Customer Support associate- Financial
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Job Summary
As Customer Service Representative youll provide our members with the information they need to make better decisions about their health helping them get access to the right care the first time. Every day youll help 50 to 70 callers in a compassionate and empathetic manner providing guidance support and escalating issues. This is your chance to be a sought out as an advisor and advocate to your customer. You could exceed expectations and improve the lives of our customers every day.
This position is full-time. Monday-Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our business hours of 7:00am 7:00pm CST.
Training will be conducted virtually from your home
*All Telecommuters will be required to adhere to Wipro Telecommuter Policy.
Primary Responsibilities:
Understands the sensitivity and importance each call scenario presents and handles difficult situations diplomatically and with a professional demeanor
Actively listens to understand the perspective of others
Proactively identifies and pursues resolution of issues affecting customer service
Receive document confirm and resolve/route member broker and customer service issues to the appropriate cross-functional team for resolution
Responds to incoming telephonic written or email inquiries from customers or providers regarding eligibility benefits claim status/issues policies & procedures reimbursement claims filing and/or appeals/grievances
May leverage service resources throughout UnitedHealth Group to effectively warm transfer calls to the appropriate area
Meets or exceeds standards for accessibility responsiveness reliability and professionalism
Meets or exceeds standard for productivity quality timeliness and accessibility
Independently manages inquiry caseload to resolve inquiries in a timely high-quality manner
Contributes to high levels of member and client satisfaction by exhibiting timely responds to questions or issues well developed communication skills and analytical approach to problem solving
This role is equally challenging and rewarding. Youll be called on to research complex issues pertaining to the callers health status and potential plan options. To do this youll need to navigate across multiple databases which require fluency in computer navigation and toggling while confidently and compassionately engaging with the caller.
Youll be rewarded and recognized for your performance in an environment that will challenge you and give you clear directions 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 equivalent work experience
Must be 18 years or older
1 years of Customer Service Experience
Ability to work full-time Monday - Friday and have the flexibility to work any of our 8-hour shift schedules during our business hours of 7:00am 7:00pm CST including the flexibility to work occasional overtime given the business need
Deliver
| No | Performance Parameter | Measure |
| 1 | Process | No. of cases resolved per day compliance to process and quality standards meeting process level SLAs Pulse score Customer feedback |
| 2 | Self- Management | Productivity efficiency absenteeism Training Hours No of technical training completed |
Mandatory Skills: ClaimsProcessing .
The expected compensation for this role ranges from $16/hr to $17/hr.
Final compensation will depend on various factors including your geographical location minimum wage obligations skills and relevant experience. Based on the position the role is also eligible for Wipros standard benefits including a full range of medical and dental benefits options disability insurance paid time off (inclusive of sick leave) other paid and unpaid leave options.
Applicants are advised that employment in some roles may be conditioned on successful completion of a post-offer drug screening subject to applicable state law.
Wipro provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race color religion age sex national origin disability status genetics protected veteran status sexual orientation gender identity or expression or any other characteristic protected by federal state or local laws. Applications from veterans and people with disabilities are explicitly welcome.
Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them we need people inspired by reinvention. Of yourself your career and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention.
Required Experience:
IC
About Company
As a global leader, Wipro blends consulting and AI expertise across design, engineering and operations to accelerate business transformation and deliver future-ready technology.
