Customer Service Advocate - Albuquerque, NM

Don't wait to apply - we have training classes starting soon that are designed to set you up for success!

You want
more challenge. You want more opportunity. Even more, you want the
chance to make an impact the lives of others. We want more people like
you. 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

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