Customer Service Representative - Green Bay, WI - Full-time / Part-time

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.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.This 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 of 7am – 10pm. It may be
necessary, given the business need, to work occasional overtime or weekends. Our
office is located at 3100 AMS Blvd, Green Bay, 54313. 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
requiredAn education level of at least a high
school diploma or GED OR 10 years of equivalent working experienceDemonstrated 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.
 
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.
 
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