Bilingual (Spanish/English) Customer Service Advocate - Sugar Land, TX

Cuando se trata de salir adelante, tienes las de ganar. Let's call it great career potential.

Imagine being able to get answers to your health plan questions from someone who speaks the same language as you do.  Or, the opposite, not being able to get the answers.   At UnitedHealth Group, we want our customers to get those answers by speaking to one of our Bilingual Customer Service Representatives.  If you're fluent in English and Spanish, we can show you how to put all of your skills, your passions and your energy to work in a fast growing environment.  We're shaping our industry by helping more people gain access to the care they need with the levels of service they deserve.  If you love the very idea of providing service to those in need, this can be your opportunity to do your life's best work.  SM

The role of a Bilingual (Spanish/English) 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 other Customer Service Advocates. Click here 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:

• 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


• Spanish Bilingual Required


• 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.