Customer Service Rep

  • Location
    Phoenix , Arizona
  • Category
    Call Center & Customer Service - Customer Service
  • Job type

Adecco is currently assisting a local client in their search to fill a Customer Service Representative - Senior position in Phoenix, AZ! This is a long term opportunity for the right person. If you would like to pursue a great opportunity and enjoy working for a fast paced company, then Apply Now if you meet the qualifications listed below!

Specific Duties:
Primary Responsibilities
• Respond to and resolve on the first call, customer service inquires and issues by identifying the topic and type of assistance the caller needs such as benefits, eligibility and claims, financial spending accounts and correspondence.
• Help guide and educate customers about the fundamentals and benefits of consumer-driven health care topics to include managing their health and well-being by selecting the best benefit plan options, maximizing the value of their health plan benefits and choosing a quality care provider
• Intervene with care providers (doctor's offices) on behalf of the customer to assist with appointment scheduling or connections with internal specialists for assistance when needed
• Assist customers in navigating and other UnitedHealth Group websites and encourage and reassure them to become self-sufficient
• Own problem through to resolution on behalf of the customer in real time or through comprehensive and timely follow-up with the member
• Research complex issues across multiple databases and work with support resources to resolve customer issues and/or partner with others to resolve escalated issues
• Provide education and status on previously submitted pre-authorizations or pre-determination requests
• Meet the performance goals established for the position in the areas of: efficiency, call quality, customer satisfaction, first call resolution and attendance

Must have qualifications/experience:

• Minimum 1 year Customer Service experience
• An education level of at least a high school diploma or GED OR 10 years of equivalent working experience
• Demonstrated ability to quickly build rapport and respond to customers in a compassionate manner by identifying and exceeding customer expectations (responding in respectful, timely manners, consistently meeting commitments)
• Demonstrated ability to listen skillfully, collect relevant information, determine immediate requests and identify the current and future needs of the member
• Proficient problem solving approach to quickly assess current state and formulate recommendations
• Proficient in translating healthcare-related jargon and complex processes into simple, step-by-step instructions customers can understand and act upon
• Flexibility to customize approach to meet all types of member communication styles and personalities
• Proficient conflict management skills to include ability to resolve issues in a stressful situation and demonstrating personal resilience
• Ability to work regularly scheduled shifts within our hours of operation, where lunches and breaks are scheduled, with the flexibility to adjust daily schedule, and work over-time and/or weekends, as needed
• All new hires will be required to successful complete the UnitedHealthcare Operations Customer Service Advocate training classes and demonstrate proficiency of the material
Preferred Qualifications:
• Health care experience preferred
• Associate degree or higher preferred

Shift Start/End Time:
Core hours - 4am to 10pm; Monday - Sunday; Advocate will be assigned a shift during the duration of the assignment.

Training length: 5 weeks
Training time: 8a to 5p, 1 hour lunch, 8 hours of training
Hours after training: TBD, we will provide schedules to the temp agency to deliver with their assignment award to the candidates. When will these schedules be needed? Will be Mon – Sun; 2 days off in a row, off at least Sat or Sun and between the hours of 4a local to 10p local.
Facility hours: Phoenix is 24/7
Does the candidate need to be available for a 8 hour shift between the facility hours ? Yes, but they will be given a permanent shift the hours will not vary week by week.
OT required? Yes, we are typically on mandatory overtime on avg 8-12 hours a week in January through mid-February at the latest.
Holidays required Yes, we are 24/7 – we run limited staffing on holiday but there may be a need for these individuals to work holidays – we know MLK day is a mandatory working day.

Adecco provides one of the most comprehensive benefits packages in the industry to contract employees.

Candidates interested in this Opportunity should apply IMMEDIATELY. DO NOT DELAY. Please click on the “Apply Now” button to fill out your application. If you have any questions, you can contact Kristin Kaiser at

***Applicants must be currently authorized to work in the United States on a full-time basis***

This position is being recruited for by Adecco’s Service Delivery Center, not your local Adecco Branch Office. To be considered for this position, you must use the “apply now” button to submit your resume. If you have questions about the position, you may contact the recruiter recruiting for this position listed above, however your resume must be received via the “apply now” button included within to be considered.

The Adecco Group is a global leader in HR services. Our group connects over 700,000 associates with our business clients each day through our 6,600 offices in over 70 countries and territories around the world. We offer employment opportunities at any stage in your professional career. Contact us today to discuss available contract and direct hire positions. Adecco Group offers benefits including Holiday, 401(k), Insurance Benefit Plans and Service/Anniversary Bonus opportunities.

Equal Opportunity Employer Minorities/Women/Veterans/Disabled

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Reference number US_EN_2_286200_397667