Job Details

Senior Customer Service Advocate Cypress, CA Military veterans preferred

Company name
UnitedHealth Group

Location
Cypress, CA

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Grow your career
with an industry leader! We have training classes starting soon. Apply
now!
You love problem
solving and you love helping people. How about a career where you can do both?
As a member of UnitedHealthcare's elite customer service team, you\u2019ll work
directly with our customers to help them navigate the health care system. You\u2019ll
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 doing\u00a0your life's best work.\u00a0sm
As
a\u00a0Senior Customer Service Advocate, you\u2019ll provide our members 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 help 50 to 70
callers, in a compassionate and empathetic manner, providing guidance, support,
and escalating issues. This is your chance to be a sought out as an advisor and
advocate to your customer. You have the opportunity to exceed expectations and
improve the lives of our customers every day.\u00a0

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 (5:00am -5:00pm). It may be necessary, given the business
need, to work occasional overtime or weekends. Our office is located at 5757
Plaza Drive, Cypress, CA 90630.
\u00a0
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
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
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

Intervene with care providers (doctor\u2019s offices) on behalf of
the customer to assist with appointment scheduling or connections with internal
specialists for assistance when needed
Assist customers in navigating myuhc.com and other 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\u00a0
Research complex issues across multiple databases and work with
support resources to resolve customer issues and/or partner with others to
resolve escalated issues\u00a0
Provide education and status on previously submitted
pre-authorizations or pre-determination requests

1 year Customer Service Representative (CSR) experience or 1
year experience in an office setting, call center setting or phone support role
preferred, but not required
An education level of at least a high school diploma or GED OR
10 years of equivalent working experience
Demonstrated ability to quickly build rapport and respond to
customers in a compassionate manner by identifying and exceeding customer
expectations (responding in respectful, timely manners, consistently meeting
commitments)
Demonstrated ability to listen skillfully, collect relevant
information, determine immediate requests and identify the current and future
needs of the member
Proficient problem solving approach to quickly assess current
state and formulate recommendations
Proficient in translating healthcare-related jargon and complex
processes into simple, step-by-step instructions customers can understand and
act upon
Flexibility to customize approach to meet all types of member
communication styles and personalities
Proficient conflict management skills to include ability to
resolve issues in a stressful situation and demonstrating personal
resilience
Ability to work regularly scheduled shifts within our hours of
operation including the training period where lunches and breaks are scheduled,
with the flexibility to adjust daily schedule, and work over-time and/or
weekends, as needed
All new hires will be required to successful complete the
Customer Service training classes and demonstrate proficiency of the
material\u00a0

\u00a0
There are several steps in our
hiring process -\u00a0it\u2019s\u00a0a
thorough\u00a0process because we want to ensure the best job and
culture fit for you and for us. In today\u2019s 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, you\u2019ll receive an email with next steps. This may include a link
for an\u00a0\u00a0on-line pre-screening test(s) (or what we call an
assessment)\u00a0that we ask you to complete as part of our selection
process.\u00a0\u00a0You 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.\u00a0http://uhg.hr/OurApplicationProcess
Careers
with UnitedHealthcare.\u00a0Let'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
do\u00a0your life's best work.SM
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.
UnitedHealth
Group is a drug-free workplace. Candidates are required to pass a drug test
before beginning employment.

Keywords: customer service
representative, customer service, CSR, UnitedHealth Group, call center,
UnitedHealthcare, Optum, health care, office, phone support, training class,
SME, Senior, SR

Company info

UnitedHealth Group
Website : http://www.unitedhealthgroup.com/

Company Profile
About UnitedHealth Group 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. We are committed to introducing innovative approaches, products and services that can improve personal health and promote healthier populations in local communities. Our core capabilities in clinical care resources, information and technology uniquely enable us to meet the evolving needs of a changing health care environment as millions more Americans enter a structured system of health benefits and we help build a stronger, higher quality health system that is sustainable for the long term

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