Customer Service Advocate

UnitedHealthcare is simplifying the health care experience and creating healthier communities. The Customer Service Advocate role involves resolving customer inquiries, educating them on health care options, and assisting with appointment scheduling while navigating various databases to provide effective support.

Responsibilities:

• Respond to and resolve, on the first call, customer service inquiries 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
• Assist customers in navigating myuhc.com and other UnitedHealth Group websites and encourage and reassure them to become self-sufficient

Requirements:

• High School Diploma / GED OR equivalent work experience
• Must be 18 years of age OR older
• 1+ years of phone-based customer service or call center experience
• 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
• Experience with Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications
• Ability to work full-time (40 hours/week) Monday - Friday. Employees are required to be able to work 9:30am - 6:00pm CST. It may be necessary, given the business need, to work occasional overtime
• Reside within Central and 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 (UHG requires a wired internet connection: cable, DSL or fiber internet service with Minimum speed standard of 25 Mb download/10-15 Mb upload. Wireless services such as satellite, hot spot, line of sight antenna cannot be used for telecommuting)
• All employees working remotely will be required to adhere to UnitedHealth Group's Telecommuter Policy
• 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 with PC based software programs and automated database management systems; Microsoft Excel (create, edit, sort, pivot spreadsheets), Microsoft Word (create & edit documents), Microsoft PowerPoint (create & edit presentations)