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Customer Service Navigator - San Antonio, TX

UnitedHealth Group
Helotes, TX 78023
Full-time, Part-time
Refer friends, get paid!

Job Description

Welcome to one of the toughest and most fulfilling ways to help people, including yourself. We offer the latest tools, most intensive training program in the industry and nearly limitless opportunities for advancement. Join us and start doing your life's best work.SM



UnitedHealth Group is working to create the Healthcare system of tomorrow and you can help. Already Fortune 10, 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 Healthcare 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. Join with us and start 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 7:00am - 7:00pm CST. It may be necessary, given the business need, to work occasional overtime. Our office is located at 6200 Northwest Parkway, San Antonio, TX 78249.



Primary Responsibilities:




  • Respond to and resolve customer service inquires and issues by identifying the topic and type of assistance the customer needs such as benefits, eligibility and claims, financial spending accounts and correspondence.

  • Provide concierge and white-glove level service, removing burdens and providing end-to-end resolution for customers

  • Serve as a single point of contact for the customer and form a strong relationship to support them

  • Identify gaps in processes and work closely with other departments for process improvement

  • 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 customer satisfaction, first contact resolution and attendance

  • Triage inquiries to the appropriate resource

  • Be physically available from Monday to Friday during normal business hours

  • Other Duties as assigned.



This is high volume, customer service environment. You'll need to be efficient, productive and thorough dealing with our members over the phone. Strong computer and software navigation skills are critical. You should also be strongly patient-focused and adaptable to changes.



You'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.


Required Qualifications:




  • High School Diploma, GED, or Equivalent work experience

  • Minimum of 4+ years of combined education, work and/or volunteer experience

  • If you need to enter a work site for any reason, you will be required to screen for symptoms using the ProtectWell mobile app, Interactive Voice Response (i.e., entering your symptoms via phone system) or similar UnitedHealth Group-approved symptom screener. When in a UnitedHealth Group building, employees are required to wear a mask in common areas. In addition, employees must comply with any state and local masking orders



Preferred Qualifications:




  • Health Care/Insurance environment (familiarity with medical terminology, health plan documents, or benefit plan design)

  • Social work, behavioral health, disease prevention, health promotion and behavior change (working with vulnerable populations)

  • Sales or account management experience

  • Customer Service Experience



Soft Skills:




  • Demonstrated 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 member

  • Proficient problem solving approach to quickly assess current state and formulate recommendations

  • Proficient in translating healthcare-related jargon and complex processes into simple, step-by-step instructions customers can understand and act upon

  • Flexibility to customize approach to meet all types of member communication styles and Personalities



UnitedHealth Group is an essential business. The health and safety of our team members is our highest priority, so we are taking a science driven approach to slowly welcome and transition some of our workforce back to the office with many safety protocols in place. We continue to monitor and assess before we confirm the return of each wave, paying specific attention to geography-specific trends. We have taken steps to ensure the safety of our 325,000 team members and their families, providing them with resources and support as they continue to serve the members, patients and customers who depend on us.



You can learn more about all we are doing to fight COVID-19 and support impacted communities at: https://www.unitedhealthgroup.com/newsroom/addressing-covid.html



Careers with UnitedHealthcare. Let's talk about opportunity. Start with a Fortune 10 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 wherever 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, M&R, Outbound, Call Center, San Antonio, Texas, hiring immediatel

Posting ID: 609573920Posted: 2021-03-01