Customer Service Advocate - Kingsport, TN - 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:
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
  (7:50am to 9:05pm, Monday-Sunday), 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
• Health care experience preferred
• Associate degree or higher preferred
• English/Spanish Bilingual 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.

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.

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