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National Retention Specialist - De Pere, WI

Company: UnitedHealth Group Inc.
Location: De Pere
Posted on: June 13, 2021

Job Description:

This role is temporarily remote. Training is conducted virtually from your home. This role is an onsite role and once training is completed, you will transition to work in the office in the future.

The National Retention (NRT) Specialist role is within the Government Programs segment of United Healthcare. This position is a non-licensed role who will be responsible for leading both outbound and inbound call efforts building connections with current and past United Healthcare members through exceptional customer service skills. The primary focus of this team is to positively influence the growth and retention of our C&S Dual Special Needs membership. During peak times of the business year, Retention plays a vital role in supporting key business partners maintain the growth of our plan membership through the various call campaigns projects and initiatives. Primary focus of NRT Specialists is to identify the unique needs of each member and provide support and information to help close potential gaps in care.

This position is full-time (40 hours/week). Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 7:00am - 7:00pm Central Time, Monday - Friday. It may be necessary, given the business need, to work occasional overtime and weekends. Our office is located at 2020 Innovation Court, De Pere, WI 54115.

We offer 4 weeks of paid training. The hours during training will be 9am to 5:30pm Monday-Friday. Training will be conducted virtually from your home.

  • All Telecommuters will be required to adhere to UnitedHealth Group's Telecommuter Policy.

Primary Responsibilities:

Inbound and Outbound Call Campaign Support & Results:

  • Maintain a basic understanding of State Medicaid benefits
  • Meet/Exceed basic call center metrics and expectations consistently (Quality, Adherence, Call Efficiency, Campaign outcomes, Attendance, etc.)
  • Accurately and efficiently collect and input pertinent information obtained into the appropriate company systems
  • Ability to navigate through multiple systems simultaneously, with a general understanding of the United HealthCare Products and Benefits.
  • Create meaningful, compassionate connections with C&S Dual Special Needs members while engaging in fact finding conversations
  • Demonstrate compassion while working with individuals who are economically disadvantaged, medically underserved or without employer funded health coverage
  • Displays compassion and understanding for the Medicaid population.

Outbound: 75%

  • Daily management and completion of multiple Community and State Dual Special Need call campaigns with initiatives that vary by campaign
  • Strong understanding of prioritizing business goals to meet expected campaign deadlines
  • With frequent change in campaigns, showcase the ability to exhibit self-direction on prioritizing the daily campaign needs with limited direction
  • Adhere to call center format of a prescheduled day, demonstrating flexibility for both inbound and outbound call efforts
  • Conduct former member surveys thoroughly and professionally while following an approved script
  • Contact newly enrolled members to welcome them to our health plans. The primary goal of this interaction is to verify key information about the member, review the plan benefits available maximizing the value of their health plan benefits. The representative should develop a positive relationship and ensure the member has the information and documentation they need to have a compassionate and empathetic experience as our member.
  • Complete a Health Assessment (HA) following the UnitedHealthcare national standard HA as programmed into ICUE database.

Inbound: 15%

  • Effective organizational skills with a personal focus to complete tasks within communicated deadlines
  • Excellent communication skills - demonstrating high level writing .and verbal skills. Effective with communicating information and active listening
  • Identifies and assesses member's needs quickly and accurately
  • Ability to multi-task; understand different Retention campaigns and how United Healthcare can become or remain relevant in key markets
  • Collaborate with our Producer Help Desk team, aiding our Field Agents in Medicaid Verification requests as business needs arise.

Offline Performance Focus: - 10%

  • Work effectively within a team setting and collaboratively with multiple business partners throughout the Medicare & Medicaid business to further the goals of the organization
  • Building skills through Team Meetings, 1x1 Coaching, Call calibrations, Peer Coaching's etc.
  • Willingness to accept feedback and apply applicable coaching

Desired Soft Skills

  • Understand & supportive of company's vision and mission linked to direct application of methods and strategies to accomplish Community and State Dual Special Needs business goals.
  • Self-driven goal-oriented individual with the desire to go above and beyond for a member while meeting/exceeding business metrics
  • Ability to demonstrate United HealthCare's Core Values with internal and external interactions.
  • Team player with the ability to be flexible in a changing environment.
  • Demonstrates appropriate communication techniques when responding to members, particularly in stressful situations

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)
  • 2+ years of customer service &/or Call Center experience analyzing and solving member problems
  • Experience with Windows PC applications which includes the ability to learn new and complex computer system applications and phone systems
  • Availability to work 40 hours per week within the operating hours of 7:00 am - 7:00 pm M-F, with an expectation to adjust schedules and work required overtime (to include Holiday's and Weekends) based on business needs.
  • Peak required Overtime periods include but are not limited to Q4 & Q1 of each year.

  • You will be asked to perform this role in an office setting or other company location, however, may be required to work from home temporarily due to space limitations
  • If you need to enter a work site for any reason, you will be required to screen for symptoms using the ProtectWell mobile app, Interactive Voice Response (i.e., entering your symptoms via phone system) or similar UnitedHealth Group-approved symptom screener. When in a UnitedHealth Group building, employees are required to wear a mask in common areas. In addition, employees must comply with any state and local masking orders

Preferred Qualifications:

  • Healthcare related experience

Telecommuting Requirements:

  • Reside within commutable distance of the office location: 2020 Innovation Court, De Pere, WI 54115
  • 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

Physical and Work Environment

  • Ability to converse with members for a full day's work, listening using a headset, sitting, use of hands / fingers across keyboard or mouse, long periods working at a computer, sedentary work
  • Service center environment has a moderate noise level due to representatives talking, computers, printers, and floor activity

UnitedHealth Group is an essential business. The health and safety of our team members is our highest priority, so we are taking a science driven approach to slowly welcome and transition some of our workforce back to the office with many safety protocols in place. We continue to monitor and assess before we confirm the return of each wave, paying specific attention to geography-specific trends. We have taken steps to ensure the safety of our 325,000 team members and their families, providing them with resources and support as they continue to serve the members, patients and customers who depend on us.

You can learn more about all we are doing to fight COVID-19 and support impacted communities at:

Careers with UnitedHealthcare. Let's talk about opportunity. Start with a Fortune 10 organization that's serving more than 85 million people already and building the industry's singular reputation for bold ideas and impeccable execution. Now, add your energy, your passion for excellence, your near - obsession with driving change for the better. Get the picture? UnitedHealthcare is serving employers and individuals, states and communities, Military families and Veterans wherever they're found across the globe. We bring them the resources of an industry leader and a commitment to improve their lives that's second to none. This is no small opportunity. It's where you can do 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: customer service representative, customer service, CSR, UnitedHealth Group, call center, UnitedHealthcare, health care, office, phone support, training class, customer service advocate, customer service rep, SME, Senior, SR, bilingual, Spanish, Retention, work at home, work from home, WAH, WFH, remote, telecommute, hiring immediately, #RPO

Keywords: UnitedHealth Group Inc., Green Bay , National Retention Specialist - De Pere, WI, Other , De Pere, Wisconsin

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