Position Description:Challenge can often be it's own reward. But why settle for just being challenged when you can also be nurtured, mentored and supported as you make an impact in a fast paced career? At UnitedHealthcare, part of the UnitedHealth Group family of businesses, you can have all of the above, everyday. Now, you can take advantage of some of the best training and tools in the world to help serve our existing and new customers. As a Senior Customer Service Advocate, you'll provide our members with the information they need to make better decisions about their health, helping them get access to the right care the first time. Every day, you'll provide compassionate and empathetic support to 50 to 70 callers providing guidance, support, and resolution for escalated issues. This is no small opportunity. This is where you can bring your compassion for others while building your career. This role is equally challenging and rewarding. You'll be on the phone for long periods of time and encounter all types of communication styles and personalities as you help resolve conflicts or issues. You'll deal with stressful situations and resolve complex health care concerns in a positive, simplified manner so that callers fully understand their health care plans and solutions.Primary Responsibilities:Serve as a resource or Subject Matter Expert for team members or internal customersHandle escalated calls, resolving more complex customer issues Demonstrate outstanding service to identify the source of the caller's issue and work to resolve the inquires in a timely and professional mannerHelp guide and educate customers about the fundamentals and benefits of consumer-driven health care topics such as selecting the best benefit plan options, maximizing the value of their health plan benefits and choosing a quality care providerContact care providers (doctor's offices) on behalf of the customer to assist with appointment scheduling or connections with internal specialists for assistanceAssist customers in navigating myuhc.com and other UnitedHealth Group websites while encouraging and reassuring them to becoming self-sufficient with our tools
Requirements:High School Diploma / GED or higher 2+ years of customer service experience analyzing and solving customer problems, OR 2+ years of experience in an office setting environment using the telephone and computer as the primary instruments to perform job duties Available to work 40 hours per week anytime within the operating hours of the site Familiarity with computer and Windows PC applications, which includes the ability to learn new and complex computer system applications Ability to navigate a computer while on the phone Preferred Qualifications:Call center or medical billing experienceSoft Skills: Ability to remain focused and productive each day though tasks may be repetitiveAbility to multi-task, this includes ability to understand multiple products and multiple levels of benefits within each product Ability to balance and prioritize multiple tasks. Flexible to change. Ability to trouble-shoot problems. Listens effectively. Demonstrated ability in customer service problem resolution and relationship building. Requirements 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 floor activity Take the next step, online at: www.yourlifesbestwork.com Careers with OptumInsight. Information and technology have amazing power to transform the Healthcare industry and improve people's lives. This is where it's happening. This is where you'll help solve the problems that have never been solved. We're freeing information so it can be used safely and securely wherever it's needed. We're creating the very best ideas that can most easily be put into action to help our clients improve the quality of care and lower costs for millions. This is where the best and the brightest work together to make positive change a reality. This is the place to do your life's best work.SMDiversity 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.Key words: customer service representative, customer service, CSR, UnitedHealth Group, call center, UnitedHealthcare, Optum, OptumRx, health care, healthcare, office, phone support, training class
Our mission is to help people live healthier lives and to help make the health system work better for everyone.- We seek to enhance the performance of the health system and improve the overall health and well-being of the people we serve and their communities. - We work with health care professionals and other key partners to expand access to quality health care so people get the care they need... at an affordable price. - We support the physician/patient relationship and empower people with the information, guidance and tools they need to make personal health choices and decisions.