1+ months

Storefront Customer Service Advocate - The Villages, FL

The Villages, FL 32162
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  • Job Code
    825715
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.

 

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.


As a Storefront Customer Service Advocate, you'll compassionately deliver an exceptional experience to members between 20 to 25 callers per day and 15 - 20 walk - ins, always remembering that there is a real person on the other end of the phone who is looking for help, guidance, and support. You'll also provide support to your 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. This position is full - time (40 hours / week) with our site Hours of Operation from 8:30 AM to 5:00 PM Monday - Friday. We do require our employees to be flexible enough to work any shift, any day of the week during those hours.


Primary Responsibilities:

  • Serve as a resource or Subject Matter Expert (SME) for other team members or internal customers
  • Handle escalated calls, resolving more complex customer issues in a one and done manner
  • Assist with member walk - ins at the store location
  • Answer incoming phone calls from customers and identify 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
  • Own problem through to resolution on behalf of the customer in real time or through comprehensive and timely follow - up with the member
  • 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, call quality, provider satisfaction, first call resolution and attendance
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Posted: 2019-07-31 Expires: 2019-11-02

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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Storefront Customer Service Advocate - The Villages, FL

UnitedHealth Group
The Villages, FL 32162

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