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UnitedHealth Group Associate Enrollment and Eligibility Representative - Wausau, WI in Wausau, Wisconsin

Welcome to one of the toughest and most fulfilling ways to help people, including yourself. We offer the latest tools, most intensive training program in the industry and nearly limitless opportunities for advancement. Join us and start doing your life's best work. SM

It's that time, isn't it? You're ready for the next step forward and an opportunity to build on your skills. And it just so happens that there's never been a better time to become a part of the team at UnitedHealth Group . Today, more and more people are turning to our global health care services organization because we're leading the way in innovative ideas and quality. Here's where you come in. As part of our fast-paced operations team, you'll help ensure that we bring on new members comprehensively and accurately. You bring your energy, we'll provide the training, resources and opportunities you'd expect from a Fortune 10 leader.

The Associate Enrollment and Eligibility Representative is responsible for preparing, processing and maintaining member or group enrollments. Position will answer incoming phone calls from customers (members, providers, groups), provide expertise and support to customers, and practice superior customer service skills in all lines of communication. Positions may load member or group data into the enrollment database & update the database with changes. Position also responds to member eligibility or group questions and verifies enrollment status. Position will be main point of contact for group customers in regards to enrollment related items. Position will answer incoming phone calls from customers (members, providers, groups), provide expertise and support to customers, and practice superior customer service skills in all lines of communication. Position may work with various types of member correspondence. Position is also responsible for reconciling eligibility discrepancies identified by error reports, analyzing transactional data, and submitting retroactive eligibility changes.

The hours during training will be 7:00am to 5:00pm CST, Monday - Friday and it will be onsite , We offer 4 weeks of paid training.

Primary Responsibilities:

  • Serve as primary contact as it relates to all enrollment tasks for assigned book of business, which include multiple group customers; maintain satisfied customers by providing superior service and practice attention to detail in various responsibilities

  • Answer member, provider, and group customer phone calls; adhering to department expectations for answering calls and providing friendly customer service

  • Follow established procedures to maintain enrollment data in applicable systems and databases based on customer request, electronic file, or internal reports; seek guidance from superiors (mentor, team-lead, supervisor) for non-standard enrollment inquiries

  • After new employee ramp-up period: employee is expected to meet or exceed departmental established productivity, quality, and turn-around standards; follows department guidelines to track own work completed

  • Once fully trained, take ownership of assigned workload following established procedures; frequently or periodically may require guidance from superiors to complete responsibilities

  • Follows departmental guidelines to manage and prioritize own workload on a daily basis for assigned group customers in order to meet customer demands; may require assistance from superiors in managing or prioritizing this workload

  • Read, interpret, and communicate eligibility requirements following plan guidelines

  • Practice advanced follow-up skills with internal and external parties to ensure group customer expectations are attended to and that member data is accurately reflected in enrollment system at all times

  • Review moderately complex error reports, analyze member enrollment data, and correct enrollment system(s) based on findings

  • Resolve customer inquiries as they relate to enrollment and eligibility through all lines of communication, including e-mails and phone calls; provide customer service in a friendly and professional manner to internal/external parties; document call details in applicable system

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)

  • 1+ years of experience helping customers resolve matters

  • Must adhere to set work schedule, any 8 hour shift Monday – Friday between the hours of 7am – 5pm CST; may be required to work outside of these standard business hours, including overtime to meet business needs

  • Experience with computer and Windows PC applications

  • Experience with Microsoft Word (ability to sort, filter, and create simple documents), Microsoft Excel (ability to sort, filter, and create simple spreadsheets), and Microsoft Outlook (ability to create, respond to, store, and retrieve emails, and use calendar to schedule meetings)

Preferred Qualifications:

  • 1+ years of experience in enrollment/eligibility for employer offered benefits

  • 1+ years of experience in a health insurance industry

Soft Skills:

  • Ability to navigate a computer while speaking on the phone

  • Apply professional written and oral communication skills when communicating with customers, members, and team

  • Practice time management and prioritization skills to meet necessary deadlines with minimal supervision; seek guidance from mentors/supervisor when appropriate

  • Work effectively and promote positivity at all times, including during new system implementations and/or changing procedures

  • Remain focused and productive each day though tasks may be repetitive

  • Work in a team environment spanning multiple locations

  • Recognize when to seek help for difficult situations from supervisor or senior enrollment representative

  • Speak in a helpful, kind, manner to effectively address the emotional needs of the caller as well as follow effective phone procedures, using words and phrases that convey to the caller that you truly want to help them

  • Identify root-cause of problems, seek/offer solutions, investigate complex matters, and discuss business practice improvements as appropriate

Physical and Work Environment:

  • Frequent speaking, listening using a headset, sitting, use of hands/fingers across keyboard or mouse, handling other objects, long periods working at a computer

  • Service center environment with moderate noise level due to Representatives talking, computers, printers, and other common office activity

  • Referencing and navigating multiple computer systems and databases at one time

  • Position will be asked to work overtime when business needs demand

UnitedHealth Group is an essential business. The health and safety of our team members is our highest priority, so we are taking a science driven approach to slowly welcome and transition some of our workforce back to the office with many safety protocols in place. We continue to monitor and assess before we confirm the return of each wave, paying specific attention to geography-specific trends. We have taken steps to ensure the safety of our 325,000 team members and their families, providing them with resources and support as they continue to serve the members, patients and customers who depend on us. You can learn more about all we are doing to fight COVID-19 and support impacted communities at:


Careers with UnitedHealthcare. Let's talk about opportunity. Start with a Fortune 5 organization that's serving more than 85 million people already and building the industry's singular reputation for bold ideas and impeccable execution. Now, add your energy, your passion for excellence, your near-obsession with driving change for the better. Get the picture? UnitedHealthcare is serving employers and individuals, states and communities, military families and veterans where ever they're found across the globe. We bring them the resources of an industry leader and a commitment to improve their lives that's second to none. This is no small opportunity. It's where you can 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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