Bilingual (Spanish/English) Customer Service Advocate - Albuquerque, NM - Full-time / Part-time

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

Even if you have no prior experience, we have
training classes starting soon to help you build the successful career that you
want - apply today! We provide the support and structure, you provide the
interest and motivation.
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. When you join us as a Bilingual
(Spanish/English) 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.SMThis position is full-time (40 hours/week) Monday - Friday.
Employees are required to have flexibility to work any of our 8 hour shift
schedules during our normal business hours (8am to 8pm). It may be necessary,
given the business need, to work occasional overtime or weekends. Our office is
located at 8801 Horizon Blvd NE, Albuquerque, NM.
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
providerIntervene with care providers (doctor’s offices) on
behalf of the customer to assist with appointment scheduling or connections with
internal specialists for assistance when neededAssist customers in navigating myuhc.com and other
UnitedHealth Group websites and encourage and reassure them to become
self-sufficientOwn problem through to resolution on behalf of the
customer in real time or through comprehensive and timely follow-up with the
memberResearch complex issues across multiple databases
and work with support resources to resolve customer issues and/or partner with
others to resolve escalated issuesProvide education and status on previously submitted
pre-authorizations or pre-determination requestsMeet the performance goals established for the
position in the areas of: efficiency, call quality, customer satisfaction, first
call resolution and attendance

Prefer 1 year prior experience in an office setting,
call center setting or phone support role, but not requiredSpanish Bilingual RequiredAn education level of at least a high school diploma
or GED OR 10 years of equivalent working experienceDemonstrated ability in using computer and Windows
PC applications, which includes strong keyboard and navigation skills and
learning new computer programsDemonstrated ability to quickly build rapport and
respond to customers in a compassionate manner by identifying and exceeding customer expectations (responding in
respectful, timely manner, consistently meeting commitments)Demonstrated ability to listen skillfully, collect
relevant information, determine immediate requests and identify the current and
future needs of the memberProficient problem solving approach to quickly
assess current state and formulate recommendationsProficient in translating healthcare-related jargon
and complex processes into simple, step-by-step instructions customers can
understand and act uponFlexibility to customize approach to meet all types
of member communication styles and personalitiesProficient conflict management skills to include
ability to resolve issues in a stressful situation and demonstrating personal
resilienceAbility to work regularly scheduled shifts within
our hours of operation including the training period, where lunches and breaks
are scheduled, with the flexibility to adjust daily schedule, and work over-time
and/or weekends, as neededAll new hires will be required to successfully
complete the  Customer Service 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
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(s)
(or what we call an assessment) 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. http://uhg.hr/OurApplicationProcess
Careers
at UnitedHealthcare Employer & Individual. We all want to make a
difference with the work we do. Sometimes we're presented with an opportunity to
make a difference on a scale we couldn't imagine. Here, you get that opportunity
every day. As a member of one of our elite teams, you'll provide the ideas and
solutions that help nearly 25 million customers live healthier lives. You'll
help write the next chapter in the history of health care. And you'll find a
wealth of open doors and career paths that will take you as far as you want to
go. Go further. This is your life's best work.SM
Diversity
creates a healthier atmosphere: UnitedHealth Group is an Equal Employment
Opportunity/Affirmative Action employer and 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