[Hiring] Customer Resolution Advocate @UnitedHealth Group

Role Description

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 equitable. Ready to make a difference? Join us to start Caring. Connecting. Growing together.

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 8:30am – 5:30pm CT, including the flexibility to work 1 day per week with a shift of 10:00am - 7:00pm CST. Employees are also required to work a Saturday from 8:00am – 1:00pm CST approximately every 6-8 weeks. It may be necessary, given the business need, to work occasional overtime and weekends.

We offer 4 weeks of paid training. The hours during training will be 8:30am to 5:30pm CST, Monday - Friday. The candidate must be able to study for and obtain a health and life insurance agent license within 90 days of the hire date. This is a company paid benefit and you may keep the license throughout your career journey. No license is required to start the job, and it is company paid. Training will be conducted virtually from your home.

If you are located within Texas, you will have the flexibility to work remotely as you take on some tough challenges.

Primary Responsibilities:

• Provide expertise and customer service support to members, customers, and/or providers.
• Serve as the liaison to a complex customer base to manage first level response and resolution of escalated issues with external and internal customers.
• Identify and resolve operational problems using defined processes, expertise and judgment.
• Investigate claim and/or customer service issues as identified and communicate resolutions to customers.
• Provide feedback to team members regarding improvement opportunities.

This role is equally challenging and rewarding. Within a high-volume environment, you’ll need to model and act as an ambassador for the company while solving complex health care inquiries. The Customer Resolution Advocate acts as a customer advocate to resolve escalating and complex issues. 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.

Qualifications

• High School Diploma/GED.
• 2+ years of customer service experience analyzing and solving complex customer problems.
• 1+ years of experience within the healthcare insurance industry.
• Experience with computer and Microsoft Office software applications including:
  • Microsoft Word (creating, editing, saving and sharing documents).
  • Microsoft Excel (creating, saving, editing, sharing files).
  • Microsoft Outlook (creating rules and using calendar, creating, copying, editing and sending correspondence).
• Ability to work an 8-hour shift between the hours of 8:30am – 5:30pm CST Monday – Friday, including the flexibility to work one 10:00am – 7:00pm CST shift per week and one Saturday from 8:00am – 1:00pm CST every 6-8 weeks. It may be necessary, given the business need, to work occasional overtime and weekends.
• Must be 18 years of age OR older.

Preferred Qualifications

• Bilingual fluency in English and Spanish.

Telecommuting Requirements

• Reside within TX.
• 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

• 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.
  • 401k contribution (all benefits are subject to eligibility requirements).
• The hourly pay for this role will range from $20.38 to $36.44 per hour based on full-time employment.