Bilingual English and Spanish Customer Service Representative

UnitedHealth Group•Tampa, FL

2d•$16 - $29•Remote

About The Position

This position is National Remote. You’ll enjoy the flexibility to telecommute from anywhere within the U.S. as you take on some tough challenges. Cuando se trata de salir adelante y tienes la voluntad de ganar, vamos a llamarlo gran potencial de carrera! Imagine being able to get answers to your health plan questions from someone who speaks the same language as you do. Or, the opposite, not being able to get the answers. At UnitedHealth Group, we want our customers to get those answers by speaking to one of our Bilingual Representatives. If you're fluent in English and Spanish, we can show you how to put all of your skills, your passions and your energy to work in a fast - growing environment. Optum Insight is improving the flow of health data and information to create a more connected system. We remove friction and drive alignment between care providers and payers, and ultimately consumers. Our deep expertise in the industry and innovative technology empower us to help organizations reduce costs while improving risk management, quality and revenue growth. Ready to help us deliver results that improve lives? Join us to start Caring. Connecting. Growing together. This position is full-time Monday - Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 8am - 5pm EST. It may be necessary, given the business need, to work occasional overtime. This will be on the job training and the hours during training will be during normal business hours.

Requirements

High School Diploma / GED
Must be 18 years of age OR older
1+ years of experience working in a role with a high volume of either inbound or outbound calls
1+ years of experience in customer service
Familiarity with computer and Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications
Bilingual fluency in English and Spanish
Ability to work Monday – Friday, 08:00AM – 05:00PM EST
Ability to keep all company sensitive documents secure (if applicable)
Required to have a dedicated work area established that is separated from other living areas and provides information privacy
Must live in a location that can receive a UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet service
Demonstrated ability to listen skillfully, collect relevant information, build rapport and respond to customers in a compassionate manner
Proficient conflict management skills to resolve issues in a stressful situation
All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter Policy
Candidates are required to pass a drug test before beginning employment.

Nice To Haves

1+ years of experience in a related environment (i.e. office, administrative, clerical, customer service, etc.) using phones and computers as the primary job tools
1+ years of experience in healthcare customer service
1+ years of experience in a role that requires patient interaction, either in person or over the phone
Health care experience
Experience working within financial counseling in a Hospital or Physician office, including success obtaining patient demographic and financial information

Responsibilities

Handle 100 inbound/outbound phone calls per day from customers and identify the type of assistance the customer needs.
Ensures timely and accurate documentation of all notes and encounters in applicable database.
Ability to handle sensitive information and maintain HIPAA compliance.
Ask appropriate questions and listen actively to identify specific questions or issues while documenting required information in computer systems
Assist with appointment scheduling and completing eligibility screening with callers.
Research complex issues across multiple databases and work with support resources to resolve customer issues and/or partner with others to resolve escalated issues
Research complex issues across multiple databases.
Confidently and compassionately engage in dialogue with the caller.