Surest Customer Service Advocate

UnitedHealth Group; United States; Remote; USD 37,000 - 67,000; Full time

Benefits offered by this job

6 weeks training

Benefits package

401k contribution

Job summary

UnitedHealth Group is seeking a Customer Service Advocate to support members with medical and pharmacy benefits, eligibility, and claims. This full-time remote role operates within the U.S., with a typical 40-hour workweek and shift flexibility between 6:00 am–9:00 pm CST.

Training is provided, and performance targets are in place to ensure high-quality service. The position emphasizes ease of access to benefits information, clear communication, and empathy for diverse members while meeting

Qualifications

• 1+ years in a customer service environment.
• Must be 18 years of age or older.
• Proficiency with Windows PC applications and Microsoft Office (Word, Excel, Outlook).
• Ability to work full-time (40 hours/week) Monday - Friday with flexible 8-hour shifts during CST business hours.

Responsibilities

• Handle inbound and outbound calls and secure messaging related to medical and pharmacy benefits, eligibility, claims, and plan details.
• Use multiple databases and tools to refer and enroll members to appropriate internal resources.
• Explain clinical terms in simple language to help members manage costs.
• Educate members about healthcare benefits and available community resources.
• Meet performance goals for efficiency, call quality, customer satisfaction, and attendance.

Skills

Customer service experience

Communication

Ability to learn complex systems

Education

High School Diploma or GED

Tools

Microsoft Word

Microsoft Excel

Microsoft Outlook

Windows OS

Job description

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:
  • Medical, vision, dental, pharmacy plan details
  • 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

Required Qualifications

• High School Diploma / GED OR equivalent work experience
• Must be 18 years of age OR older
• 1+ years in a customer service environment
• Proficiency 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 remote 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.

UnitedHealth Group is a drug - free workplace. Candidates are required to pass a drug test before beginning employment.