Customer Service Advocate - Maryland Heights, MO

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. Even more, you want the
chance to make an impact the lives of others. We want more people like
you. When you join us as a Customer Service Advocate for
UnitedHealthcare, you'll have the opportunity to make a difference in
the lives of our health plan members each day as they look to you as
their trusted advisor and advocate. You'll be empowered to
compassionately deliver an exceptional experience to between 50 to 70
callers per day – always remembering that there is a real person on the
other end of the phone who is looking for help, guidance, and support.
You'll help them make informed decisions about their care services by
answering their questions, resolving their issues or helping them enroll
in and/or select a health plan. You'll do this by developing and
maintaining a productive relationship and interaction with all callers,
while providing personalized, and consultative education and
information. Here, you'll join us on a mission to deliver the best
customer service in the health care industry. Period. Your compassion
and customer service expertise combined with our support, training and
development will ensure your success. This is no small opportunity. This
is where you can bring your compassion for others while doing your
life's best work. SM

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)

Primary 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 include managing their health
  and well-being by selecting the best benefit plan options, maximizing
  the value of their health plan benefits and choosing a quality care
  provider
• Intervene with care providers (doctor's offices) on behalf of the
  customer to assist with appointment scheduling or connections 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
• Meet the performance goals established for the position in the areas
  of: efficiency, call quality, customer satisfaction, first call
  resolution and attendance 

Required Qualifications:

• Minimum 1 year Customer Service experience
• An education level of at least a high school diploma or GED OR 10 years of equivalent working experience
• 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)
• Demonstrated ability to listen skillfully, collect
  relevant information, determine immediate requests and identify the
  current and future needs of the member
• Proficient 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
• Proficient conflict management skills to include
  ability to resolve issues in a stressful situation and demonstrating
  personal resilience
• 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
• All new hires will be required to successful complete
  the UnitedHealthcare Operations Customer Service Advocate training
  classes and demonstrate proficiency of the material

Preferred Qualifications:

• Health care experience preferred
• Associate degree or higher preferred

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.

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.

Keywords:
customer service representative, customer service, CSR, UnitedHealth
Group, call center, UnitedHealthcare, health care, office, phone
support, training class