23 days old

Senior Customer Service Advocate - Hooksett, NH (Temporarily Remote) - 911815

Hooksett, NH 03106 Work Remotely
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  • Job Code
    911815

Its that time, isnt it? Youre ready for the next step forwardwithan opportunity to build on your skillsand assist those in need.It just so happens that theres never been a better time to become a part of the team at UnitedHealthcare.Now, you can take advantage of some of the best training and tools in the world to help serve our members by interfacing and solving issues with their health care.

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As part of ourMemberServicesteam, the support youprovidedirectlyimpacts our consumers, and their ability to live healthier lives.This is no small opportunity. This is where you can bring your compassion for others while building your career.

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This position is full-time (40 hours/week) Monday Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of (8:00am to 6:00pm). It may be necessary, given the business need, to work occasional overtime. Our office is located at 14 Central Park Drive, Hooksett, NH 03106.Training will be conducted virtuallyfrom your home.

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There are several steps in our hiring process. Please make sure that you have filled out all required sections of your employment application.Once you submit your completed application, you will receive an e-mail with information regarding next steps including any pre-employment assessment(s) that are required.Both your application and any required assessment(s) need to be completed before we can consider you for employment so the sooner you complete these two steps, the sooner you will hear from us. To learn more, go to:http://uhg.hr/OurApplicationProcess

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Primary Responsibilities

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  • Answer incoming phone calls fromour health insurance consumers(i.e.plan members,family members on the plan) and identify the type of assistanceneeded to address their concerns and answer their inquiries.
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  • Route applicable requests to rectify issues withclaims, benefits, pharmacy, enrollment and authorizations.
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  • Ensureconsumersatisfaction by deliveringa high quality of customer serviceand following through to resolve issues.
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  • Identify, anticipate and resolveadditionalissues to better serve theconsumer andeliminate possibleneedsfor future calls.
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This role is equally challenging and rewarding. Youll be on the phone for long periods of time interactingand empathizingwithour consumerswith the intent toidentify their complete needs, ensure they have confidence in the solution and verify they have a full understanding of what next steps need/will transpire.Within a high volume setting, youll need to develop knowledge of our varioussystemsandnumerous types ofbenefits within each product in order to best assist our customers.

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Youll 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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Required Qualifications

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  • High school diploma, GED or equivalent years of work experience
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  • 1+ years of experience with customer service OR experience in a medical office, health care, call center or office setting analyzing and solving customer problems including the use of conflict management skills and resolving stressful situations
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  • Experience with computer and Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications
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  • Must live in a location that can receive a UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet service
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  • If you need to enter a work site for any reason, you will be required to screen for symptoms using the ProtectWell mobile app, Interactive Voice Response (i.e., entering your symptoms via phone system) or similar UnitedHealth Group-approved symptom screener. When in a UnitedHealth Group building, employees are required to wear a mask in common areas. In addition, employees must comply with any state and local masking orders
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Preferred Qualifications

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  • Prior health care experience
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  • Knowledge of billing / finance and eligibility processes, practices and concepts
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Soft Skills:

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  • Experience communicating effectively in a professional environment
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  • Able to Critically think and use decision making skills to solve problems
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  • Adaptable to changes in workflow or process to meet business and customer demands
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  • Demonstrates compassion and empathy when appropriate to internal/external customers
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  • Works well in a structured/scheduled environment
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  • Analyze and interpret information using attention to detail
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UnitedHealth Group is an essential business. The health and safety of our team members is our highest priority, so we are taking a science driven approach to slowly welcome and transition some of our workforce back to the office with many safety protocols in place. We continue to monitor and assess before we confirm the return of each wave, paying specific attention to geography-specific trends. At this time, 90% of our non - clinical workforce transitioned to a work at home (remote) status. We have taken steps to ensure the safety of our 325,000 team members and their families, providing them with resources and support as they continue to serve the members, patients and customers who depend on us.

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You can learn more about all we are doing to fight COVID-19 and support impacted communities at: https://www.unitedhealthgroup.com/newsroom/addressing-covid.html

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Helping create positive customer experiences for our members can drive your sense of impact and purpose. Join us as we improve the lives of millions. Learn more about how you can start doing your life's best work.SM

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Careers with UnitedHealthcare.Let's talk about opportunity. Start with a Fortune 6 organization that's serving more than 85 million people already and building the industry's singular reputation for bold ideas and impeccable execution. Now, add your energy, your passion for excellence, your near-obsession with driving change for the better. Get the picture? UnitedHealthcare is serving employers and individuals, states and communities, military families and veterans where ever they're found across the globe. We bring them the resources of an industry leader and a commitment to improve their lives that's second to none. This is no small opportunity. It's where you can doyour life's best work.SM

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Diversity 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.

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UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.

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Keywords: customer service representative, customer service, CSR, UnitedHealth Group, call center, UnitedHealthcare, Optum, OptumRx, health care, healthcare, office, phone support, training class, hiring immediately

Posted: 2021-02-06 Expires: 2021-03-27

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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Senior Customer Service Advocate - Hooksett, NH (Temporarily Remote) - 911815

UnitedHealth Group
Hooksett, NH 03106

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