Note: The job is a remote job and is open to candidates in USA. UnitedHealth Group is a healthcare and health services company working to simplify the healthcare experience and improve access to quality care. The Customer Service Advocate supports customers by answering questions about health benefits, eligibility, claims, spending accounts, and plan enrollment, while helping them navigate healthcare resources and websites.
Responsibilities
- Respond to and resolve, on the first call, customer service inquires and issues by identifying the topic and type of assistance the caller needs such as benefits, eligibility and claims, financial spending accounts and correspondence
- Help guide and educate customers about the fundamentals and benefits of consumer - driven health care topics to select the best benefit plan options, maximize the value of their health plan benefits and choose 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 and encourage and reassure them to become self - sufficient
Skills
- High School Diploma / GED OR equivalent work experience
- Must be 18 years of age OR older
- 1+ years of customer service OR call center experience
- Experience with Windows PC applications, which includes the ability to navigate and learn new and complex computer system
- This position involves member calls, with an expected volume of 50 - 70 calls daily. It requires full attention to work duties. Employees in this role must ensure they have uninterrupted work time during their shifts, except for scheduled breaks and lunch periods
- Ability to work full-time, 40 hours per week, Monday - Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our business hours between 10:00am- 8:00pm CST including the flexibility to work occasional overtime and weekends
- Reside within the Eastern, Central, OR Mountain Time Zone
- Ability to keep all company sensitive documents secure (if applicable)
- Required to have a dedicated work area established that is separated from other living areas and provides information privacy
- Must live in a location that can receive a UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet service. (UHG requires a wired internet connection: cable, DSL or fiber internet service with upload and download speeds suitable for the role and approved by operations. Minimum speed standard is 20mbps download/5mbps upload. Wireless service such as satellite, hot spot, line of sight antenna cannot be used for telecommuting)
- Social work, behavioral health, disease prevention, health promotion, and behavior change (working with vulnerable populations and Medicaid)
- Health Care / Insurance environment (familiarity with medical terminology, health plan documents, OR benefit plan design)
- Sales OR account management experience
- Experience with successfully working in a remote, home - based environment, maintaining productivity, communication, and collaboration using digital tools
Benefits
- Remote work arrangement with flexibility to work remotely
- Comprehensive 9-week paid training program
- Comprehensive benefits package, subject to eligibility requirements
- Incentive and recognition programs, subject to eligibility requirements
- Equity stock purchase, subject to eligibility requirements
- 401k contribution, subject to eligibility requirements
- Development for other roles and career pathing opportunities
Company Overview