Plan Advisor Representative

UnitedHealth Group•Tampa, FL

1d•$18 - $32•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. UMR, UnitedHealthcare’s third-party administrator (TPA) solution, is the nation’s largest TPA. When you work with UMR, what you do matters. It's that simple . . . and it's that rewarding. In providing consumer - oriented health benefit plans to millions of people; our goal is to create higher quality care, lower costs and greater access to health care. Join us and you will be empowered to achieve new levels of excellence and make a profound and personal impact as you contribute to new innovations in a vital and complex system. Opportunities are endless for your career development and advancement within UMR due to our record-breaking growth. Regardless of your role at UMR, the support you feel all around you will enable you to do what you do with energy, quality, and confidence. So, take the first step in what is sure to be a fast - paced and highly diversified 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 7:00 AM - 7:00 PM CST. It may be necessary, given the business need, to work occasional overtime. We offer 13 weeks of paid training (depending on business needs). The hours during training will be 8:00 AM - 4:30 PM CST from Monday - Friday. Within 6 - 8 months after the initial training, you will attend an additional 5 weeks of training. 100%25 attendance during training is mandatory. Training will be conducted virtually from your home. Watch this video to understand the expectations of being a remote worker with UnitedHealthcare.

Requirements

High School Diploma / GED OR 10+ years of equivalent work experience
Must be 18 years of age OR older
1+ years of customer service experience in an office OR professional setting
This position will receive member calls up to 50 - 70 calls daily and requires full attention to work duties. Employees in this role must ensure they will have uninterrupted work time while they are on shift (outside of normally scheduled breaks and lunch)
Capability to participate in training classes and demonstrate understanding of the material, with OR without reasonable accommodation
Ability to work any of our full time (40 hours / week), 8-hour shift schedules during our normal business hours of 7:00 AM - 7:00 PM CST from Monday - Friday. It may be necessary, given the business need, to work occasional / voluntary overtime
Experience using a computer and Windows PC applications, which includes strong keyboard and navigation skills and learning new computer programs
Capability to quickly build rapport and respond to customers compassionately by identifying and exceeding their expectations (responding respectfully, timely, and consistently meeting commitments), with or without reasonable accommodations
Capability to listen skillfully, gather relevant information, determine immediate requests, and identify the current and future needs of the member, with or without reasonable accommodations
Flexibility to customize approach to meet all types of member communication styles and personalities
Proficient problem solving approach to quickly assess current state and formulate recommendations
Proficient conflict management skills, including the capability to resolve issues in stressful situations and demonstrate personal resilience, with or without reasonable accommodations
Capability to manage multiple tasks and comprehend various products and their respective benefit levels, with or without reasonable accommodations

Nice To Haves

Familiarity with medical OR dental terminology, health plan documents, OR benefit plan design
Experience with utilizing multiple systems / platforms while on a call with a member

Responsibilities

Provide an exceptional customer service experience when responding to and resolving 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
Research complex issues (such as Medical, Dental, Flex Spending, Pharmacy, etc.) across multiple databases and work with support resources to resolve customer issues and/or partner with others to resolve escalated issues
Own issue through to resolution on behalf of the member in real time or through comprehensive and timely follow-up with the member
Apply creative solutions and effective problem solving techniques to address members’ needs
Educate the member on health incentives offered by their employer as well as consumer driven health products; HSA, HRA, and HDHP - some resulting in additional healthcare dollars for the member to utilize
Educate the caller on the benefits of a primary care physician and help to ensure / educate that all preventive screenings have been completed
Intervene with care providers (doctor’s offices) on behalf of the member to assist with appointment scheduling or other matters when needed
Address complex issues with an awareness of when to refer complicated situations to various departments or leadership for further assistance
Translate healthcare - related terms or terminology and complex processes into simple, step - by - step instructions which members can understand