Customer Service Advocate - San Antonio, TX
: 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.

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 system. It's dramatic. It's positive. And 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. You'll take as many as 50 - 70 calls per day from customers who have questions about their health benefits. As their advocate, you'll use your personality and our tools to help them through the health care benefits available to them, including helping them enroll in a new plan. This is no small opportunity.

As a Customer Service Advocate you should receive anywhere from 30-35 calls per day depending on the time of year. You will be taking calls from the large employer groups and will be guiding our those members through the healthcare system. A successful advocate can be identified as having exemplary listening skills as well as the ability to communicate in a way that is flexible to the member's needs while showing compassion and empathy. While you are on-site you will be assigned a cubicle and siting in the same work area as your peers. Our office is equipped with assigned ergonomic workstations/desk for each of our staff members. Supervisors sit in the same work area allowing for assistance in real time if needed. You will be answering calls with our members to resolve and guide them through the healthcare system. You will also make outbound calls but this is only used as a tool to help resolve member issues. An example of this would be calling a doctor's office to find out if an authorization was submitted for the member. Every day you will log in to the phone system as well as the documentation system which also houses all member information. There is a standard 8- hour shift that includes two 15-mitute breaks and one 30- minute lunch. Lunch and breaks times may change day to day and it will be based on business need. On average breaks and lunch are set about 2 hours apart. You will have you schedule generated at least 2 weeks in advance.

This position is full-time onsite, Monday - Friday. Employees are required to work the shift hours of 11:35am - 8:05pm CST (Central Standard Time), including the flexibility to work occasional overtime based on business need. Our office is located at 19500 Interstate 10 W, Building 2 San Antonio, TX 78257

We offer 18 weeks of onsite paid training. The hours during training will be 9:00am - 5:30pm CST (Central Standard Time) from Monday - Friday. 100% attendance is required.

Primary Responsibilities:

• Respond to and resolve, on the first call, customer service inquires and issues by identifying the topic and type of assistance the caller needs such as benefits, eligibility and claims, financial spending accounts, and correspondence.
• Help guide and educate customers about the fundamentals and benefits of consumer - driven health care topics to select the best benefit plan options, maximize the value of their health plan benefits and choose a quality care provider.
• Initiate proactive outreach to members as needed, which may involve welcoming new members to our health plans, addressing gaps in care, reviewing coverage, and referring & enrolling them to internal specialists and programs based on their needs and eligibility.
• Contact care providers (doctor's offices) on behalf of the customer to assist with appointment scheduling or connections with internal specialists for assistance.
• Assist customers in navigating myuhc.com and other UnitedHealth Group websites and encourage and reassure them to become self - sufficient.

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.
• 1+ years of customer service experience.
• Ability to work full time onsite.
• Reside within a commutable distance to the office located at 19500 Interstate 10 W, Building 2, San Antonio, TX 78257.
• Ability to work any full-time shift between the hours of 11:35 AM - 8:05 PM CST (Central Standard Time) from Monday - Friday, including the flexibility to work occasional overtime based on business need.

Preferred Qualifications:

• Health Care / Insurance environment (familiarity with medical terminology, health plan documents, OR benefit plan design).
• Social work, behavioral health, disease prevention, health promotion, and behavior change (working with vulnerable populations).
• Sales OR account management experience.
• Currently working within a customer service role within UHC Ben Ops- Consumer Operations.

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 #RED