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Hours Full-time, Part-time
Location Buffalo, NY
Buffalo, New York

About this job




Don't wait to apply - we have training classes starting soon that are designed to set you up for success!




You want more challenge. You want more opportunity.
You're looking for that chance to connect more with the customers you
support. UnitedHealth Group Customer Care Centers are home to a team
focused on identifying and exceeding our customer's expectations by
building strong relationships.   We're always finding ways to improve
our service experience and need thoughtful and considerate people like
you to help us do this. In turn, we provide support, training and
development to ensure you succeed in your role. Isn't it time for you to
discover how we can help support your career goals?

The role of a Customer Service Advocate
is to serve as a compassionate and trusted advisor by providing phone
support to individuals who are enrolled in our health plans.  Using
active listening skills to perceive our customer's needs, answer
questions, resolve issues, or helping them enroll in and/or select a
health plan.  This means building rapport, developing and maintaining a
productive relationship and interactions with all callers while
providing consultation and education on their benefits.  

A key
requirement of this role is to deliver an exceptional experience to
between 50 to 70 callers per day, in a compassionate manner - always
remembering that there is a real person on the other end of the phone
who is looking for help, guidance, and support.



To learn even more about this position, hear from our
Customer Service Advocates.
to watch a short video about the job. (Note: these videos are labeled with our
internal job title of Health Advisor)




Responsibilities:

  • Demonstrate
    outstanding service to identify the source of the issue and work to
    resolve customer service inquires and issues in a timely and
    professional manner, related to:
    • Medical benefits, eligibility and claims  
    • Financial spending accounts  
    • Pharmacy benefits, eligibility and claims  
    • Correspondence requests  
  • Help guide and educate customers about the fundamentals and benefits of consumer-driven health care topics such as:  
    • Managing their health and well-being, selecting the best benefit plan options  
    • Maximizing the value of their health plan benefits  
    • Choosing a quality care provider
    • Enrolling in specialized care programs  
  • Intervene
    with care providers (doctor's offices) on behalf of the customer to
    assist with appointment scheduling or connect with internal specialists
    for assistance when needed
  • Assist
    customers in navigating myuhc.com and other UnitedHealth Group websites
    and encourage and reassure them to become self-sufficient
  • Own
    problem through to resolution on behalf of the customer in real time or
    through comprehensive and timely follow-up with the member  
  • Research
    complex issues across multiple databases and work with support
    resources to resolve customer issues and/or partner with others to
    resolve escalated issues  
  • Provide education and status on previously submitted pre-authorizations or pre-determination requests

Requirements

Requirements:
  • Minimum 1 year Customer Service experience with prior experience in health care preferred
  • An
    education level of at least a high school diploma or GED OR 10 years of
    equivalent working experience; Associate degree or higher preferred
  • Demonstrated
    ability to quickly build rapport and respond to customers in a
    compassionate manner by identifying and exceeding customer expectations
    (responding in respectful, timely manners, consistently meeting
    commitments)
  • Desire and passion to  improve the lives of others through outstanding service to our customers
  • Strong listening, verbal and written communication skills, time management skills and attention to detail
  • Demonstrated
    ability to listen skillfully, collect relevant information, determine
    immediate requests and identify the current and future needs of the
    member
  • Strong problem solving approach to quickly assess current state and formulate recommendations
  • Proficient
    in translating healthcare-related jargon and complex processes into
    simple, step-by-step instructions customers can understand and act upon
  • Flexibility to customize approach to meet all types of member communication styles and personalities
  • Excellent conflict management skills including:
  • Professionally and adeptly resolve issues while under stress
  • Diffuse conflict and customer distress
  • Demonstrate personal resilience
  • Successful
    completion of UnitedHealthCare Operations Customer Service Advocate new
    hire training and demonstrated proficiency required
  • Ability
    to work regularly scheduled shifts within our hours of operation, where
    lunches and breaks are scheduled, with the flexibility to adjust daily
    schedule, and work over-time and/or weekends, as needed
  • Authorization to work in the United States required

Physical 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

There are several steps in our hiring process - it's a
thorough process because we want to ensure the best job and culture fit
for you and for us. In today's ultra-competitive job market, the
importance of putting your best foot forward is more important than
ever. And you can start by completing all required sections of your
application. (i.e. profile, history, certifications and application/job
questions). Once you submit your resume, you'll receive an email with
next steps. This may include a link for an  on-line pre-screening test 
that we ask you to complete as part of our selection process.  You may
also be asked to complete a digital video interview, but we will offer
full instructions and tips to help you. After you have completed all of
these steps, you can check on the status of your application at any
time, but you will also be notified via e-mail.

 

Careers with UnitedHealthcare.

Let's talk about opportunity. Start with a Fortune 14 organization
that's serving more than 85 million people already and building the
industry's singular reputation for bold ideas and impeccable execution.
Now, add your energy, your passion for excellence, your near-obsession
with driving change for the better. Get the picture? UnitedHealthcare is
serving employers and individuals, states and communities, military
families and veterans where ever they're found across the globe. We
bring them the resources of an industry leader and a commitment to
improve their lives that's second to none. This is no small opportunity.
It's where you can do your life's best work.SM




Diversity creates a healthier atmosphere: 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.