Position Description: Even if you have no prior experience, we have training classes starting soon to help you build the successful career that you want - apply today!Turn on the news on any night of the week and you're likely to hear about the changes that are sweeping through our health care system. It's dramatic. It's positive. And it's being led by companies like UnitedHealth Group. Now, you can take advantage of some of the best training and tools in the world to help serve our existing and new customers. You'll take as many as 50-70 calls per day from customers who have questions about their health benefits. As their advocate, you'll use your personality and our tools to help them through the health care benefits available to them, including helping them enroll in a new plan. This is no small opportunity. This role is equally challenging and rewarding. You'll be called on to research complex issues pertaining to the caller's health, status and potential plan options. To do this, you'll need to navigate across multiple databases which requires fluency in computer navigation and toggling while confidently and compassionately engaging with the caller.Primary Responsibilities: Provide in language service to Korean and English speaking customers over the phoneOwn problem through to resolution on behalf of the member in real time or through comprehensive and timely follow-up with the member Effectively refers and enrolls members to appropriate internal specialists and programs, based on member's needs and eligibility 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 correspondence. Resolve member service inquiries related to: Medical benefits, eligibility and claimsTerminology and plan design Financial spending accounts Pharmacy benefits, eligibility and claims Correspondence requests Educate members about the fundamentals of health care benefits including: Managing health and well being Maximizing the value of their health plan benefits Selecting the best health plan to meet their health needs Choosing a quality care provider and appointment scheduling Premium provider education and steerage Pre-authorization and pre-determination requests and status Assist members in appointment scheduling to proactively address gaps in care Intervene with care on behalf of the customer to assist with appointment scheduling or connections with internal specialists for assistance when needed Research complex issues across multiple databases and work with support resources to own the resolution of all customer issues and anticipate their future healthcare needs or potential opportunities to improve the experienceProvide education and status on previously submitted pre-authorizations or pre-determination requests Meet the performance goals established for the position in the areas of: efficiency, call quality, customer satisfaction, first call resolution and attendance Maximizes use of community services, support programs, and resources available to members
Required QualificationsHigh school diploma / GED or higher Familiarity with computer and Windows PC applications, which includes the ability to navigate and learn new and complex computer system applicationsProficient in translating healthcare-related jargon and complex processes into simple, step-by-step instructions customers can understand and act uponBilingual Fluency in English and KoreanAbility to work any shift between hours of 9a-8:30p with the flexibility to adjust daily schedule, and work over-time and / or weekends, as neededUpon hire you must successfully complete the UnitedHealthcare Operations new hire training and demonstrate proficiency, as well as successfully complete the UnitedHealthcare Operations Customer Service Advocate training classes and demonstrate proficiency of the material.Preferred Qualifications1+ years of customer service experiencePrior health care experienceSoft Skills:Demonstrated ability to listen skillfully, collect relevant information, build rapport and respond to customers in a compassionate mannerProficient conflict management skills to resolve issues in stressful situationDemonstrated ability to quickly build rapport and respond to customers in a compassionate manner by identifying and exceeding customer expectations (responding in respectful, timely manner and delivering on commitments) Demonstrated ability to listen skillfully, collect relevant information, determine immediate requests and identify the current and future needs of the member Ability to overcome objections and persuade members to take action / change behavior Ability to utilize multiple systems/platforms while on a call with a member – strong computer skills and technical aptitude Proficient problem solving approach to quickly assess current state and formulate recommendations Flexibility to customize approach to meet all types of member communication styles and personalities Excellent conflict management skills including: Professionally and adeptly resolve issues while under stress Diffuse conflict and member distress Demonstrate personal resilience Strong verbal and written communication skills. Solid time management skills Strong attention to detail Physical Requirements and Work Environment: Frequent speaking, listening using a headset, sitting, use of hands/fingers across keyboard or mouse, handling other objects, long periods working at a computerAbility to work regularly scheduled shifts within our hours of operation (Monday to Friday 9am to 8:30pm eastern time), where lunches and breaks are scheduled, with the flexibility to adjust daily schedule, and work over-time and/or weekends, as needed Careers at UnitedHealthcare Employer & Individual. We all want to make a difference with the work we do. Sometimes we're presented with an opportunity to make a difference on a scale we couldn't imagine. Here, you get that opportunity every day. As a member of one of our elite teams, you'll provide the ideas and solutions that help nearly 25 million customers live healthier lives. You'll help write the next chapter in the history of health care. And you'll find a wealth of open doors and career paths that will take you as far as you want to go. Go further. This is your life's best work.SMDiversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity/Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.Key words: customer service representative, customer service, CSR, UnitedHealth Group, call center, UnitedHealthcare, health care, office, phone support, training class
Internal Number: 753327
About UnitedHealth Group
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.