Provider Customer Service Call and Chat Representative

*This position is Remote in Tennessee. You will have the flexibility to work remotely\* 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 optimized. Ready to make a difference? Join us to start **Caring. Connecting. Growing together.** As a Provider Advocate, you'll play a crucial role in the healthcare industry by serving as the primary point of contact for healthcare providers. Your responsibilities include resolving issues efficiently, often on the first call, and providing support through various channels like calls and chats. You'll need to navigate multiple systems, collaborate with internal partners, and promote self\-service digital tools to enhance provider satisfaction. Success in this role is measured by metrics such as first call resolution rate, provider satisfaction scores, and efficient issue resolution time. This dynamic position requires excellent multitasking, effective communication, and a deep understanding of healthcare processes. 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 9:35am \- 6:05pm EST / 8:35am \- 5:05 PM CST. It may be necessary, given the business need, to work occasional overtime, weekends, and / OR some holidays. We offer 11 weeks of paid training. The hours during training will be 8:00am \- 4:30pm EST from Monday \- Friday (subject to change based on trainer availability). **Training will be conducted virtually from your home. 100% attendance is a must during training period.** *Watch this* *video* *to understand the expectations of being a remote worker with UnitedHealthcare.* **Primary Responsibilities:** * Serves as the advocate for providers by demonstrating accountability and ownership to resolve issues * Service Providers in a multi\-channel environment including call, dual chats, and email as required. * Quickly and appropriately triage, contacts from healthcare professionals (i.e. physician offices, clinics, billing offices) * Seek to understand and identify the needs of the provider, answering questions and resolving issues (e.g. benefits and eligibility, billing and payments, clinical authorizations, explanation of benefits, behavioral health) * Research and dissect complex prior authorization and claim issues and take appropriate steps to resolve identified issues to avoid repeat calls/messages, escalations, and provider dissatisfaction * Collaborate effectively with multiple internal partners to ensure issues are resolved and thoroughly communicated to providers in a timely manner * Strong multitasking to effectively and efficiently navigate more than 30 systems t