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The AssociateEnrollment / Eligibility Representative now known as Customer First Representative (CFR) is responsible for answering incoming calls from customers, with an energetic, positive, friendly, yet in a professional manner, ensuring a high level of customer service and maximizing productivity. This position is responsible for providing expertise and customer service support to members and customers through direct phone - based service interaction answering and resolving a variety of inquiries.
Resolve customer service inquiries which include member eligibility information.
Provide the very best customer service to internal / external customers (Approximately 30 - 40 calls per day).
Constantly meet established productivity, schedule adherence, and quality standards.
Update enrollment based on customer request.
Recognize when to seek help for difficult situations from supervisor or senior enrollment representative.
Ability to work in a team environment in multiple locations
Must be able to take control of the call while projecting a warm, customer - friendly tone.
Must address the emotional needs of the caller as well as follow effective phone procedures, using words and phrases that convey to the caller that you truly want to help them.
Ability to remain professional and empathetic during challenging calls
Ability to remain focused and productive each day though tasks may be repetitive
High School Diploma / GED (or higher)
2+ years of customer service experience
2+ years of basic work experience with a computer and Windows PC applications
2+ years of experience using Microsoft Word (letter writing, and using templates)
2+ years of experience using Microsoft Excel (filtering, sorting, and creating basic spreadsheets)
2+ years of alpha / numeric data entry experience
- Outstanding written and oral communication skills to be applied to customers, members and in a team environment
- Ability to work accurately and efficiently to meet necessary deadlines with minimal supervision
- Ability to learn new and complex computer system applications
- Work in a continuously changing environment
Physical 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
- Very fast paced office setting and multi - tasking environment
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: enrollment, claims, medical claims, healthcare claims, insurance claims, insurance contracts, office, UnitedHealth Group, UnitedHealthcare, training class, customer service representative, customer service, CSR, Data Entry, phone support
Associated topics: agent, call center, client, customer service representative, intern, phone, service agent, service representative, support, telephone