Bilingual (Spanish/English) Customer Service Advocate - Richardson, TX - Full-time / Part-time

Cuando se trata de salir adelante, tienes las de ganar. Let's call it great career potential.

Imagine
being able to get answers to your health plan questions from someone
who speaks the same language as you do.  Or, the opposite, not being
able to get the answers.   At UnitedHealth Group, we want our customers
to get those answers by speaking to one of our Bilingual Customer
Service Representatives.  If you're fluent in English and Spanish, we
can show you how to put all of your skills, your passions and your
energy to work in a fast growing environment.  We're shaping our
industry by helping more people gain access to the care they need with
the levels of service they deserve.  If you love the very idea of
providing service to those in need, this can be your opportunity to do your life's best work.  SM

The role of a Bilingual (Spanish/English) Customer Service Advocate
is to serve as a compassionate and trusted advisor by providing phone
support to individuals who are enrolled in our health plans.  Using
active listening skills to perceive our customer's needs, answer
questions, resolve issues, or helping them enroll in and/or select a
health plan.  This means building rapport, developing and maintaining a
productive relationship and interactions with all callers while
providing consultation and education on their benefits. 

A key
requirement of this role is to deliver an exceptional experience to
between 50 to 70 callers per day, in a compassionate manner - always
remembering that there is a real person on the other end of the phone
who is looking for help, guidance, and support.

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