Position Description:
When you are in the business of health care, you're in the business of people. At UnitedHealth Group we want every customer experience to be distinctly personal. The challenge is complex. When people call us for help, their focus is on getting the best care possible. We help them understand their benefits and their options. This part of their lives matters a lot to them and it matters just as much to us. Our customer service teams have a serious responsibility to make every contact informative, productive, positive, and memorable for what it says about how much we care.
Positions in this function are responsible for providing expertise and a high level of customer service support to our members, our customers, and/or our providers. This position receives and responds to inquiries from walk-in members regarding benefits, policies, procedures and protocols. Direct phone-based customer interaction to answer and resolve a wide variety of inquiries is also an essential part of the position. This position will provide excellent customer service to walk-in members and will be responsible to answer inbound call inquiries from members if not assisting a walk-in member.
Primary Responsibilities:
Acts as a customer advocate in providing assistance to resolve member's issues and problems Follow-up calls to members with resolution to identify issues in timely manner Resolves inquiries related to authorizations, claims, enrollment, and billing. Provides service requests to other departments as needed Fulfills material requests for members Maintains accurate member data, including addresses, phone numbers, and PCP changes Inputs data in system for record tracking and issue resolution Documents all issues in 'Communication Events' in a timely manner Proactively educates members on cover benefits, plan exclusions, and procedures to enhance total customer service experience Performs accountabilities in accordance with established organizational metrics. Identifies trends and continuously makes recommendations to improve processes Reports issues or problems with members, systems and processes to manager Assists and involves in member retention projects Performs other related projects and duties as assigned Meets established performance standards Demonstrates the ability to build and maintain productive working relationship with others and contribute as an effective team member Explains plan benefits and assist prospects to choose the most appropriate plan according to their needs Provides information on various plan designs and send out benefit package and sales materials Coordinates with Sales Rep. on prospect follow-up Collects and review enrollment application to ensure completeness Coordinates with Sales Administrative Assistant and Enrollment Dept. to ensure smooth enrollment process
Requirements:
High school diploma or GED or 10 years working equivalent experience. Candidates must be fluent (written and verbal) in Chinese (Cantonese and Mandarin) and English in order to be considered 1+ year moderate proficiency with Windows PC applications, which includes the ability to learn new and complex computer system applications is required 1+ year an intermediate level of MS Excel, Word and Access is required Ability to navigate a computer while on the phone is needed for this position Authorization to work in the United States Available to work 40 hours per week anytime within the operating hours of the site (9:00am - 5:30pm Monday - Friday)
Asset:
An associate's degree or higher Customer service experience, analyzing and solving customer problems
Soft Skills:
Excellent communication and analytical skills is a must Prior stable work experience Ability to multi-task, this includes ability to understand multiple products and multiple levels of benefits within each product Ability to remain focused and productive each day though tasks may be repetitive
Physical Requirements and Work Environment:
Frequent speaking, listening using a headset, sitting, use of hands/fingers across keyboard or mouse, handling other objects, long periods working at a computer Service center environment with moderate noise level due to Representatives talking, computers, printers, and floor activity
Careers with UnitedHealthcare . Let's talk about opportunity. Start with a Fortune 17 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 do your life's best work .
Diversity creates a healthier atmosphere: 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.
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