Customer Service Advocate - Kingston, NY

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. sm
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 (8am to 8pm). It may be
necessary, given the business need, to work occasional overtime or weekends. Our
office is located at 505 Boices Lane, Kingston, NY 12401.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
correspondenceIntervene 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 issuesMeet the performance goals established for the position in the areas of:
efficiency, call quality, customer satisfaction, first call resolution , program
referral rate and attendance Proactively educate and enroll members into programs to improve
their health and well-being while saving them
money

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 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
resilienceAll new hires will be required to successfully complete the
Customer Service training classes and demonstrate proficiency of the
material Ability to work regularly scheduled shifts within hours of
operation including training.Ability to work in a structured environment with schedule
breaks, lunches and business required overtime and maintain adherence to
schedule.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
with UnitedHealthcare. Let's talk about opportunity. Start with a Fortune 6
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: 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