Provider Customer Service Call and Chat Representative

Provider Customer Service Call and Chat Representative
Join to apply for the Provider Customer Service Call and Chat Representative role at UnitedHealthcare .

This position is National Remote. 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. Ready to make a difference? Join us to start Caring. Connecting. Growing together.

Position overview

As a Provider Advocate , you’ll serve as the primary point of contact for healthcare providers. You’ll resolve issues efficiently, often on the first call, and provide support through calls and chats. You’ll navigate multiple systems, collaborate with internal partners, and promote self-service digital tools to enhance provider satisfaction. Success is measured by metrics such as first call resolution, provider satisfaction scores, and timely issue resolution. This role requires excellent multitasking, strong communication, and a solid understanding of healthcare processes.

Employment details

Job type: Full-time, 40 hours/week

Schedule: 8-hour shifts during standard business hours CST (10:35am – 7:05pm CST); overtime, weekends, and holidays may be required

Training: 11 weeks of paid training; hours 8:00am – 4:30pm CST, Monday – Friday (virtual from home; 100% attendance required)

Review this video to learn more about telecommuting with UHG.

Primary Responsibilities

Serve as the advocate for providers by demonstrating accountability and ownership to resolve issues

Service providers in a multi-channel environment including calls, dual chats, and email

Contact healthcare professionals (e.g., physician offices, clinics, billing offices) quickly and appropriately

Understand and identify provider needs, answer questions, and resolve issues (benefits and eligibility, billing and payments, clinical authorizations, explanation of benefits, behavioral health)

Research and address complex prior authorization and claim issues to avoid repeat calls/messages and provider dissatisfaction

Collaborate with internal partners to resolve issues and communicate outcomes in a timely manner

Navigate more than 30 systems to extract information and resolve issues across multiple lines of business and provider types

Encourage use of self-service digital tools to aid faster resolution

Required Qualifications

High School Diploma / GED or equivalent work experience

Must be 18 years of age or older

1+ years of customer service experience solving customer concerns

Experience with computer and Windows PC applications, with ability to learn new systems

Ability to handle provider calls or concurrent chats (50–70 per day) with full attention to duties

Ability to work full-time (40 hours/week) Monday – Friday; flexible to work 8-hour shifts during business hours CST; overtime may be necessary

Preferred Qualifications

Experience in a related environment (office, call center, customer service) using phones and computers

Healthcare experience and knowledge of healthcare terminology

Current employment within UHC Operations & Experience (Sparq steps provided in the listing)

Telecommuting Requirements

Maintain security of company documents

Have a dedicated, private work area for information privacy

Must reside in a location with access to UnitedHealth Group approved high-speed internet

Soft Skills

Multitasking and handling multiple conversations simultaneously

Timely resolution of calls and messages with minimal escalations

Strong time management, emotional intelligence, and empathy

Excellent active listening and written communication

Problem-solving, organization, and interpersonal skills

Typing speed 35–40 WPM with 90% accuracy

Adherence to UnitedHealth Group’s Telecommuter Policy

Compensation and Benefits

Pay is based on factors including location, education, work experience, and certifications. The hourly pay range for this role is $17.74 – $31.63 per hour for full-time employment. Benefits include a comprehensive package, incentive programs, equity stock purchase, and 401k, subject to eligibility.

Application Deadline

This posting will remain active for a minimum of 2 business days or until a sufficient candidate pool is reached. The posting may close earlier due to volume of applicants.

Equal Employment Opportunity

At UnitedHealth Group, we are committed to equal opportunity in employment. We consider all qualified applicants without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by law. We are a drug-free workplace and may require a pre-employment drug test.

Location and Seniority

Location: National Remote (United States)

Seniority level: Entry level

Employment type: Full-time

Job function: Sales and Business Development

Industries: Hospitals and Health Care

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