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Customer Service Advocate - Roanoke, VA more...
Location:Roanoke, VA
Company:UHC Benefit Ops - MandR Ops
First posted:June 14, 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,
you'll 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.
You'll 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. You'll 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, you'll 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 lifes best work.sm

This position is full-time (40 hours/week) Monday - Sunday. Employees are
required to have flexibility to work any of our 8 hour shift schedules during
our normal business hours (7am to 11pm). It may be necessary, given the business
need, to work occasional overtime or weekends. Our office is located at 3645
Thirlane Rd NW, Roanoke, VA 24019.

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 thorough process 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, you'll receive an email with next
steps. This may include a link for anon-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: 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

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