UnitedHealth Group Hiring for Customer Service Representative – National Remote at Dallas, TX Full Time

You’ll enjoy the flexibility to telecommute* from anywhere within the U.S. 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

The Customer Service Representative is responsible for performing a variety of duties to bill and collect COBRA premium for multiple lines of coverage. Works directly with customer and coverage vendors to set up benefit plans directly into our system. Responsible for timely entry of participants into the COBRA processing application as well as entry into the eligibility system. After balancing cash, creates and delivers monthly s to customers. Works with customer and participants to address any issues that arise. Must keep up to date with the ever-changing COBRA regulations to ensure compliance.

This position is full-time (40 hours/week) Monday – Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 8:30am – 5:00pm and late shift rotation requirement of 10:30 am to 7:00 pm during the business week as assigned. It may be necessary, given the business need, to work occasional overtime.

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

Primary Responsibilities:

The following duties cover what are generally believed to be principal and essential functions of the job. Specific circumstances may allow or require some people assigned to the job to perform a somewhat different combination of duties.

• Analyzes COBRA Action Forms and election notices received, to verify that the form was received and processed within the legal time guidelines, ensures that the event is a COBRA qualifying event, and coverage information is correct.
• Review and post COBRA payments received to determine whether payments were mailed within federal time guidelines, whether payments are the correct amount, if someone failed to pay, if it’s an NSF, if grace periods apply, and if under legal guidelines there is a significant payment variance. Prints and mails late and termination letters at the time specified by the customer.
• Sends letter, new coupons, and processes Social Security Disability extensions in the COBRA processing system as well as notifies outside carriers, if applicable.
• Process new hire letters within current federal time guidelines, for those customers who elect this service.
• Interfaces COBRA payment updates with other carriers to ensure timely reinstatement (continuation of coverage) and cancellation of coverage.
• Assist with preparing document for OnBase storage.
• Maintains knowledge of special letter requirements to ensure timely mailing, i.e., special California continuation letters, special benefit option letters, etc.
• Communicates with customers to obtain rate changes for COBRA accounts. Enters rates into system, reviews to ensure accuracy and delivers rate change letters and coupons.
• Prepares requests for customers who are not billed on a PEPM basis and send to group billing.
• Updates and maintains COBRA Customer Information Database (CCID) on a timely basis to reflect customer and outside carrier information, and special procedures.
• Answers, responds, and tracks all phone calls, emails, faxes and other communications from customers, brokers, outside carriers, and other departments on a timely basis.
• Prepares monthly activity s for customers, in a timely manner. Responsible to identify any customization necessary in benefit plans or ing.
• Reconciles monthly s to cash collected and makes necessary adjustments to balance s.
• Represents the organization by participating in visits with existing customers and ensuring an understanding of our COBRA process and procedures.
• Identifies customer needs by providing information over the phone, in writing, or in person. Maintains customer relationships and provides resolution when necessary.
• Backup their team members on their assigned tasks including emails.
• Complete eligibility audits.
• Has specific COBRA groups assigned to workload.
• Assists in taking phone calls through the VCC.
• Acts as a resource by providing departments within the company with a thorough understanding of the COBRA process.
• Maintains working knowledge of the following systems and software: COBRA processing system, CPS, Microsoft Excel, Microsoft Word, and Microsoft applications such as Outlook and Teams
• All other tasks and projects as assigned

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 (or higher) OR equivalent work experience
• Minimum of 1+ years of combined education, work and/or volunteer experience
• Ability to work any of our 8-hour shift schedules during our normal business hours of 8:30am – 5:00pm and late shift rotation requirement of 10:30 am to 7:00 pm during the business week as assigned

Preferred Qualifications:

• Customer Service experience
• Sales or account management experience
• Health Care/Insurance environment (familiarity with medical terminology, health plan documents, or benefit plan design)
• Social work, behavioral health, disease prevention, health promotion and behavior change (working with vulnerable populations)

Telecommuting Requirements:

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

Careers with UnitedHealthcare. Work with a Fortune 5 organization that’s serving millions of people as we transform health care with bold ideas. Bring your energy for driving change for the better. Help us improve health access and outcomes for everyone, as we work to advance health equity, connecting people with the care they need to feel their best. As an industry leader, our commitment to improving lives is second to none.

California, Colorado, Connecticut, Nevada, New Jersey, New York, Washington or Rhode Island Residents Only: The salary range for California / Colorado / Connecticut / Nevada / New Jersey / New York / Washington / Rhode Island residents is $16.00 – $27.31.Pay is based on several factors including but not limited to education, work experience, certifications, etc. 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

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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