Correspondence Representative Senior,

This position is onsite at our office located at 115 W Wausau Ave, Wausau, WI. UMR, UnitedHealthcare's third-party administrator (TPA) solution, is the nation's largest TPA. When you work with UMR, what you do matters—it's that simple and rewarding. We provide consumer-oriented health benefit plans to millions, aiming to create higher quality care, lower costs, and greater access to healthcare. Join us to empower your career development and make a profound impact through innovation in a vital and complex system.

Benefits

• 18 days of Paid Time Off (accrued from the first pay period) plus 8 Paid Holidays
• Medical plan options, including participation in a Health Spending Account or Health Savings Account
• Dental, Vision, Life & AD&D Insurance, along with Short-term and Long-Term Disability coverage
• 401(k) Savings Plan and Employee Stock Purchase Plan
• Education Reimbursement—up to $5,250 per calendar year for job-related coursework
• Adoption Assistance Plan
• Employee Discounts and Employee Assistance Program
• Employee Referral Bonus Program
• Voluntary Benefits (pet insurance, legal insurance, long-term care insurance, etc.)
• On-site Fitness Facility

Schedule

• Full-time (40 hours/week), Monday–Friday
• Flexibility to work any 8-hour shift during normal business hours (7:00 AM–5:00 PM CST)
• Occasional overtime may be required based on business needs

Responsibilities

• Provide exceptional customer service by responding to and resolving customer inquiries and issues, identifying the type of assistance needed (benefits, eligibility, claims, financial spending accounts, correspondence).
• Update member information within CPS systems, including claims processing systems and OnBase.
• Research complex issues related to Medical, Dental, Flexible Spending Accounts, Pharmacy, and other benefit areas across multiple databases; collaborate with support resources to resolve customer issues or escalated concerns.
• Own customer and provider issues through resolution on behalf of the member or provider.
• Apply creative solutions and effective problem-solving techniques to address member and provider needs.
• Determine when to escalate situations to appropriate departments or leadership for additional support.
• Search multiple systems to obtain member information, including explanations of benefits, call tracking details, appeals, invoicing, and check/payment tracking.
• Process medical record payments.
• Manually enter various types of claims, including medical, dental, and orthodontic claims.
• Create correspondence for mailing.
• Run reports across various systems.
• Cross-train and support all operational processes as needed.

Requirements

• High School Diploma / GED
• Must be 18 years of age or older
• 1+ years of experience working in an office or professional setting
• Capacity to navigate a PC to open multiple applications, send emails, conduct data entry, and learn new and complex computer system applications, including using dual monitors
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook)
• Must be able to work onsite at 115 W Wausau Ave, Wausau, WI
• Ability to work any 8-hour shift during business hours (7:00 AM–5:00 PM CST) and occasional overtime as needed

Preferred Qualifications

• Experience translating healthcare-related terms or processes into simple, step-by-step instructions for members
• Experience remaining focused and productive while completing repetitive tasks
• Experience managing multiple priorities and understanding a wide range of products and their associated benefit levels
• Familiarity with medical terminology, health plan documents, or benefit plan design
• Active listening skills, ability to quickly build rapport, and respond to customers with compassion
• Proficient conflict management skills, including resolving issues in stressful situations and demonstrating personal resilience
• Proficient problem-solving approach to assess current state and formulate recommendations

Pay

The hourly pay for this role ranges from $18–$32 per hour based on full-time employment. Pay is determined by several factors, including local labor markets, education, work experience, and certifications. In addition to salary, we offer a comprehensive benefits package, incentive and recognition programs, equity stock purchase, and 401k contribution (all benefits are subject to eligibility requirements).