Bilingual (Spanish/English) Senior Correspondence Customer Service Representative - Boston, MA

Cuando se trata de salir
adelante, tienes las de ganar. Let's call it great career
potential.Great jobs start with great training and our next class is
starting soon. Apply today.
 
This is your chance to take your customer
service career to the next level. At Optum, we’re changing the way health care
works for the better and we want motivated people like you to join us. You'll
find unrivaled support and training as well as a wealth of growth and
development opportunities driven by your performance and limited only by your
imagination. Join us. There's no better place to help people live healthier
lives while doing your life’s best
work.SMImagine 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.
 
As a Bilingual (Spanish/English)
Senior Correspondence Customer Service Representative, you'll
compassionately deliver an exceptional experience to between 10 to 30 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 also provide
support to your team members by serving as a resource or subject matter
expert.  Both of these are opportunities
for you to identify and exceed our customer expectations by committing to and
building strong relationships internally and externally. At the end, you’ll know
you performed with integrity and delivered the best customer service experience
making all your customers and team members feel better because they talked to
you.

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 (8:00am-6:00pm). It may be necessary, given
the business need, to work occasional overtime. Our office is located at 1325
Boylston Street, Boston, MA 02215.
 
What are the reasons to consider working for UnitedHealth
Group? Put it all together - performance based pay, a full and comprehensive
benefit program, performance rewards, and a management team who demonstrates
their commitment to your success.  
Some of our offerings include: 
18 days of Paid Time Off which you start to accrue
with your first pay period plus 8 Paid HolidaysMedical Plan options along with participation in a
Health Spending Account or a Health Saving accountDental, Vision, Life& AD&D Insurance along
with Short-term disability and Long-Term Disability coverage401(k) Savings Plan, Employee Stock Purchase
PlanEducation Reimbursement - up to $5,250 per calendar
year for job-related courseworkAssistance PlanDiscountsEmployee Assistance ProgramEmployee Referral Bonus ProgramVoluntary Benefits (pet insurance, legal insurance,
LTC Insurance, etc.)More information can be downloaded at: http://uhg.hr/uhgbenefits
Primary Responsibilities:

Serve
as a resource or Subject Matter Expert (SME) for other team members or internal
customers
Handle
escalated calls, resolving more complex customer issues in a one and done
manner
Answer
incoming phone calls from customers and identify the type of assistance the
customer needs (i.e. benefit and eligibility, billing and payments,
authorizations for treatment and explanation of benefits
(EOBs)
Ask
appropriate questions and listen actively to identify specific questions or
issues while documenting required information in computer
systems
Identify and communicate steps/solutions to customer questions/issues
by applying appropriate problem-solving skills and established guidelines, where
available using appropriate contact channels (e.g., letters, telephone, email
and/or web chat)
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 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, provider satisfaction, first call resolution and attendance 

Required
Qualifications:

1 year Customer Service
Representative (CSR) experience or 1 year experience in an office setting, call
center setting or phone support role preferred, but not requiredSpanish Bilingual Required
An education level of at
least a high school diploma or GED OR 10 years of equivalent working
experience
Familiarity with computer
and Windows PC applications, which includes the ability to learn new and complex
computer system applications
Ability to multi-task duties
as well as the ability to understand multiple products and multiple levels of
benefits within each product
Ability 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 needed
All new hires will be
required to successful 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 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 
UnitedHealth Group is working to
create the health care system of tomorrow. Already Fortune 6, we are
totally focused on innovation and change. We work a little harder. We aim a
little higher. We expect more from ourselves and each other. And at the end of
the day, we're doing a lot of good.Through our family of businesses and
a lot of inspired individuals, we're building a high-performance health care
system that works better for more people in more ways than ever. Now we're
looking to reinforce our team with people who are decisive, brilliant and built
for speed.Come to UnitedHealth Group, and share your ideas and your
passion for doing more. We have roles that will fit your skills and knowledge.
We have diverse opportunities that will fit your dreams.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, Optum, health care, office, phone support, training class,
SME, Senior, SR