Customer Service Advocate

UnitedHealth Group•Fort Wayne, IN

3d•$18 - $32•Remote

About The Position

This position is Remote in the state of Indiana. You will have the flexibility to work remotely as you take on some tough challenges. 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. This is a full-time position (40 hours per week), Monday through Friday. Employees must be available to work an 8-hour shift scheduled between 7:00 AM and 7:00 PM CST. Based on business needs, occasional overtime may be required. In addition, weekend work may be required during the annual peak period from January 1 through April 1. We offer 9 weeks of paid training. The hours during training will be 8:30am- 5:00pm CST Monday - Friday. 100%25 attendance is required during training. Training will be on camera. Watch this video to understand the expectations of being a remote worker with UnitedHealthcare. This role is equally challenging and rewarding. You’ll be called on to research complex issues pertaining to the caller’s health, status and potential plan options. To do this, you’ll need to navigate across multiple databases which require fluency in computer navigation and toggling while confidently and compassionately engaging with the caller. You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear directions on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

Requirements

High School Diploma / GED OR equivalent work experience
Must be 18 years of age OR older
1+ years of phone-based customer service or call center experience
This position involves member calls, with an expected volume of 50 - 70 calls daily. It requires full attention to work duties. Employees in this role must ensure they have uninterrupted work time during their shifts, except for scheduled breaks and lunch periods
Experience with Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications
Ability to work full-time position (40 hours per week), Monday through Friday. Employees must be available to work an 8-hour shift scheduled between 7:00 AM and 7:00 PM CST. Based on business needs, occasional overtime may be required. In addition, weekend work may be required during the annual peak period from January 1 through April 1.

Nice To Haves

Health Care/Insurance environment (familiarity with medical terminology, health plan documents, or benefit plan design)
Social work, behavioral health, disease prevention, health promotion and behavior change (working with vulnerable populations)
Sales or account management experience
Experience with PC based software programs and automated database management systems; Microsoft Excel (create, edit, sort, pivot spreadsheets), Microsoft Word (create & edit documents), Microsoft PowerPoint (create & edit presentations)

Responsibilities

Respond to and resolve, on the first call, customer service inquiries 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 select the best benefit plan options, maximize the value of their health plan benefits and choose 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 myuhc.com and other UnitedHealth Group websites and encourage and reassure them to become self-sufficient