Senior Customer Service Specialist / Coach - Richardson, TX

Welcome to the
future - to a revolutionary, new approach to delivering exceptional customer
service. To support our partnership with our clients, UnitedHealth Group
has created a new customer service model that we want the best people to be
part of - and this could be you! This new model positions the Senior Customer Service Specialist/Coach at the center surrounded by other subject matter
experts/specialists that will provide support in the areas of Clinical,
Pharmacy, Behavioral, Claims and Financial. This is so important to us that our
office layout has been redesigned to provide close proximity for the team. We're
building a better place to help people live healthier lives and where you can
do your life's best work.SM

 

The role of an Senior Customer Service Specialist/Coach is to support our customers by providing a
concierge/white-glove level of service, while removing barriers and ensuring
end-to-end resolution on all matters, such as benefits, eligibility, claims,
financial spending accounts, etc. In
this unique model, we utilize last call routing which will allow you to build
and maintain an on-going relationship with the customer. An important element to this role is the
coaching and advising of the customer about opportunities to maximize their benefits
and to help them manage their health and well-being. Don't fear though - we will provide you
with extensive training and education to insure you are successful in this new
role. 

 

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. Our office is
located at 1311 W. President George Bush Hwy, Richardson, Texas 75080.

 

Primary
Responsibilities:

Assumes full responsibility for resolving each and every
customer service inquiry received by identifying the topic and type of
assistance the caller needs (such as benefit information, eligibility and
claims, HSA, FSA, OptumRx Pharmacy, Optum Behavioral Health and self-service
options)Asks appropriate questions and listens actively to
identify specific questions or issues while documenting all required
information and communication timely and accurately in the appropriate computer
systemIncludes in the customer conversations, subject matter
experts (such as Clinical, Financial, Behavioral, etc.) to resolve the
customers question or issues in real timeHelp counsel, guide and educate members about the
fundamentals and benefits of consumer-driven health care (topics such as
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, etc.)Meets the performance goals established for the position
in the areas of: efficiency, call quality, customer satisfaction, first call
resolution and attendance

Required Qualifications:

Associates degree or higher required for this position2 years of experience coaching or educating individuals
to make positive changes to their behavior 2 years of experience in a customer service type
environmentDemonstrated ability to quickly build rapport and respond
to individual customers' needs in a compassionate, respectful, customized
manner to consistently exceed customer expectationsDemonstrated ability to listen skillfully, quickly assess
current state and formulate effective problem solving recommendations,
including de-escalation of stressful situations, as necessaryProficiency in translating complex terminology to ensure
customers' understanding All new hires will be required to successfully complete
the Customer Service Agent training classes and demonstrate proficiency of the
material

 

Preferred Qualifications:

Experience in healthcare field/familiarity with medical
terminology 2 years of experience coaching individuals in areas
related to health promotion or disease prevention

 

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 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, customer service rep, concierge,
coaching, subject matter expert