Senior Customer Service Quality / Audit Representative – National Remote

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 to start Caring. Connecting. Growing together.
Turn on the news on any night of the week and you’re likely to hear about the changes that are sweeping through our health care system. It’s dramatic. It’s positive. And it’s being led by companies like UnitedHealth Group. Now, you can take advantage of some of the best resources and tools in the world to help serve our members by ensuring the quality of our consumers.
Join us and start doing your life’s best work while developing your expertise as a quality professional. This position is responsible for all aspects of quality assurance within Consumer Services. Responsibilities include conducting audits, effective collaboration, communication, problem solving, and innovation to enhance our consumers experience, as well as suggesting ways to improve processes and overall service delivery performance. Put your consumer service expertise to use as you transition your career to impacting operational quality across UHC.
This position is full-time (40 hours/week), Monday to Friday. Employees are required to work flexible hours including the flexibility to work occasional overtime based on business need.
You’ll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges.
Primary Responsibilities:

Provide expertise and support by conducting audits across several service channels, including call, chat and email

Provide comprehensive and actionable written feedback within audits

Report insights to team members on audit results

Responsible for all aspects of quality assurance

Building and maintaining relationships with operational partners

Works as key member of a team to analyze information and utilize to provide recommendations to reduce errors and improve operational processes and performance

Serve as subject matter resource while working in a virtual team environment

Participate in calibration sessions ensuring interactions are scored consistently

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.
To be considered for this position, applicants need to meet the qualifications listed in this posting.
Required Qualifications:

High School Diploma / GED OR equivalent work experience

Must be 18 years of age OR older

2+ years of experience in solving consumer problems

1+ years of experience in UHC Employer & Individual

Experience navigating UHC ISET/ACET application

Experience navigating Knowledge Central application

Intermediate experience with Microsoft Word (create and edit documents) and Microsoft Excel (reading and sorting data)

Ability to work flexible hours including the flexibility to work occasional overtime based on business need

Preferred Qualifications:

Experience in customer service call auditing; preferably in health care

Claims processing experience

Eligibility processing experience

Spanish language UHC Certified

Telecommuting Requirements:

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:

Proficient written communication skills

*All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter Policy
California, Colorado, Connecticut, Hawaii, Nevada, New Jersey, New York, Washington, Rhode Island, OR Washington, D.C. Residents Only: The hourly range for this is $19.47 – $38.08 per hour. Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. UnitedHealth Group complies with all minimum wage laws as applicable. In addition to your salary, UnitedHealth Group offers benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with UnitedHealth Group, you’ll find a far-reaching choice of benefits and incentives.
Application Deadline: This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants.
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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UnitedHealth Group