Customer Service Advocate - Pittsburgh, PA, Sunrise, FL, Indianapolis, IN and Phoenix, AZ - Full-time / Part-time

Position Description:UnitedHealth Group is working
to create the health care system of tomorrow and you can help. Already Fortune
17, we are totally focused on innovation and change.  We work a little
harder. We aim a little higher. We expect more from ourselves and each other.
And at the end of the day, we're doing a lot of good.
Through our family of businesses and a lot of inspired individuals, we're
building a high-performance health care system that works better for more
people in more ways than ever. Now we're looking to reinforce our team with
people who are decisive, brilliant and built for speed.  Join with us and
start doing your life's best work.

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 primary purpose of this position is to support the
mission and goals of UnitedHealthcare and the HARC by outreaching to our
members and ensuring they have the information they need to have a
positive experience as one of our members. In addition, the HARC rep
will gather key elements of information that will allow us to provide
exceptional customized service.

Job Components: (While following all PHI and HIPAA guidelines)

• Work
  via an autodialer, contact newly enrolled members as identified by the
  Business Intelligence team to welcome them to our health plans. The
  primary goal of this interaction is to develop a positive relationship
  and ensure the member has the information and documentation they need to
  have a positive experience as our member.
• Follow a prescribed
  script (or use of talking points), welcome the member to their
  respective health plan by verifying key information about the member
  (home address, PCP assignment, etc.) and discussing the benefits
  available through the plan.
• When appropriate, encourage members
  to appropriately utilize services in an effort to improve the health and
  wellbeing of all members. This might include education about the
  importance of prenatal care or childhood immunizations and the
  importance of using the ER only in true emergencies.
• Complete a Health Risk Assessment following the UnitedHealthcare national standard HRA as programmed into CareOne.
• When possible, correct member information in our databases, including the member's address, PCP assignment.
• When
  possible, order replacement member materials (ID cards, welcome
  packets) if a member reports that they have not received them or if the
  member has had a change of address.
• When necessary, transfer the member to:
  • Member services for benefits or eligibility questions
  • Care Management, if the member has an emergent physical health need
  • Optum, if the member has an emergent behavioral health need
• If
  unable to transfer the member, provide the member with the appropriate
  phone number to contact the resources they need for assistance.
• Document member responses and call outcomes in the autodialer, Access Database, or CareOne as appropriate.

Other Duties, as Appropriate and Assigned:

• Assist with projects and/or assignments designated by the Supervisor or Manager.
• Provide
  input into the development of policies and procedures that affect the
  program or department. Give input into improving member education
  strategies and materials.
• Actively participate in departmental
  quality improvement monitoring and other activities to promote the
  delivery of high quality services to all customers.
• Assist Supervisor with orientation/training of new employees as assigned.

Requirements:     

• 1+ year Customer Service experience analyzing and solving customer problems
• An education level of at least a high school diploma or GED OR 10 years of equivalent working experience; 
• 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
• Intermediate proficiency with MS office:  Work, Excel and Outlook
• 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

 

Our hiring process is rigorous
- it is rigorous because we want to ensure the best job and culture fit for you
and for us.  Please ensure that your
application is complete and that all required sections have been filled out
(about you, history and certifications, application questions and job
questions.)

 

You will be sent information
regarding the steps to follow in our hiring process via additional e-mail
correspondence.  This may include a link
for the completion of an online pre-selection test.  The test should be taken within 48 hours and
can only be retaken after a six month waiting period.  We encourage you to also review our video interviewing process in the event
you are requested to complete your interview via this method. Upon successful
completion of these steps and a review to determine if your qualifications
match the position, you will be advised of your status. 

Take the next step, online at: www.yourlifesbestwork.com

Careers with UnitedHealthcare. Let's talk about opportunity. Start with a Fortune 17 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.

Diversity creates a healthier atmosphere: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, or disability status.

UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment. In addition, employees in certain positions are subject to random drug testing.