Note: The job is a remote job and is open to candidates in USA. UnitedHealth Group works to help people live healthier lives and make the health system work better for everyone. The Customer Service Advocate responds to high-volume customer inquiries about health benefits, eligibility, claims, spending accounts, and plan options. The role also helps customers navigate healthcare websites, connect with providers and specialists, and understand Medicaid benefits.
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
- Support customers in confidently navigating myuhc.com and other UnitedHealth Group websites, while encouraging and reassuring them to become self-sufficient by using our digital self-service tools and resources
- Serve as a key support resource across multiple Medicaid markets
Skills
- * High School Diploma / GED OR equivalent work experience
- * Must be 18 years of age OR older
- * 2+ years of customer service or relevant experience analyzing and solving issues/concerns
- * Experience with Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications
- * 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/week) Monday - Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 9:30am - 6:00pm CST. It may be necessary, given the business need, to work occasional overtime
- * Reside within the state of New Mexico or Kentucky
- * 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 Minimum speed standard of 25 Mb download/10-15 Mb upload. Wireless services such as satellite, hot spot, line of sight antenna cannot be used for telecommuting)
- * Health Care/Insurance environment (familiarity with medical terminology, health plan documents, or benefit plan design)
- * Social work, behavioral health, disease prevention, health promotion and behavior change (working with vulnerable populations)
- * Sales or account management experience
- * Experience supporting or working with Medicaid members
- * Experience working in a high-volume call center
Benefits
- Remote work with flexibility to work remotely in New Mexico or Kentucky
- Up to 7 weeks of paid training, conducted virtually from home
- 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
Company Overview