Customer Service Advocate - Maryland Heights, MO

Don't delay - 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

This position is full-time (40 hours/week)
with our site Hours of Operation from 7:00 am to 9:00 pm Monday - Saturday. We do require our employees to be flexible enough to work any
shift, any day of the week during those hours. 

To learn even
more about this position, hear from other Customer Service Advocates.
Click here to watch a short video about the job:
http://uhg.hr/customerserviceadvocate1 (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

Requirements:

• 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 (7am
  to 9pm,, Monday-Saturday), 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

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
ultracompetitive 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 prescreening 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.

UnitedHealth Group is working to create the
health care system of tomorrow and you can help. Already Fortune 14, 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.

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. In addition, employees in certain
positions are subject to
random drug testing.

Keywords:
customer service representative, customer service, CSR, UnitedHealth
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support, training class