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Health Plans Customer Service Advocate- Call Center

Company: University of Utah Health
Location: Salt Lake City
Posted on: May 6, 2021

Job Description:

**Overview** _As a patient-focused organization, University of Utah Health exists to enhance the health and well-being of people through patient care, research and education. Success in this mission requires a culture of collaboration, excellence, leadership, and respect. University of Utah Health seeks staff that are committed to the values of compassion, collaboration, innovation, responsibility, diversity, integrity, quality and trust that are integral to our mission. EO/AA_ This position for use in Health Plans Departments only. The Customer Service position is responsible for providing world class customer service to our members and providers by demonstrating empathy, advocacy and expertise. This position answers phone inquiries in a call center environment, while optimizing accuracy of information, service and quality. The incumbent seeks to optimize the member and provider experience by offering one call resolution by being experts in benefits and eligibility. This position is not responsible for providing care to patients. Corporate Overview: University of Utah Healthcare is an integrated academic healthcare system with four hospitals including a level 1 trauma center, twelve community health centers, over 1,600 providers, and a health plan serving over 200,000 members. University Healthcare is nationally ranked and recognized for our academic research, quality standards and overall patient experience. In addition to our clinical delivery system, we have a School of Medicine, School of Dentistry, College of Nursing, College of Pharmacy, and College of Health providing education and training for over 1,250 providers annually. We have over 2 million patient visits annually and research grants exceeding $350 million. **Responsibilities** + Supports and promotes UUHP's mission, vision, values, and goals. + Contributes to positive and productive team environment. + Maintains accountability for customer service performance expectations. + Explains adjudication of claims for allocation of deductibles, co-pays, co-insurance maximums and provider reimbursements. + Provides prompt customer service to members, providers, billing departments and other insurance companies regarding claims, benefits and eligibility, provider network status, and any other related insurance inquiries. + Documents phone calls in system and follows up on issues if needed. + Resolves problems resulting from claim adjudication and customer service phone calls. + May monitor and answer customer service inquires via email. **Knowledge / Skills / Abilities** + Ability to perform the essential functions of the job as outlined above. + Demonstrated skills in customer service. + Ability to work effectively, independently, and as part of a team. + Strong organization, time management and project management skills and multi-tasking abilities. + Detail oriented with problem-solving abilities. + Demonstrated strong communication skills. + Demonstrated strong computer competency in navigating multiple programs and resources as well as typing. **Qualifications** **Qualifications** **Required** + Two years of experience in Customer Service. **Qualifications (Preferred)** **Working Conditions and Physical Demands** _Employee must be able to meet the following requirements with or without an accommodation._ + This is a sedentary position in an office setting that may exert up to 10 pounds and may lift, carry, push, pull or otherwise move objects. This position involves sitting most of the time and is not exposed to adverse environmental conditions. **Physical Requirements** Listening, Sitting, Speaking, Standing, Walking **EEO Statement** The University of Utah Health Care is an Affirmative Action/Equal Opportunity employer. Upon request, reasonable accommodations in the application process will be provided to individuals with disabilities. The University of Utah Health Care is committed to diversity in its workforce. Women and minorities are encouraged to apply. **Requisition Number** _45226_ **Reg/Temp** _Regular_ **Employment Type** _Full-Time_ **Shift** _Day_ **Work Schedule** _Varies from 8am-6pm_ **Location Name** _University of Utah Health Plans_ **Patient Care?** _No_ **City** _Murray_ **State** _UT_ **Department** _UIP CST 01H UUHP OPERATIONS_ **Category** _Insurance / Health Plans_ The University of Utah Health Care is an Affirmative Action/Equal Opportunity employer. Upon request, reasonable accommodations in the application process will be provided to individuals with disabilities. The University of Utah Health Care is committed to diversity in its workforce. Women and minorities are encouraged to apply.

Keywords: University of Utah Health, Salt Lake City , Health Plans Customer Service Advocate- Call Center, Healthcare , Salt Lake City, Utah

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