3 days old

Senior Customer Service Advocate - Work from Home - 2000091

Hooksett, NH 03106
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  • Job Code
    2000091

If you are located in the San Antonio, TX, Shelton, CT, or Hooksett, NH area, you will have the flexibility to telecommute (work from home) as you take on some tough challenges.

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Grow your career with an industry leader! We have training classes starting soon. Apply now!

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You love problem solving and you love helping people. How about a career where you can do both? As a member ofUnitedHealthcare'selite customer service team, youll work directly with our customers to help them navigate the health care system. Youll be empowered to resolve the most complex health care related concerns, helping to connect the dots for our customers. Your ability to provide exceptional customer service will truly make a difference in the lives of our members. Join us and start doingyour lifes best work.SM

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As aCustomer Service Advocate, youll provide our customers with the information they need to make better decisions about their health, helping them get access to the right care the first time. Every day, you'll provide compassionate and empathetic support to 50 to 70 callers providing guidance, support, and resolution for complex issues. 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 7:00am 5pm CST or 8:00am - 6:00pm EST. It may be necessary, given the business need, to work occasional overtime. Our offices are located at:

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  • 4 Research Parkway, Shelton, CT 06484
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  • 6200 Northwest Parkway, San Antonio, Texas 78249
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  • 14 Central Park Drive, Hooksett, NH 03106
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*All Telecommuters will be required to adhere to UnitedHealth Groups Telecommuter Policy.

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There are several steps in our hiring process - its a thorough process because we want to ensure the best job and culture fit for you and for us. In todays ultra-competitive job market, the importance of putting your best foot forward is more important than ever. And you can start by completing all required sections of your application. (i.e. profile, history, certifications and application/job questions). Once you submit your resume, youll receive an email with next steps. This may include a link for an on-line pre-screening test that we ask you to complete as part of our selection process.You may also be asked to complete a digital video interview, but we will offer full instructions and tips to help you. After you have completed all of these steps, you can check on the status of your application at any time, but you will also be notified via e-mail.http://uhg.hr/OurApplicationProcess

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Primary Responsibilities:

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  • Handle escalated calls, resolving more complex customer issues in a one and done manner
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  • Demonstrate outstanding service to identify the source of the issue and work to resolve customer inquiries and issues in a timely and professional manner, related to benefits, eligibility and claims, financial spending accounts and correspondence
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  • Help guide and educate customers about the fundamentals and the benefits to them 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 provider
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  • Intervene with care providers (doctors offices) on behalf of the customer to assist with appointment scheduling or connections with internal specialists for assistance when needed
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  • Assist customers in navigating myuhc.com and other UnitedHealth Group websites and encourage and reassure them to become self-sufficient
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  • Own problem through to resolution on behalf of the customer in real time or through comprehensive and timely follow-up with the member
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  • Research complex issues across multiple databases and work with support resources to resolve customer issues and/or partner with others to resolve escalated issues
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  • Provide education and status on previously submitted pre-authorizations or pre-determination requests
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This role is equally challenging and rewarding. Youll be called on to research complex issues pertaining to the callers health, status and potential plan options. To do this, youll need to navigate across multiple databases which requires fluency in computer navigation and toggling while confidently and compassionately engaging with the caller.

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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 higher) OR equivalent work experience
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  • Minimum of 3+ years of combined education, work and/or volunteer experience
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Preferred Qualifications:

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  • Health Care/Insurance environment (familiarity with medical terminology, health plan documents, or benefit plan design)
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  • Behavioral health, disease prevention, health promotion and behavior change (working with vulnerable populations)
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  • Sales or account management experience
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  • Customer Service Experience
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Telecommuting Requriements:

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  • Must live within a 120 mile radius from San Antonio, TX, Shelton, CT, or Hooksett, NH
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  • Required to have a dedicated work area established that is separated from other living areas and provides information privacy
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  • Ability to keep all company sensitive documents secure (if applicable)
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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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Military & Veterans find your next mission:We know your background and experience is different and we like that. UnitedHealth Group values the skills, experience and dedication that serving in the military demands. In fact, many of the values defined in the service mirror what the UnitedHealth Group culture holds true: Integrity, Compassion, Relationships, Innovation and Performance. Whether you are looking to transition from active duty to a civilian career, or are an experienced veteran or spouse, we want to help guide your career journey. Learn more athttps://uhg.hr/transitioning-military

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Learn how Teresa, a Senior Quality Analyst,works withmilitary veterans and ensures they receive the best benefits and experience possible.https://uhg.hr/vet

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Helping create positive customer experiences for our providers and 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 doingyour lifes best work.SM

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Careers with UnitedHealthcare. Let's talk about opportunity. Start with a Fortune 10 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 wherever 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 lifes 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 Groupis 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,work at home, work from home, WAH, WFH, remote, telecommute, hiring immediately, Derby, Trumbull, Sunnyside, CT#rpo, #rCSJF527

Posted: 2021-07-21 Expires: 2021-08-20

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 - Work from Home - 2000091

UnitedHealth Group
Hooksett, NH 03106

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