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Customer Service Advocate - Pittsburgh, PA
•30 days ago
| Hours | Full-time, Part-time |
|---|---|
| Location | Pittsburgh, PA Pittsburgh, Pennsylvania |
About this job
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:
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
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 - Available to work 40 hours per week within the operating hours of the site of 8:00am - 9:00pm, Monday - Friday
Preferred Qualifications:
- Health care experience preferred
- Associate degree or higher preferred
- English/Spanish Bilingual a plus
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