Bilingual English and Spanish Senior Customer Service Representative

UnitedHealthcare is simplifying the health care experience and creating healthier communities. The Senior Customer Service Representative is responsible for assisting members with scheduling preventative health services and ensuring quality customer service by reaching out to identify needs and connecting them to the appropriate resources.

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