Bilingual English / Spanish Complex Government Customer Care Representative

UnitedHealth Group Inc.•Las Vegas, NV

53d•$18 - $32•Onsite

About The Position

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.â¯Or, the opposite, not being able to get the answers.â¯At UnitedHealth Group, we want our customers to get those answers by speaking to one of our Bilingual Representatives.â¯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 Challenge can often be its own reward. But why settle for just being challenged when you can also be nurtured, mentored and supported as you make an impact in a fast paced career? At UnitedHealthcare, part of the UnitedHealth Group family of businesses, you can have all of the above, every day. Now, you can take advantage of some of the best training and tools in the world to help serve our existing and new customers. As a 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. This position is full-time (40 hours/week) Monday - Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 8:00am - 6:00pm PST. It may be necessary, given the business need, to work occasional overtime. We offer 4 weeks of training. The hours during training will be 8:00am - 4:30pm PST, Monday - Friday. 100% attendance is required. Training will be conducted on-site.

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 customer service experience in a call-center environment OR in a medical office, health care setting analyzing and solving customer problems
Microsoft Outlook (email and calendar management)
Microsoft Excel (create, edit, sort, filter spreadsheets)
Experience with Windows PC applications-Microsoft Word (create correspondence and work within templates)
Ability to work at 2720 N Tenaya Way, Las Vegas, NV, 89128.
Ability to work full-time (40 hours/week) Monday - Friday. Employees are required to have flexibility to work any of our 8 hour shift schedules during our normal business hours of 8:00am - 6:00pm PST. It may be necessary, given the business need, to work occasional overtime.
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 situations

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 becoming self sufficient with our tools
Other duties as assigned