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Customer Service Advocate – Remote

UnitedHealth Group

This is a Full-time position in Dallas, TX posted August 8, 2021.

You’ll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges. We have training classes starting soon to help you build the successful career that you want – apply today!

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

UnitedHealthcare is a well-managed company where success is evaluated on numerical metrics as well as core competencies. Successful team members will have a track record of being accountable, communicating with others and being coachable. Key success measures will also include excellence in customer service and using time and resources efficiently.Benefit advocates will need to work independently and with confidence to resolve member’s challenges.

This position is full-time (40 hours/week) Monday – Sunday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of (7:00am – 10:00pm CST, 7 days a week). It may be necessary, given the business need, to work overtime.  During our peak season (November-March), there is both mandatory and voluntary overtime based on call volume.

You’ll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges. Training will be conducted virtually from your home.

*All Telecommuters will be required to adhere to UnitedHealth Group’s Telecommuter Policy.

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, 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.
  • Contact doctor’s offices, pharmacies, and medical groups on behalf of the customer to assist with questions, schedule appointments, and close gaps in care.  Make outreaches where necessary to 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.

This role is equally challenging and rewarding. You’ll be called on to research complex issues pertaining to the caller’s health, status and potential plan options. To do this, you’ll need to navigate across multiple databases which requires fluency in computer navigation and toggling while confidently and compassionately engaging with the caller.

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) OR equivalent work experience
  • Minimum of 2+ years of combined education, work and/or volunteer experience.
  • Proficient in Microsoft Word (sending and receiving information and creating documents) and Microsoft Excel (creating spreadsheets)

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.
  • Customer Service Experience

Telecommuting Requirements:

  • 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

Soft Skills:

  • It’s crucial that you’re able to handle pressure, let go when you move on to the next call and let things roll off your back are critical in this environment. To do this you’ll need:
    • Patience, ability to deal with frustration and maintain positive attitude even in the face of irate or rude customers
    • Ability to deliver bad news constructively and empathetically
    • Compassion and understanding for customers
    • Overall, the core element of this position is dealing with customers difficult and confidential health care issues over the phone while documenting the appropriate information on a computer system.
  • Must be able to adapt to change, learning new computer programs, and remaining coachable.

Military & Veterans find your next mission: We know your background and experience is different and we like that. UnitedHealth Group values the skills, experience and dedication that serving in the military demands. In fact, many of the values defined in the service mirror what the UnitedHealth Group culture holds true: Integrity, Compassion, Relationships, Innovation and Performance. Whether 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 journey. Learn 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 possible. https://uhg.hr/vet

Careers with UnitedHealthcare. Let’s talk about opportunity. Start 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 execution. Now, add your energy, your passion for excellence, your near – obsession with driving change for the better. Get the picture? UnitedHealthcare is serving employers and individuals, states and communities, Military families and Veterans wherever they’re found across the globe. We bring them the resources of an industry leader and a commitment to improve their lives that’s second to none. This is no small opportunity. It’s where you can do your life’s best work.SM

Colorado Residents Only: The hourly range for Colorado residents is $15.00-$25.19. Pay is based on several factors including but not limited to education, work experience, certifications, etc. As 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 workplace. Candidates are required to pass a drug test before beginning employment.

Keywords: customer service representative, customer service, CSR, UnitedHealth Group, call center, UnitedHealthcare, health care, office, phone support, training class, JFCore, work at home, work from home, WAH, WFH, remote, telecommute, hiring immediately, #RPO

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