Bilingual English and Spanish Senior Customer Service Representative

This position is National Remote. You'll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges.

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. 

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together.

As a Bilingual (English/Spanish) Senior Customer Service Representative, you'll compassionately deliver an exceptional experience to approximately 50-70 callers per day, starting at the Tier 1 level and progressing to Tier 2 after completing training and meeting quality performance standards, with advancement to Tier 2 being the primary objective of the role. 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 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.

This position is full-time, Sunday - Saturday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of Sunday - Saturday 8:00am-11:00pm EST (October - March) & Monday - Friday 8:00am - 11:00pm EST (April - September). It may be necessary, given the business need, to work occasional overtime, weekends, & holidays.

We offer 2 weeks of on-the-job training. Employees are required to attend training for the first two weeks with 100% attendance, Monday-Friday, 8:00 a.m. - 4:30 p.m. MST (hours may vary based on business needs).

You will learn more about future work hours during the interview process as there is more information about shift bids and how this will positively impact your potential shift. 

Primary Responsibilities:

• Serve as a resource or Subject Matter Expert (SME)/Tier 2 for other team members or internal customers
• Handle escalated calls, resolving more complex customer issues in a one and done manner
• Answer incoming phone calls from customers and identify the type of assistance the customer needs (i.e. benefit 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 customers 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
• Must be 18 years of age OR older
• 1+ years of customer service experience OR 1+ years of experience in call center setting or phone support role
• Experience with Microsoft Outlook (email and calendar management), and instant messaging software (e.g., Microsoft Teams, Slack, Zoom Chat)
• Familiarity with computer and Windows PC applications, which includes the ability to learn new and complex computer system applications
• Bilingual fluency in English & Spanish
• All new hires will be required to successfully complete Customer Service training, including passing all training assessments and demonstrating proficiency in the training material
• Ability to attend training for the first two weeks with 100% attendance, Monday-Friday, 8:00 a.m. - 4:30 p.m. MST (hours may vary based on business needs)
• Ability to work full-time, Sunday - Saturday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of Sunday - Saturday 8:00am-11:00pm EST (October - March) & Monday - Friday 8:00am - 11:00pm EST (April - September). It may be necessary, given the business need, to work occasional overtime and weekends. Production shifts will be assigned upon completion of training through a shift bid process

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:

• Ability to multi-task duties as well as the ability to understand multiple products and multiple levels of benefits within each product

*All employees working remotely will be required to adhere to UnitedHealth Group's Telecommuter Policy

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 $18 - $32 per hour based on full-time employment. We comply with all minimum wage laws as applicable.

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 help make the health system work better for everyone. Together, we are shaping the future of healthcare by harnessing technology and innovation to make care simpler to navigate, more affordable and more connected for the people we serve. We are committed to creating an inclusive workplace where everyone feels welcomed, valued, heard and respected, empowering people to bring their authentic selves to work and strengthening our collective impact through diverse talents, backgrounds, experiences and perspectives. 

UnitedHealth Group and its affiliated brands are 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.

UnitedHealth Group and its affiliated brands are a drug-free workplace. Candidates are required to pass a drug test before beginning employment.

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