Surest Customer Service Advocate

Taleo; Sugar Land (TX); Remote; USD 37,000 - 67,000; Full time

Benefits offered by this job

On-the-job training

Remote work

Benefits package

Job summary

UnitedHealthcare, part of UnitedHealth Group, is hiring a Surest Customer Service Advocate for national remote work in the U.S. You will handle inbound/outbound calls and chats, assist with medical and pharmacy benefits, eligibility, and claims, and guide members to appropriate resources.

Training lasts up to 6 weeks with a Monday–Friday schedule. Typical hours cover 6:00 am–9:00 pm CST; overtime may be required.

Qualifications

• High School Diploma or GED or equivalent work experience.
• 1+ years in a customer service environment.
• Proficiency with Windows PC applications and navigating multiple programs.

Responsibilities

• Listen actively and document inquiries from members across programs.
• Explain eligibility, medical claims and benefits to members.
• Refer and enroll members to internal resources based on needs.
• Educate members about healthcare benefits and plan fundamentals.
• Meet performance goals including efficiency and customer satisfaction.

Skills

Windows PC applications

Customer service

MS Word

MS Excel

MS Outlook

Shift flexibility

Education

High School Diploma / GED

Tools

MS Word

MS Excel

MS Outlook

Job description

Improve the lives of others while Caring. Connecting. Growing together.

Job Description - Surest Customer Service Advocate (1063228)

Surest Customer Service Advocate (Job Number:1063228 )

This position is National Remote. You’ll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges.

At UnitedHealthcare, we’re simplifying the health care experience, creating healthier communities and removing barriers to quality care. The work you do here impacts the lives of millions of people for the better. Come build the health care system of tomorrow, making it more responsive, affordable and optimized. Ready to make a difference? Join us to start Caring. Connecting. Growing together

Advocates build trust with members enrolled in UHC benefit plans across their health care lifecycle by being a single stop resource on all plan related questions. Primarily an inbound call answering role, the Customer Service Advocates assist members with medical and pharmacy benefits, eligibility, claim resolution, dental and vision issues, and promote health care literacy. Customer Service Advocates connect members with appropriate resources with consideration to the member’s healthcare needs and to resolve complex benefit and claim issues on the member’s behalf. This is an inbound/outbound phone role that also handles inbound chats and secure messaging.

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 6:00 am - 9:00 pm CST. It may be necessary, given the business need, to work occasional overtime.

We offer up to 6 weeks of on-the-job training. The hours during training will be 8:00 am to 4:30 pm CST, Monday - Friday. 100% attendance is required during training. Training will be on camera.

Watch this video to understand the expectations of being a remote worker with UnitedHealthcare.

Primary Responsibilities

• Listen actively and ask appropriate questions to identify specific questions or issues, and document inquiries from members of UHC’s programs regarding the following:
• Plan/program eligibility
• Medical claims
• Use multiple databases, tools, and partnerships to refer and enroll members to appropriate internal specialists and programs, based on needs
• Interpret and translate clinical/medical terminology and coding to assist members with managing cost using simple language
• Adapt to communicated changes in process, policy, and guidelines quickly at site and enterprise level
• Educate members about the fundamentals of health care benefits and plans
• Assist members to maximize use of community services, support programs, and resources available
• Meet performance goals established for the position in efficiency, call quality, customer satisfaction, first call resolution, schedule adherence and attendance

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
• Must be 18 years of age OR older
• 1+ years in a customer service environmentProficiency with Windows PC applications, which includes the ability to navigate multiple programs and learn new and complex computer system applications
• Experience using a computer and Microsoft Office including Microsoft Word (create correspondence and work within templates), Microsoft Excel (ability to sort, filter, and create simple spreadsheets), and Microsoft Outlook (email and calendar management)
• Ability to work 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 6:00 am - 9:00 pm CST. It may be necessary, given the business need, to work occasional overtime

Preferred Qualifications

• 2+ years in a customer service environment
• Experience in a healthcare insurance environment

Telecommuting Requirements

• Ability to keep all company sensitive documents secure (if applicable)
• Required to have a dedicated work area established that is separated from other living areas and provides information privacy.
• Must live in a location that can receive a UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet service.

*All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter Policy

Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with us, you’ll find a far-reaching choice of benefits and incentives. The hourly pay for this role will range from $18.00 to $32.00 per hour based on full-time employment. We comply with all minimum wage laws as applicable.

Application Deadline: This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants.

At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone–of every race, gender, sexuality, age, location, and income–deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups, and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes - an enterprise priority reflected in our mission.

UnitedHealth Group is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.

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.

Phone Support

UnitedHealth Group is committed to working with and providing reasonable accommodations to individuals with physical and mental disabilities. If you need special assistance or accommodation for any part of the application process, please call 1-866-566-8715 to be connected to Recruitment Services. Recruitment Services hours of operation are 7 a.m. to 7 p.m. CT, Monday through Friday.

UnitedHealth Group is a registered service mark of UnitedHealth Group, Inc. The UnitedHealth Group name with the dimensional logo, as well as the dimensional logo alone, are both service marks for the UnitedHealth Group, Inc.