Customer Service Advocate

UnitedHealthcare is dedicated to simplifying the health care experience and creating healthier communities. The Customer Service Advocate will engage with customers, assisting them with health benefits inquiries, guiding them through available options, and ensuring they navigate the company's digital resources effectively.

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 select the best benefit plan options, maximize the value of their health plan benefits and choose a quality care provider
• Contact care providers (doctor's offices) on behalf of the customer to assist with appointment scheduling or connections with internal specialists for assistance
• Support customers in confidently navigating myuhc.com and other UnitedHealth Group websites, while encouraging and reassuring them to become self-sufficient by using our digital self-service tools and resources
• Serve as a key support resource across multiple Medicaid markets

Requirements:

• High School Diploma / GED OR equivalent work experience
• Must be 18 years of age OR older
• 2+ years of customer service or relevant experience analyzing and solving issues/concerns
• Experience with Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications
• This position involves member calls, with an expected volume of 50 - 70 calls daily. It requires full attention to work duties. Employees in this role must ensure they have uninterrupted work time during their shifts, except for scheduled breaks and lunch periods
• Ability to work full-time, Monday - Friday between 9:30am - 6:00pm CST including the flexibility to work occasional overtime given the business need
• Reside within Mountain, Central, OR Eastern Time Zones
• 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
• 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
• Experience supporting or working with Medicaid members