Bilingual English and Spanish Senior Customer Service Representative

UnitedHealthcare is hiring a Senior Customer Service Representative to contact Medicaid members and help them schedule preventive health services with their assigned doctors. The role also supports members with transportation needs, answers service inquiries, and documents interactions in a bilingual English- and Spanish-speaking capacity.

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
• Experience making outbound calls in a high-volume environment
• 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
• Excels at managing multiple tasks simultaneously while maintaining high levels of accuracy and efficiency, ensuring all responsibilities are completed in a timely manner
• Demonstrated skill in quickly building rapport and responding to customers compassionately by identifying and exceeding their expectations. Consistently responds in a respectful, timely manner, and meets commitments
• 1+ years of pediatric medical office experience
• Experience with the Managed Healthcare industry
• Experience with EPSDT (Early and Periodic Screening Diagnostic and Treatment) Services