Surest Customer Service Advocate

** Requisition number:
** 1063228

** Job category:
** Customer Services

_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._

At United Healthcare, 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 optimized. Ready to make a difference? Join us to start  
** Caring. Connecting. Growing together*
* Advocates build trust with members enrolled in UHC benefit plans across their health care lifecycle by being a single stop resource on all plan related questions. Primarily an inbound call answering role, the  
** Customer Service Advocates
** assist members with medical and pharmacy benefits, eligibility, claim resolution, dental and vision issues, and promote health care literacy. Customer Service Advocates connect members with appropriate resources with consideration to the member's healthcare needs and to resolve complex benefit and claim issues on the member's behalf. This is an inbound/outbound phone role that also handles inbound chats and secure messaging.

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 6:00 am - 9:00 pm CST. It may be necessary, given the business need, to work occasional overtime.

We offer up to 6 weeks of on-the-job training. The hours during training will be 8:00 am to 4:30 pm CST, Monday - Friday. 100% attendance is required during training. Training will be on camera.

Watch this video ( tq68lgsj)  to understand the expectations of being a remote worker with United Healthcare.

*
* Primary Responsibilities:

*
* + Listen actively and ask appropriate questions to identify specific questions or issues, and document inquiries from members of UHC's programs regarding the following:

+ Medical, vision, dental, pharmacy plan details

+ Plan/program eligibility

+ Medical claims

+ Use multiple databases, tools, and partnerships to refer and enroll members to appropriate internal specialists and programs, based on needs

+ Interpret and translate clinical/medical terminology and coding to assist members with managing cost using simple language

+ Adapt to communicated changes in process, policy, and guidelines quickly at site and enterprise level

+ Educate members about the fundamentals of health care benefits and plans

+ Assist members to maximize use of community services, support programs, and resources available

+ Meet performance goals established for the position in efficiency, call quality, customer satisfaction, first call resolution, schedule adherence 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 OR equivalent work experience

+ Must be 18 years of age OR older

+ 1+ years in a customer service environment

+ Proficiency with Windows PC applications, which includes the ability to navigate multiple programs and learn new and complex computer system applications

+ Experience using a computer and Microsoft Office including Microsoft Word (create correspondence and work within templates), Microsoft Excel (ability to sort, filter, and create simple spreadsheets), and Microsoft Outlook (email and calendar management)

+ 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 6:00 am - 9:00 pm CST. It may be necessary, given the business need, to work occasional overtime

*
* Preferred Qualifications:

*
* + 2+ years in a customer service environment

+ Experience in a healthcare insurance environment

** 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 United Health Group approved high-speed internet connection or leverage an existing high-speed internet service.

* All employees working…