Bilingual English and Spanish Senior Customer Service Representative

UnitedHealth Group is a leading healthcare company focused on simplifying the healthcare experience and improving community health. They are seeking a Bilingual English and Spanish Senior Customer Service Representative responsible for managing outbound calls to assist Medicaid members in scheduling preventative health services and ensuring quality customer service.

Responsibilities:

• Ensures quality customer service for external customers by proactively reaching out to identify needs for preventative services and connecting them to the appropriate resources
• Partners with other customer service representatives to resolve complex customer service inquiries
• Informs and educates new customers regarding preventative health care services available to the member and / or the child of the guardian
• Places outgoing phone calls for preventative services and to complete follow - up on customer service requests, as necessary
• Maintains timely, accurate documentation for all appropriate transactions
• Meets established productivity, schedule adherence, and quality standards with consistency
• Keeps management abreast of all outstanding issues
• Adapts procedures, processes, and techniques to meet the more complex position requirements
• Addresses special (ad - hoc) projects as appropriate
• Seeks involvement in continuous quality improvement initiatives
• Works bilingually - English and Spanish speaking
• Works independently
• Acts as a resource for others
• Other duties as assigned

Requirements:

• High School Diploma / GED or equivalent work experience
• Must be 18 years of age OR older
• 1+ years of customer service experience analyzing and solving customer problems
• Bilingual verbal and written fluency in English and Spanish
• Experience with computers and Windows PC applications, which includes the ability to learn new and complex computer system applications
• Experience performing 6+ hours a day making outbound calls
• Ability to work full-time, Monday - Friday. Employees are required to work during our normal business hours of 8:00am - 5:00pm Arizona Time Zone. It may be necessary, given the business need, to work occasional overtime
• 1+ years of pediatric medical office experience
• Experience with the Managed Healthcare industry
• Experience with EPSDT (Early and Periodic Screening Diagnostic and Treatment) Services