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

Role Description

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.

As a Bilingual (English/Spanish) Senior Customer Service Representative, you’ll compassionately deliver an exceptional experience to approximately 50–70 callers per day, starting at the Tier 1 level and progressing to Tier 2 after completing training and meeting quality performance standards. You'll also provide support to your team members by serving as a resource or subject matter expert.

Primary Responsibilities:

• Serve as a resource or Subject Matter Expert (SME)/Tier 2 for other team members or internal customers.
• Handle escalated calls, resolving more complex customer issues in a one and done manner.
• Answer incoming phone calls from customers and identify the type of assistance the customer needs (i.e. benefit and eligibility, billing and payments, authorizations for treatment and explanation of benefits (EOBs).
• Ask appropriate questions and listen actively to identify specific questions or issues while documenting required information in computer systems.
• Intervene with care providers (doctor’s offices) on behalf of the customer to assist with appointment scheduling or connections with internal specialists for assistance when needed.
• Assist customers in navigating UnitedHealth Group websites and encourage and reassure them to become self-sufficient.
• Own problem through to resolution on behalf of the customer in real time or through comprehensive and timely follow-up with the member.
• Research complex issues across multiple databases and work with support resources to resolve customer issues and/or partner with others to resolve escalated issues.
• Provide education and status on previously submitted pre-authorizations or pre-determination requests.
• Meet the performance goals established for the position in the areas of: efficiency, call quality, provider satisfaction, first call resolution and attendance.

Qualifications

• High School Diploma / GED.
• Must be 18 years of age OR older.
• 1+ years of customer service experience OR 1+ years of experience in call center setting or phone support role.
• Experience with Microsoft Outlook (email and calendar management), and instant messaging software (e.g., Microsoft Teams, Slack, Zoom Chat).
• Familiarity with computer and Windows PC applications, which includes the ability to learn new and complex computer system applications.
• Bilingual fluency in English & Spanish.
• All new hires will be required to successfully complete Customer Service training, including passing all training assessments and demonstrating proficiency in the training material.
• Ability to attend training for the first two weeks with 100% attendance, Monday–Friday, 8:00 a.m. – 4:30 p.m. MST (hours may vary based on business needs).
• Ability to work full-time, Sunday - Saturday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of Sunday – Saturday 8:00am-11:00pm EST (October - March) & Monday – Friday 8:00am – 11:00pm EST (April – September).

Requirements

• 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.

Benefits

• Comprehensive benefits package.
• Incentive and recognition programs.
• Equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements).
• Hourly pay for this role will range from $18 - $32 per hour based on full-time employment.

Application Deadline

This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants.