Job details
Job type full-time
Full job description
Turn on the news on any night of the week and you’re likely to hear about the changes that are sweeping through our health care systemIt’s dramaticIt’s positiveAnd it’s being led by companies like unitedhealth group Now, you can take advantage of some of the best training and tools in the world to help serve our existing and new customers.
As a storefront customer service advocate , you`ll compassionately deliver an exceptional experience to members at our office in one of our partner pharmacy retail store locationsYou`ll provide support to your team members by serving as a resource or subject matter expertBoth of these are opportunities for you to identify and exceed our customer expectations by committing to and building strong relationships internally and externallyAt the end, you’ll know you performed with integrity and delivered the best customer service experience making all your customers and team members feel better because they talked to you.
This role will be located approximately 50% of the time at our storefront and 50% working at homeEmployees must meet the work at home / telecommute requirements to be eligible for this role*Storefront is located at 19028 lincoln ave parker, co 80134.
*all telecommuters will be required to adhere to unitedhealth group’s telecommuter policy.
Primary responsibilities:
Work with unitedhealthcare members visiting a pharmacy retail location, regarding medical and pharmacy benefits, eligibility & claims issues and assist with plan selection and enrollmentIdentify opportunities to connect members to the best resources to meet their healthcare needs and help resolve medical and benefits issues on their behalf
Interact with sales, pharmacy, and housecalls staff in a retail setting to coordinate and navigate healthcare needs on behalf of existing or prospective members
Handle member calls, resolving more complex customer issues
Answer incoming phone calls from customers and identify the type of assistance the customer needs (i.eBenefit 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 members 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
You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.
Required qualifications:
High school diploma / ged (or higher)
1+ years of customer service experience or 1+ years of experience in an retail setting, call center setting, or phone support role
Experience with computer and windows pc applications
Ability to successfully complete the customer service training classes and demonstrate proficiency of the material
Ability to work shift during the hours of operation 8:00 am to 8:00 pm monday – saturday, including the training period where lunches and breaks are scheduled, and work overtime and weekends as needed
Telecommute requirements:
Must reside within 25 miles of parker, co with the ability to attend the onsite 5 week training at our retail store
Required to have a dedicated work area established that is separated from other living areas and provides information privacy
Ability to keep all company sensitive documents secure (if applicable)
Must live in a location that can receive a unitedhealth group approved high-speed internet connection or leverage an existing high-speed internet service
Preferred qualifications:
Associate`s degree (or higher) in healthcare
Experience working with medicare
2+ years of customer service experience or 2 + years of experience in an retail setting, call center setting, or phone support role
Soft skills:
Ability to show compassion and be empathetic
Ability to learn new and complex computer system applications
Ability to multi - task duties as well as the ability to understand multiple products and multiple levels of benefits within each product
Military & veterans find your next mission: we know your background and experience is different and we like thatUnitedhealth group values the skills, experience and dedication that serving in the military demandsIn fact, many of the values defined in the service mirror what the unitedhealth group culture holds true: integrity, compassion, relationships, innovation and performanceWhether you are looking to transition from active duty to a civilian career, or are an experienced veteran or spouse, we want to help guide your career journeyLearn more at https://uhg.hr/transitioning-military
Learn how teresa, a senior quality analyst, works with military veterans and ensures they receive the best benefits and experience possibleHttps://uhg.hr/vet
Careers with unitedhealthcareLet`s talk about opportunityStart with a fortune 10 organization that`s serving more than 85 million people already and building the industry`s singular reputation for bold ideas and impeccable executionNow, add your energy, your passion for excellence, your near - obsession with driving change for the betterGet the picture? unitedhealthcare is serving employers and individuals, states and communities, military families and veterans wherever they`re found across the globeWe bring them the resources of an industry leader and a commitment to improve their lives that`s second to noneThis is no small opportunityIt`s where you can do your life’s best workSm
Colorado residents only: the hourly range for colorado residents is $15.00 to $25.19Pay is based on several factors including but not limited to education, work experience, certifications, etcAs of the date of this posting, in addition to your salary, uhg offers the following benefits for this position, subject to applicable eligibility requirements: health, dental, and vision plans; wellness program; flexible spending accounts; paid parking or public transportation costs; 401(k) retirement plan; employee stock purchase plan; life insurance, short-term disability insurance, and long-term disability insurance; business travel accident insurance; employee assistance program; pto; and employee-paid critical illness and accident insurance.
Diversity creates a healthier atmosphere: unitedhealth group is an equal employment opportunity/affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.
Unitedhealth group is a drug-free workplaceCandidates are required to pass a drug test before beginning employment.
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