1+ months

Market Lead - Denver, CO

Denver, CO 80204
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  • Job Code
    858135

Welcome to one of the toughest and most fulfilling ways to help people, including yourself. We offer the latest tools, most intensive training program in the industry and nearly limitless opportunities for advancement. Join us and start doing your life's best work.

 

As a Market Lead, you will be responsible for the day - to - day operations of multiple UHC Medicare stores within a specific market, located in one of our partner Walgreens pharmacy retail locations. This role will offer storefront customer service to members as well as provide support to team members by serving as a resource or subject matter expert. Both of these are opportunities for you to identify and exceed our customer expectations by committing to and building strong relationships internally and externally. At the end, you'll know you performed with integrity and delivered the best customer service experience making all your customers and team members feel better because they talked to you.

 

Primary Responsibilities:

  • Responsible for the success of 3 stores within their market
  • Provide assistance to support learning objectives such as improving the proficiency and knowledge of systems and procedures for newly trained advocates at various Walgreen sites within a market.
  • Provide guidance to reference tools (mySME Job Aids / MIIM), reference items such as Tips of the Day, to assist advocate in properly addressing member issues
  • Share best practices (anecdotal stories, best practices, tips and / or -tricks-of-the-trade-)
  • Coordinate with pharmacy staff, sales agents, and HouseCalls practitioners to deliver a distinctive experience in the UHC Medicare stores
  • Offer excellent service to members by owning 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 requests on the first interaction, handle customer service inquires and issues by identifying the topic and type of assistance the member needs such as; benefits, eligibility and claims, financial spending accounts, and correspondence.
  • Assist with member walk - ins at the assigned store location
  • Assist both walk - ins and callers by identifying the type of assistance the customer needs (i.e. benefit and eligibility, billing and payments, authorizations for treatment and explanation of benefits (EOBs)
  • Ask appropriate questions and listen actively to identify specific questions or issues while documenting required information in computer systems
  • Intervene with care providers (doctor's offices) on behalf of the customer to assist with appointment scheduling or connections with internal specialists for assistance when needed
  • Assist customers in navigating UnitedHealth Group websites and encourage and reassure them to become self - sufficient
  • Research complex issues across multiple databases and work with support resources to resolve customer issues and / or partner with others to resolve escalated issues
  • Provide 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, customer satisfaction, quality, provider satisfaction, first call resolution, attendance, and assist members in appointment scheduling to proactively address gaps in care
  • Ability to overcome objections and persuade members to take action / change behavior
  • Maximizes use of community services, support programs, and resources available to member
  • You'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in

You'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

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Posted: 2020-01-04 Expires: 2020-03-06

UnitedHealth Group is the most diversified health care company in the United States and a leader worldwide in helping people live healthier lives and helping to make the health system work better for everyone.

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Market Lead - Denver, CO

UnitedHealth Group
Denver, CO 80204

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