practices and people, there will be issues or problems that customers have that need that extra care and feeding. Maybe they received some incorrect information along the way, perhaps there was a misunderstanding or they may not have gotten a full explanation and don't understand or agree with the outcome. In any of these situations, the customer may be upset and wants a resolution to their concerns. This is where the Service Account Management Team at the National Experience Center comes in. As a member of this team, it would be your role to handle these escalated calls and resolve the problem to the customer satisfaction. This means researching the issues thoroughly, providing an extraordinary level of communication, and making a determination of how to resolve the issues. In this role, you will be given latitude to resolve issues or provide reparation to the member within financial limits.As aMember Service Associate Account Manager, you will be responsible for delivering immediate response and resolution to top-tier escalated issues for high risk internal and external customers. You will provide support and resolution regarding medical and pharmacy benefits, eligibility and claims issues and to assist with plan selection and enrollment. In addition, it you will be expected to identify opportunities to connect members to the best resources to meet their healthcare needs and provide support in order to their resolve medical and benefits issues. The overall goal of this position is to be a role model or expert for the company in solving escalated customer issues which contributes to building lasting relationships with members to retain them with UnitedHealth Group across their health care lifecycle.This position is full-time (40 hours/week), seven days a week. Employees are required to have flexibility to work any of our 8 hour shift schedules during our normal business hours of 7am-7pm). It may be necessary, given the business need, to work occasional overtime or weekends.Responsibilities:Assumes full responsibility for resolving each and every escalated customer service inquire and/or issue received by identifying the topic and type of assistance the caller needs such as benefits, eligibility and claims, financial spending accounts and correspondenceAsk appropriate questions geared to the callers demographic and listens actively to identify specific questions or issues while documenting all required information and communication timely and accurately in databasesFunctions as the escalation point for members requesting to speak to a supervisor, agents are empowered to resolve issues with the same urgency and outcomes as a supervisorResearches complex issues across multiple databases and work with support resources to resolve customer issues and/or partner with others to resolve escalated issuesAdhering to established guidelines, makesservice and monetary decisions when needed to resolve escalated issues, issues related to billing, claims, benefits as well as atonement items like flowers, token gifts, etc. to create a memorable experienceDevelops key contacts, to include executives and senior leaders, among all lines of businesses to partner on identifying, communicating and resolving customer issuesProvides feedback to other customer service representative to enhance overall member experience, identifies gaps in processes and work closely with other departments for process improvementMeets the performance goals established for the position in the areas of: efficiency, call quality, customer satisfaction, first call resolution and attendanceAn education level of at least a high school diploma or GED OR 10 years of equivalent working experienceDemonstrated ability to quickly build rapport and respond to customers in a compassionate manner, de-escalate an issue to regain the customers' trust 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 memberProficient problem solving approach to quickly assess current state and formulate recommendationsProficient in translating healthcare-related jargon and complex processes into simple, step-by-step instructions customers can understand and act uponFlexibility to customize approach to meet all types of member communication styles and personalitiesPro
Source: http://www.juju.com/jad/xxxxxxxxw3dx9v?partnerid=af0exxxx314cbc501beebacaxxxx739d&exported=True&channel=staticfile&hosted_timestamp=xxxxa345f27ac5dcdxxxx8cdd0dxxxxxxxx3ba3f2f34bxxxx15de810d5axxxx9

State: Virginia  City: Harrisonburg  Category: Other Jobs
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