Customer Service Advocate - Pittsburgh, PA - Full-time / Part-time

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)

• 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.