Easter Seals Jobs

If you are in Dallas OR Forth Worth, TX, you will have the flexibility to work from home and the office in this hybrid role* 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 equitable. Ready to make a difference? Join us and start doing your life’s best work. SM

The Customer Service Quality / Audit Representative will audit recorded calls and provide feedback on those calls. This position is responsible for all aspects of quality assurance within customer service. This position conducts audits and provides feedback to reduce errors and improve processes and performance. This is an excellent opportunity to use your interpersonal skills in a role where you would have room for advancement while positively impacting our customer service. Make a smart career move and apply today.

Customer Service Quality / Audit Representative you will be responsible for auding calls and verifying the agents are documenting everything and going over all information needed on the call. You will also will be the back up liaison between the agents and call center. During open enrollment you may be required as a back up between business hours and over time is required during this time.

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 7:00am -11:00pm CST. It may be necessary, given the business need, to work occasional overtime.

Our office is located at 300 Burnett ST, Fort Worth TX 76102. Employees will be required to work some d ays onsite and some days from home.

We offer weeks of on-the-job training. The hours of the training will be aligned with your schedule.

*All Telecommuters will be required to adhere to UnitedHealth Group’s Telecommuter Policy.

Primary Responsibilities:

• Lead quality assurance by conducting audits of calls of Customer Service Representatives

• Provide coaching/feedback to advocate in call evaluations

• Analyze information and utilize to build recommendations to reduce errors and improve process performance

• Participate in calibration sessions ensuring calls are scored consistently throughout the teams

• Interact with the leadership group to aid in overall staff development

• Assist in queue when required

• Assist Learning and Delivery with training initiatives

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 equivalent work experience

• Must be 18 years OR older

• 2+ years of customer service experience in a call center environment

• 1+ years of experience working within quality assurance (ie. reviewing others’ work or phone calls to ensure the proper steps have been followed and proper communication and documentation/recording of data post customer call)

• Intermediate experience with Microsoft Excel (create, edit, sort, filter spreadsheets and pivot tables)

• Basic experience with Microsoft Word (create, edit, save documents)

• Must be located within 50 miles of Fort Worth, TX office located at 300 Burnett St, Fort Worth TX 76102

• Ability to work full-time, Monday - Friday between 7:00am - 11:00pm CST including the flexibility to work occasional overtime given the business need

Preferred Qualifications :

• Knowledge of HIPAA and pharmacy claims processing

• Auditing experience or certification

Telecommuting Requirements:

• Reside within commutable distance ofDallas, TX / Forth Worth Area

• Ability to keep all company sensitive documents secure (if applicable)

• Required to have a dedicated work area established that is separated from other living areas and provides information privacy.

• Must live in a location that can receive a UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet service.

At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone–of every race, gender, sexuality, age, location, and income–deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups, and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes — an enterprise priority reflected in our mission.

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.

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