THIS ROLE IS TEMPORARILY REMOTE. TRAINING IS CONDUCTED VIRTUAL FROM YOUR HOME. THIS ROLE IS AN ONSITE ROLE AND YOU WILL TRANSITION ONCE TRAINING IS COMPLETED TO WORK IN THE OFFICE IN THE FUTURE.

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 - MINNETONKA, MN 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.

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) Excel (general spreadsheet navigation) and Outlook (email and calendar)
• Experience working with multiple system platforms
• Ability to work overtime as needed
• Must live in a location that can receive a UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet service
• 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
• If you need to enter a work site for any reason, you will be REQUIRED to screen for symptoms using the ProtectWell mobile app, Interactive Voice Response (i.e., entering your symptoms via phone system) or similar UnitedHealth Group-approved symptom screener. When in a UnitedHealth Group building, employees are required to wear a mask in common areas. In addition, employees must comply with any state and local masking orders

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 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: https://www.unitedhealthgroup.com/newsroom/addressing-covid.html

CAREERS AT UNITEDHEALTHCARE MEDICARE & RETIREMENT. The Boomer generation is the fastest growing market segment in health care. 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 health care 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.

Keywords: UHG, production, auditing, analyst, Bloomington , Eden Prairie, Minneapolis, Minnetonka, MN, work at home, work from home, WAH, WFH, remote, hiring immediately, #rpo

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