Advocate
: Job Details :

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 must be flexible to work any 8-hour shift between 6:00 am - 9:00 pm CST. Overtime offered according to business needs. You'll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges. Primary Responsibilities: Job Components: To improve NPS performance, reduce volume of repeat callers and provide first call resolution of issues, this team will be responsible for assisting and handling inbound escalation calls to resolution on behalf of the member in real time or through comprehensive and timely follow-up with the member: Medical benefits, eligibility, and claims. Pharmacy benefits, eligibility, and claims. Terminology and plan design. Financial spending accounts. Correspondence requests. Research and resolve SDS, Emails and Close the Loops. Business Partner relationships / resolution. Act as the escalation point for members requesting to speak to a supervisor, agents are empowered and expected to be as or more knowledgeable than a supervisor and resolve issues with the urgency and impact as a supervisor. Research complex issues across multiple databases and collaborate with internal and external resources to solve complex/escalated issues efficiently through to final resolution. Builds and maintains a thorough list of business partners across all lines of business to solve escalated member inquiries quickly and accurately Meet the performance goals set for the position in efficiency, quality, customer satisfaction, and resolution effectiveness. Respond real time to inquiries of Surest Advocates who may need additional guidance in solving member issues or answering questions. Provide coaching documentation regarding tool / SOP usage via online Microsoft Planner to be used in coaching sessions by supervisor team. Exercises independent discretion and judgment to solve member issues efficiently, accurately and with a high degree of customer satisfaction. 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 equivalent work experience Must be 18 years of age OR older Must be a current employee within UHC Consumer Operations with 6+ months of experience as a Surest Member Tier 2 Advocate OR as a Team Lead Ability to work any 8-hour shift between the hours of 6:00 AM - 9:00 PM CST from Monday - Friday including the flexibility to work occasional overtime based on business need Preferred Qualifications: 1+ years of Surest Member Advocate Experience Telecommuting 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 Soft Skills: Verbal / Written Communication Active Listening Negotiation Prioritization Empathy / Sensitivity Relationship Building Patience / Resilience Agility / Flexibility Conflict Resolution / Management Cultural Sensitivity Use time and resources effectively Disability and Diversity Awareness Self-directed *All employees working remotely will be required to adhere to UnitedHealth Group's Telecommuter Policy California, Colorado, Connecticut, Hawaii, Nevada, New Jersey, New York, Rhode Island, Washington, Washington, D.C., Maryland Residents Only: The hourly range for this role is $23.22 to $45.43 per hour. Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. UnitedHealth Group complies with all minimum wage laws as applicable. In addition to your salary, UnitedHealth Group offers benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with UnitedHealth Group, you'll find a far-reaching choice of benefits and incentives. 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. At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone–of every race, gender, sexuality, age, location, and income–deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups, and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes — an enterprise priority reflected in our mission. 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 workplace. Candidates are required to pass a drug test before beginning employment. #RPO