Bilingual English and Spanish Senior Customer Service Representative – San Antonio, TX

Cuando se trata de salir adelante y tienes la voluntad de ganar, vamos a llamarlo gran potencial de carrera! Imagine being able to get answers to your health plan questions from someone who speaks the same language as you do. Or, the opposite, not being able to get the answers. At UnitedHealth Group, we want our customers to get those answers by speaking to one of our Bilingual Representatives. If you’re fluent in English and Spanish, we can show you how to put all of your skills, your passions and your energy to work in a fast – growing environment.

Opportunities at WellMed, part of the Optum family of businesses. We believe all patients are entitled to the highest level of medical care. Here, you will join a team who shares your passion for helping people achieve better health. With opportunities for physicians, clinical staff and non-patient-facing roles, you can make a difference with us as you discover the meaning behind Caring. Connecting. Growing together.

As a Bilingual English/Spanish Senior Customer Service Representative, you’ll compassionately deliver an exceptional experience to between 50 to 70 callers per day, always remembering that there is a real person on the other end of the phone who is looking for help, guidance, and support. You’ll also provide support to your team members by serving as a resource or subject matter expert.  Both of these are opportunities for you to identify and exceed our customer’s expectations by committing to and building strong relationships internally and externally. At 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.

Responsible for conducting intake services from internal and external correspondence through telephonic inquiry. In addition to conducting telephonic outreach services, this position assists low-income Medicare beneficiaries with the application process for Medicare Savings Program and the Low Income Subsidy.

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 8am – 5pm. It may be necessary, given the business need, to work occasional overtime. Our office is located at 19500 W INTERSTATE SAN ANTONIO, TX.

We offer 4 weeks of paid training. The hours during training will be 8am to 5pm CST, Monday – Friday. Training will be conducted onsite.

                                         

Primary Responsibilities:

• Accurately pre-qualifies Medicare-eligible individuals per program guidelines and submits applications for approval on a timely basis, focusing on monthly production goals and conversion rate quotas
• Conducts intake services from incoming correspondence, telephonic inquiries, and telephonic outreach activities. Analyses and assesses state eligibility criteria for enrollment in Medicare Savings Programs
• Research complex issues across multiple databases and work with support resources to resolve member issues and/or partner with others to resolve escalated issues  
• Maintains assigned caseload and accurately inputs and maintains a contact database
• Own problem through to resolution on behalf of the member in real time or through comprehensive and timely follow-up with the member
• Serve as a resource or Subject Matter Expert (SME) for other team members or internal customers
• Communicates effectively with elderly individuals and state and government personnel as well as other internal departments
• Handle escalated calls, resolving more complex member issues in a one and done manner
• Answer incoming phone calls from members and identify the type of assistance the member needs
• Ask appropriate questions and listen actively to identify specific questions or issues while documenting required information in computer systems
• Educate members on the State eligibility process and keeping their certification current
• Maintains customer and organization confidentiality at all times
• Performs all other related duties as assigned

                                         

In 2011, WellMed partnered with Optum to provide care to patients across Texas and Florida. WellMed is a network of doctors, specialists and other medical professionals that specialize in providing care for more than 1 million older adults with over 16,000 doctors’ offices. At WellMed our focus is simple. We’re innovators in preventative health care, striving to change the face of health care for seniors. WellMed has more than 22,000+ primary care physicians, hospitalists, specialists, and advanced practice clinicians who excel in caring for 900,000+ older adults. Together, we’re making health care work better for everyone.

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
• Must be 18 years of age or older
• 1+ years of Customer Service Representative (CSR) experience
• Proficient in Microsoft Word (creating and editing documents), Microsoft Excel (creating and editing tables), and Microsoft Outlook (email and calendar management)
• Familiarity with computer and Windows PC applications, which includes the ability to learn new and complex computer system applications
• Bilingual fluency in English and Spanish
• Ability to work 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 8am – 5pm. It may be necessary, given the business need, to work occasional overtime

                                        

Preferred Qualifications:

• 1+ years of experience with adult Medicaid programs and CMS guidelines

                                        

Soft Skills:

• Ability to demonstrate customer service and proper telephone etiquette
• Strong / Solid oral and written communication skills
• Solid listening, critical thinking, decision making, telephone, customer service, and problem – solving skills

                                        

Physical and Work Environment:

• Ability to lift up to 25lbs
• Ability to sit for extended periods of time
• Ability to use fine motor skills to operate office equipment and/or machinery

                                        

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 and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with us, you’ll find a far-reaching choice of benefits and incentives. The hourly pay for this role will range from $17.74 – $31.63 per hour based on full-time employment. We comply with all minimum wage laws as applicable.

                                        

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.

                                        

                                        

OptumCare is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.

                                        

OptumCare is a drug – free workplace. Candidates are required to pass a drug test before beginning employment.

                                        

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