Experienced Bilingual English and Spanish Senior Customer Service Representative - Remote Health Care Professional

Introduction to UnitedHealth Group

Imagine a career where you can make a real difference in people's lives, helping them navigate the complexities of the healthcare system and providing them with the support they need to live healthier lives. At UnitedHealth Group, we are dedicated to simplifying the healthcare experience, creating healthier communities, and removing barriers to quality care. As a leader in the healthcare industry, we are committed to innovation, excellence, and making a positive impact on the lives of millions of people. If you are passionate about delivering exceptional customer service, fluent in English and Spanish, and eager to join a dynamic team, we invite you to explore this exciting opportunity.

Job Overview

As a Bilingual English and Spanish Senior Customer Service Representative, you will play a vital role in our team, interacting with members and providers to assist with preventive screenings, medication adherence, and other healthcare-related inquiries. Your primary focus will be on reaching out to members and providers to help them navigate our healthcare system, addressing their concerns, and providing them with the support they need to make informed decisions about their health. You will be working in a fast-paced, dynamic environment, where no two days are ever the same, and you will have the opportunity to make a real difference in the lives of our members.

Key Responsibilities

• Respond to incoming customer service requests, both verbal and written, relating to STARS measures, and route/escalate member concerns through appropriate channels.
• Identify and assess customers' needs quickly and accurately, providing personalized support and guidance to help them navigate our healthcare system.
• Place outgoing phone calls to complete follow-up on customer service STARS-related measures, ensuring that our members receive the support they need to achieve their health goals.
• Work collaboratively with physicians and other healthcare providers to proactively assist members with coordinating appointments, requesting prescriptions, and arranging transportation.
• Ensure quality customer service for internal and external customers, maintaining a high level of professionalism, empathy, and understanding in all interactions.
• Maintain timely, accurate documentation for all appropriate transactions, ensuring that our members' records are up-to-date and accurate.
• Consistently meet established productivity, schedule adherence, and quality standards, demonstrating a commitment to excellence in all aspects of your work.

Essential Qualifications

To be successful in this role, you will need to possess the following essential qualifications:

• High School Diploma/GED or equivalent work experience.
• Must be 18 years of age or older.
• 1+ years of customer service experience analyzing and solving customer problems.
• Bilingual fluency in English and Spanish.
• Experience with Microsoft Office products, including Microsoft Word, Excel, and Outlook.
• Ability to work between the hours of 8:00 AM - 5:00 PM from Monday - Friday, with some overtime may be requested.

Preferred Qualifications

While not required, the following preferred qualifications will be considered an asset:

• Health Care/Insurance environment (familiarity with medical terminology, health plan documents, or benefit plan design).
• Social work, behavioral health, disease prevention, health promotion, and behavior change (working with vulnerable populations).
• Sales or account management experience.

Skills and Competencies

To excel in this role, you will need to possess the following skills and competencies:

• Ability to navigate a computer while on the phone.
• Ability to multi-task, including understanding multiple products and multiple levels of benefits within each product.
• Ability to remain focused and productive each day, despite repetitive tasks.
• Ability to execute own assignments under the direction of experienced staff.
• Ability to balance and prioritize multiple tasks.
• Seeks assistance as appropriate.
• Ability to trouble-shoot problems.
• Willing to work and contribute in a team environment.
• Ability to learn new and complex computer system applications.

Career Growth Opportunities and Learning Benefits

At UnitedHealth Group, we are committed to supporting the growth and development of our employees. As a Bilingual English and Spanish Senior Customer Service Representative, you will have access to a range of training and development opportunities, including:

• 4 weeks of on-the-job training to help you get started in your role.
• Ongoing coaching and feedback to support your growth and development.
• Opportunities to learn new skills and take on new challenges.
• A supportive team environment that encourages collaboration and innovation.

Work Environment and Company Culture

At UnitedHealth Group, we are proud of our diverse and inclusive workplace culture. We believe that everyone deserves the opportunity to live their healthiest life, and we are committed to creating an environment that is welcoming and supportive of all employees. As a Bilingual English and Spanish Senior Customer Service Representative, you will be working in a dynamic, fast-paced environment, where no two days are ever the same. You will be part of a team that is passionate about delivering exceptional customer service and making a positive impact on the lives of our members.

Compensation, Perks, and Benefits

We offer a competitive salary and a range of benefits, including:

• Comprehensive health insurance.
• 401(k) retirement savings plan.
• Paid time off and holidays.
• Opportunities for professional growth and development.
• A dynamic, supportive work environment.

Conclusion

If you are passionate about delivering exceptional customer service, fluent in English and Spanish, and eager to join a dynamic team, we invite you to apply for this exciting opportunity. As a Bilingual English and Spanish Senior Customer Service Representative, you will have the chance to make a real difference in the lives of our members, while also growing and developing your skills and career. Don't miss out on this opportunity to join a team that is dedicated to making a positive impact on the lives of millions of people. Apply now and take the first step towards a rewarding and challenging career with UnitedHealth Group.

Ready to Apply?

To apply for this role, please click on the link below. We look forward to receiving your application and exploring how you can contribute to our team.