Job
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.
Primary Responsibilities
* Serve as a resource or Subject Matter Expert for team members or internal customers
* Handle 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 manner
* Help 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 provider
* Contact care providers (doctor's offices) on behalf of the customer to assist with appointment scheduling or connections with internal specialists for assistance
* Assist customers in navigating myuhc.com and other UnitedHealth Group websites while encouraging and reassuring them to becoming self-sufficient with our tools
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.
Required Qualifications
* High school diploma, GED or equivalent years of work experience
* 1+ years of customer service experience OR experience in a medical office, health care, call-center or office setting analyzing and solving customer problems
* Familiarity with computer and Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications
* Demonstrated ability to listen skillfully, collect relevant information, build rapport and respond to customers in a compassionate manner
* Proficient in translating health care-related jargon and complex processes into simple, step-by-step instructions customers can understand and act upon
* Proficient conflict management skills including the ability to resolve stressful situations
Preferred Qualifications
* Prior health care experience
* Knowledge of billing/finance and eligibility processes, practices and concepts
Helping create positive customer experiences for our members can drive your sense of impact and purpose. Join us as we improve the lives of millions. Learn more about how you can start doing your life's best work.SM