Customer Service Advocate - Frederick, MD

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:

• 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

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. 

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. SM


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.