Position Description:Welcome to one of the toughest and most fulfilling ways to help people,including yourself. We offer the latest tools, most intensive training programin the industry and nearly limitless opportunities for advancement. Join us andstart doing your life's best work.Even if you have no prior experience, we have training classes starting soon tohelp you build the successful career that you want - apply today! We providethe support and structure; you provide the interest and motivation.Imagine being able to get answers to your health plan questions from someonewho speaks the same language as you do. Or, the opposite, not being able to getthe answers. At UnitedHealth Group, we want our customers to get thoseanswers by speaking to one of our Advocate4Me Representative. If you're fluentin English and Korean, we can show you how to put all of your skills, yourpassions and your energy to work in a fast - growing environment.When you join us as a Advocate4Me Representative for UnitedHealthcare,you'll have the opportunity to make a difference in the lives of our healthplan members each day as they look to you as their trusted advisor andadvocate. You'll be empowered to compassionately deliver an exceptionalexperience to between 50 to 70 callers per day - always remembering that thereis a real person on the other end of the phone who is looking for help,guidance, and support. You'll help them make informed decisions about theircare services by answering their questions, resolving their issues or helpingthem enroll in and / or select a health plan. You'll do this by developing andmaintaining a productive relationship and interaction with all callers, whileproviding personalized, and consultative education and information. Here,you'll join us on a mission to deliver the best customer service in the healthcare industry. Period. Your compassion and customer service expertise combinedwith our support, training and development will ensure your success. This is nosmall opportunity. This is where you can bring your compassion for others whiledoing your life's best work.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 correspondenceHelp 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 providerIntervene with care providers (doctor's offices) on behalf of the customer to assist with appointment scheduling or connections with internal specialists for assistance when neededAssist customers in navigating myuhc.com and other UnitedHealth Group websites and encourage and reassure them to become self - sufficientOwn problem through to resolution on behalf of the customer in real time or through comprehensive and timely follow - up with the memberResearch complex issues across multiple databases and work with support resources to resolve customer issues and / or partner with others to resolve escalated issuesProvide education and status on previously submitted pre - authorizations or pre - determination requestsMeet the performance goals established for the position in the areas of: efficiency, call quality, customer satisfaction, first call resolution and attendance
Required Qualifications: High School Diploma / GED (or higher) or 10+ years of equivalent working experienceBilingual fluency in English and Korean (speak, read, and write) Proficient in translating healthcare - related jargon and complex processes into simple, step - by - step instructions customers can understand and act upon All new hires will be required to successfully complete the Customer Service training classes and demonstrate proficiency of the materialAbility 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 overtime and / or weekends, as neededSoft Skills: Demonstrated 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 member Proficient problem solving approach to quickly assess current state and formulate recommendations 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 resilienceThere are several steps in our hiring process - it's a thorough process because we want to ensure the best job and culture fit for you and for us. In today's 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'll receive an email with next steps. This may include a link for an online 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 email. 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 do your life's best work. 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, Korean, bilingual
Our mission is to help people live healthier lives and to help make the health system work better for everyone.- We seek to enhance the performance of the health system and improve the overall health and well-being of the people we serve and their communities. - We work with health care professionals and other key partners to expand access to quality health care so people get the care they need... at an affordable price. - We support the physician/patient relationship and empower people with the information, guidance and tools they need to make personal health choices and decisions.