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Customer Service Advocate (Dental/Vision) - San Antonio, TX more...
Location:San Antonio, TX
Company:UHC Benefit Ops - EandI Ops
First posted:May 03, 2017
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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! We provide the support and
structure, you provide the interest and motivation.

When you join us as a Customer Service Advocate for
UnitedHealthcare, youll have the opportunity to make a difference in the lives
of our health plan members each day as they look to you as their trusted advisor
and advocate. Youll be empowered to compassionately deliver an exceptional
experience to between 50 to 70 callers per day- always remembering that there
is a real person on the other end of the phone who is looking for help,
guidance, and support. Youll help them make informed decisions about their care
services by answering their questions, resolving their issues or helping them
enroll in and/or select a health plan.You'll do this by developing and
maintaining a productive relationship and interaction with all callers, while
providing personalized, and consultative education and information. Here, youll
join us on a mission to deliver the best customer service in the health care
industry. Period. Your compassion and customer service expertise combined with
our support, training and development will ensure your success. This is no small
opportunity. This is where you can bring your compassion for others while
doingyour life's best work.SM

This position is full-time (40 hours/week). Employees are
required to have flexibility to work any of our 8 hour shift schedules during
our normal business hours of (7:00am to 10:00pm, Monday-Friday and
8:00am-5:30pm, Saturday). It may be necessary, given the business need, to work
occasional overtime or weekends. Our office is located at 6200 Northwest Pkwy,
San Antonio, TX 78249.

To learn even more about this position, hear from
other Customer Service Advocates. Click here to watch a short video about the
job:(please use the apply button below)
(Note: these videos are labeled with our internal
job title of Health Advisor)

Primary Responsibilities:
Respond to and resolve on the first call, customer service
inquires and issues by identifying the topic and type of assistance the caller
needs such as benefits, eligibility and claims, financial spending accounts and
correspondence.
Help guide and educate customers about the fundamentals and
benefits 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 (doctors offices) on behalf of
the customer to assist with appointment scheduling or connections with internal
specialists for assistance when needed
Assist customers in navigating (please use the apply button below) 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
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, customer satisfaction, first call resolution
and attendance

Prefer 1 year prior experience in an office
setting, call center setting or phone support role, but not
requiredAn education level of at least a high
school diploma or GED OR 10 years of equivalent working
experienceDemonstrated ability in using computer and
Windows PC applications, which includes strong keyboard and navigation skills
and learning new computer programsDemonstrated ability to quickly build
rapport and respond to customers in a compassionate manner by identifying and
exceeding customer expectations (responding in respectful, timely manner,
consistently meeting commitments)Demonstrated ability to listen skillfully,
collect relevant information, determine immediate requests and identify the
current and future needs of the memberProficient problem solving approach to
quickly assess current state and formulate recommendationsProficient in translating
healthcare-related jargon and complex processes into simple, step-by-step
instructions customers can understand and act uponFlexibility to customize approach to meet
all types of member communication styles and personalitiesProficient conflict management skills to
include ability to resolve issues in a stressful situation and demonstrating
personal resilienceAbility 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 neededAll new hires will be required to
successfully complete the Customer Service training classes and demonstrate
proficiency of the material
There are several steps in our hiring
process -its a thoroughprocess 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(s) (or what we call an assessment)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.(please use the apply button below)

Careers with UnitedHealthcare.Let'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 doyour 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, health care, office, phone support, training class, San
Antonio, TX, Texas

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