Don't wait to apply. We have training classesstarting soon that are designed to set you up for success!You want more challenge. You want more opportunity. Even more, you want thechance to make an impact the lives of others. We want more people like you.When you join us as a Customer Service Advocate for Optum, part of theUnitedHealth Group family of businesses, you'll have the opportunity to make adifference in the lives of our health plan members each day as they look to youas their trusted advisor and advocate. You'll be empowered to compassionatelydeliver an exceptional experience to between 50 to 70 callers per day alwaysremembering that there is a real person on the other end of the phone who islooking for help, guidance, and support. You'll help them make informeddecisions about their care services by answering their questions, resolvingtheir issues or helping them enroll in and/or select a health plan. You'll dothis by developing and maintaining a productive relationship and interactionwith all callers, while providing personalized, and consultative education andinformation. Here, you'll join us on a mission to deliver the best customerservice in the health care industry. Your compassion and customer serviceexpertise combined with our support, training and development will ensure yoursuccess. This is no small opportunity. This is where you can bring yourcompassion for others while doing yourlife's best work.(sm) To learn even more about this position, hear from other Customer ServiceAdvocates. Click here to watch a short video about the job: http://uhg.hr/customerserviceadvocate1 (Note: these videosare labeled with our internal job title of Health Advisor)PrimaryResponsibilities: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 correspondenceHelp guide and educate customers about the fundamentals and benefits of consumer-driven health care topics to include managing their health and well-being by selecting the best benefit plan options, maximizing the value of their health plan benefits and choosing a quality care providerIntervene with care providers (doctor's offices) on behalf of the customer to assist with appointment scheduling or connections with internal specialists for assistance when neededAssist customers in navigating myuhc.com and other UnitedHealth Group websites and encourage and reassure them to become self-sufficientOwn problem through to resolution on behalf of the customer in real time or through comprehensive and timely follow-up with the memberResearch complex issues across multiple databases and work with support resources to resolve customer issues and/or partner with others to resolve escalated issuesProvide education and status on previously submitted pre-authorizations or pre-determination requestsMeet the performance goals established for the positionin the areas of: efficiency, call quality, customer satisfaction, first callresolution and attendance
Our mission is to help people live healthier lives and to help make the health system work better for everyone.- We seek to enhance the performance of the health system and improve the overall health and well-being of the people we serve and their communities. - We work with health care professionals and other key partners to expand access to quality health care so people get the care they need... at an affordable price. - We support the physician/patient relationship and empower people with the information, guidance and tools they need to make personal health choices and decisions.