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Job Information

UnitedHealth Group Broker Agent Service Analyst - Work From Home in Minnetonka, Minnesota

If you are located in the Minnetonka, MN, Maryland Heights, MO, Roanoke, VA or Colorado Springs, CO area, you will have the flexibility to telecommute* as you take on some tough challenges.

Great sales are the result of strong purpose, conviction and pride - pride in your ability and your product. UnitedHealth Group offers a portfolio of products that are greatly improving the life of others. Bring along your passion and do your life's best work. SM

In this position the Broker Agent Service Analyst , you will play a key role in supporting Medicare & Retirement Sales Operations by analyzing and processing new and existing agent requests for UHC . You will gain cross-functional experience by supporting both Agent Lifecycle Management and Agent Complaint Tracking during their peak seasons.   You will provide exceptional customer service to all internal staff and external customers. In this role you will become responsible for some level of intermediate processing in addition to developing expertise related to processing applications, contracts, and complaints through to completion.

This position is full-time (40 hours/week) Monday - Friday. Employees are required to work our normal business hours of 8:00am – 5:00pm. Our offices are located at: 12700 Whitewater Drive, Minnetonka, MN / 3645 Thirlane Road NW, Roanoke, VA / 13655 Riverport Drive, Maryland Heights, MO / 9945 Federal Drive, Colorado Springs, CO.

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

Primary Responsibilities:

  • Agent Complaint Tracking (ACT):

  • Analyze/audit coaching request coaching notes (notes document the agent’s required training after corrective action has been assigned following a complaint’s investigation) for quality and provide feedback for improvement.

  • Analyzes telesales agent complaints for validity; in order to assign the correct complaint allegation(s); and utilizes multiple internal resource tools to recommend a proper disposition of complaints.

  • Assigns coaching requests within a case management tool, utilizing documented hierarchies.

  • Utilizes an approved script to call members who have enrolled via UHC’s public web portal, to determine compliant application processes, and records findings within a case management tool.

  • Agent Lifecycle Management (ALM):

  • Perform analysis of submitted material for completeness and accuracy, analyzing, credentials and documentation

  • Production desk processing of licensing, appointing and contracting work, including routine projects and cleanup initiatives.

  • Acts as internal liaison and customer service resource for producers and sales leaders relative to licensing and appointment process, systems issues, and coordination efforts to achieve "ready to sell" status.

  • Develops the ability to provide direct service to assigned Vendor Telesales locations, their agents, and support teams.

  • Ensure cases adhere to all policies and procedures, in addition to federal and state laws and regulations

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 higher)

  • 3+ months of experience in a production, auditing, or analyst role

  • Proficient with Microsoft Word (creating and editing documents), Microsoft Excel (general spreadsheet navigation) and Microsoft Outlook (email and calendar)

  • Experience working with multiple system platforms

  • Ability to work in office as needed 1-2 days per week

  • Ability to work overtime as needed

  • You will be asked to perform this role in an office setting or other company location, however, may be required to work from home temporarily due to space limitations

Telecommuting Requirements:

  • Reside within a commutable distance to one of the following office locations: Roanoke, VA, Minnetonka, MN, Maryland Heights, MO or Colorado Springs, CO

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

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

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

Preferred Qualifications:

  • Associate's or Bachelor’s degree (or higher)

  • Knowledge of insurance industry, compliance, licensing or claims experience

Soft Skills:

  • Excellent written and verbal communication skills required

  • Strong communication, and interpersonal skills; able to work with team members and all levels within the organization.

  • Strong analytical/problem solving skills

UnitedHealth Group requires all new hires and employees to report their COVID-19 vaccination status.

Military & Veterans find your next mission: We know your background and experience is different and we like that. UnitedHealth Group values the skills, experience and dedication that serving in the military demands. In fact, many of the values defined in the service mirror what the UnitedHealth Group culture holds true: Integrity, Compassion, Relationships, Innovation and Performance. Whether you are looking to transition from active duty to a civilian career, or are an experienced veteran or spouse, we want to help guide your career journey. Learn more at https://uhg.hr/transitioning-military

Learn how Teresa, a Senior Quality Analyst, works with military veterans and ensures they receive the best benefits and experience possible. https://uhg.hr/vet

Careers at UnitedHealthcare Medicare & Retirement. The Boomer generation is the fastest growing market segment in healthcare. And we are the largest business in the nation dedicated to serving their unique health and well - being needs. Up for the challenge of a lifetime? Join a team of the best and the brightest to find bold new ways to proactively improve the health and quality of life of these 9 million customers. You'll find a wealth of dynamic opportunities to grow and develop as we work together to heal and strengthen our Healthcare system. Ready? It's time to do your life’s best work. SM

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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