[Hiring] Bilingual English and Spanish Senior Customer Service Representative @UnitedHealth Group

Role Description

This position is Remote in Arizona. You will have the flexibility to work remotely as you take on some tough challenges. The Senior Customer Service Representative is responsible for handling outbound member phone calls and assisting members with scheduling preventative health services with their assigned doctor. It is a production-based role, and you will be required to meet daily, monthly, and quarterly production numbers. The major focus is to outreach to our Medicaid members to assist them in scheduling with their doctor for preventative services. Job duties also include making sure we assist members with transportation if needed.

This position is full-time (40 hours/week) Monday - Friday. Employees are required to work during our normal business hours of 8:00am - 5:00pm Arizona Time Zone. It may be necessary, given the business need, to work occasional overtime.

• Ensures quality customer service for external customers by proactively reaching out to identify needs for preventative services and connecting them to the appropriate resources
• Partners with other customer service representatives to resolve complex customer service inquiries
• Informs and educates new customers regarding preventative health care services available to the member and/or the child of the guardian
• Places outgoing phone calls for preventative services and to complete follow-up on customer service requests, as necessary
• Maintains timely, accurate documentation for all appropriate transactions
• Meets established productivity, schedule adherence, and quality standards with consistency
• Keeps management abreast of all outstanding issues
• Adapts procedures, processes, and techniques to meet the more complex position requirements
• Addresses special (ad-hoc) projects as appropriate
• Seeks involvement in continuous quality improvement initiatives
• Works bilingually - English and Spanish speaking
• Works independently
• Acts as a resource for others
• Other duties as assigned

Qualifications

• High School Diploma / GED OR equivalent work experience
• Must be 18 years of age OR older
• 1+ years of customer service experience analyzing and solving customer problems
• Experience making outbound calls in a high-volume environment
• Bilingual verbal and written fluency in English and Spanish
• Experience with computers and Windows PC applications, which includes the ability to learn new and complex computer system applications
• Ability to work full-time (40 hours/week) Monday - Friday. Employees are required to work during our normal business hours of 8:00am - 5:00pm Arizona Time Zone. It may be necessary, given the business need, to work occasional overtime

Preferred Qualifications

• 1+ years of pediatric medical office experience
• Experience with the Managed Healthcare industry
• Experience with EPSDT (Early and Periodic Screening Diagnostic and Treatment) Services

Telecommuting Requirements

• Reside within Arizona
• 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

Soft Skills

• Excels at managing multiple tasks simultaneously while maintaining high levels of accuracy and efficiency, ensuring all responsibilities are completed in a timely manner
• Demonstrated skill in quickly building rapport and responding to customers compassionately by identifying and exceeding their expectations. Consistently responds in a respectful, timely manner, and meets commitments

Benefits

• Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc.
• In addition to your salary, we offer benefits such as a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements)
• The hourly pay for this role will range from $18 - $32 per hour based on full-time employment