Bilingual English Spanish Complex Customer Care Representative
About The Position
This position is Onsite. Our office is located at 2720 N Tenaya Way Las Vegas, NV 89128. 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. At UnitedHealthcare, we’re simplifying the health care experience, creating healthier communities and removing barriers to quality care. The work you do here impacts the lives of millions of people for the better. Come build the health care system of tomorrow, making it more responsive, affordable and optimized. Ready to make a difference? Join us to start Caring. Connecting. Growing together As a Complex Customer Care Representative, you’ll provide our members with the information they need to make better decisions about their health, helping them get access to the right care the first time. Every day, you'll provide compassionate and empathetic support to 50 to 70 callers providing guidance, support, and resolution for escalated issues. This is no small opportunity. This is where you can bring your compassion for others while building your career.
Requirements
- High School Diploma / GED OR equivalent years of work experience
- Must be 18 years of age OR older
- Bilingual fluency in English and Spanish
- 2+ years of experience providing customer service in a call center, medical office, or healthcare environment, including analyzing customer concerns, resolving issues, and delivering effective solutions.
- Experience with Windows PC applications - Microsoft Word (create correspondence and work within templates), Microsoft Excel (create, edit, sort, filter spreadsheets), Microsoft Outlook (email and calendar management)
- Reside within a commutable distance to office 2720 N Tenaya Way Las Vegas, NV 89128
Nice To Haves
- Demonstrated ability to listen skillfully, collect relevant information, build rapport, and respond to customers in a compassionate manner
- Proficient in translating health care - related jargon and complex processes into simple, step - by - step instructions customers can understand and act upon
- Proficient conflict management skills including the ability to resolve stressful situation
Responsibilities
- Handle escalated calls, resolving more complex customer issues
- Demonstrate outstanding service to identify the source of the caller’s issue and work to resolve the inquires in a timely and professional manner
- Help guide and educate customers about the fundamentals and benefits of consumer-driven health care topics such as selecting the best benefit plan options, maximizing the value of their health plan benefits and choosing a quality care provider
- Contact care providers (doctor’s offices) on behalf of the customer to assist with appointment scheduling or connections with internal specialists for assistance
- Assist customers in navigating the online member center and other websites while encouraging and reassuring them to become self-sufficient with our tools
Benefits
- a comprehensive benefits package
- incentive and recognition programs
- equity stock purchase
- 401k contribution
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
