Bilingual English and Spanish Senior Customer Service Representative

Senior Customer Service Representative

This position is remote in Arizona. You will have the flexibility to work remotely as you take on some tough challenges.

When it comes to getting ahead and having the will to win, we call it great career potential! 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.

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 optimized. Ready to make a difference? Join us to start Caring. Connecting. Growing together.

The Senior Customer Service Representative is responsible for handling outbound member phone calls and assisting members with scheduling preventative health services with their assigned doctor. It is a production-based role, and you will be required to meet daily, monthly, and quarterly production numbers.

The major focus is to outreach to our Medicaid members to assist them in scheduling with their doctor for preventative services. Job duties also include making sure we also assist members with transportation if needed.

This position is full-time, Monday - Friday. Employees are required to work during our normal business hours of 8:00am - 5:00pm Arizona Time Zone. It may be necessary, given the business need, to work occasional overtime.

Primary Responsibilities

• Ensures quality customer service for external customers by proactively reaching out to identify needs for preventative services and connecting them to the appropriate resources
• Partners with other customer service representatives to resolve complex customer service inquiries
• Informs and educates new customers regarding preventative health care services available to the member and/or the child of the guardian
• Places outgoing phone calls for preventative services and to complete follow-up on customer service requests, as necessary
• Maintains timely, accurate documentation for all appropriate transactions
• Meets established productivity, schedule adherence, and quality standards with consistency
• Keeps management abreast of all outstanding issues
• Adapts procedures, processes, and techniques to meet the more complex position requirements
• Addresses special (ad-hoc) projects as appropriate
• Seeks involvement in continuous quality improvement initiatives
• Works bilingually - English and Spanish speaking
• Works independently
• Acts as a resource for others
• Other duties as assigned

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 analyzing and solving customer problems
• Bilingual verbal and written fluency in English and Spanish
• Experience with computers and Windows PC applications, which includes the ability to learn new and complex computer system applications
• Experience performing 6+ hours a day making outbound calls
• Ability to work full-time, Monday - Friday. Employees are required to work during our normal business hours of 8:00am - 5:00pm Arizona Time Zone. It may be necessary, given the business need, to work occasional overtime

Preferred Qualifications

• 1+ years of pediatric medical office experience
• Experience with the Managed Healthcare industry
• Experience with EPSDT (Early and Periodic Screening Diagnostic and Treatment) Services

Telecommuting Requirements

• Reside within Arizona
• 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

• Excels at managing multiple tasks simultaneously while maintaining high levels of accuracy and efficiency, ensuring all responsibilities are completed in a timely manner
• Demonstrated skill in quickly building rapport and responding to customers compassionately by identifying and exceeding their expectations. Consistently responds in a respectful, timely manner, and meets commitments
• 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.

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.

UnitedHealth Group 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.

UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.

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