Bilingual (English/Spanish) Senior Customer Service Representative - Remote in FL

If you are located within the state of Florida, you will have the flexibility to telecommute* (work from home) 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.

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 equitable. Ready to make a difference? Join us and start doing your life's best work.SM

Within this role, the focus is to reach out and interact with members/providers in order to assist members in completing preventive screenings and adhering to their medications within specific STARS focus measures such as: Osteoporosis Management in Women (OMW), Medication Adherence (Diabetes, Hypertension and Cholesterol measures), Breast Cancer Screening (BCS), Colorectal Cancer Screening (COL), Rheumatoid Arthritis (ART), and Comprehensive Diabetes Care (CDC)- Diabetes Care - Eye Exams.

Challenge can often be its own reward. But why settle for just being challenged when you can also be nurtured, mentored, and supported as you make an impact in a fast-paced career? At UnitedHealthcare, part of the UnitedHealth Group family of businesses, you can have all of the above, every day.

This position is full-time, Monday - Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 8:00am - 5:00pm (some overtime may be requested). It may be necessary, given the business need, to work occasional overtime.

We offer 4 weeks of on-the-job training. The hours during training will be 8:00AM to 5:00PM EST, Monday - Friday.

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

Primary Responsibilities:

• Frequent speaking, listening using a headset, sitting, use of hands/fingers across keyboard or mouse, handling other objects, long periods of working at a computer.
• Call center environment with moderate noise level due to Representatives talking, computers, printers, and floor activity.
• During direct phone-based Customer interaction encourage members to use their benefits to seek appropriate care, complete preventive screenings tests, and adhere to their medications.
• Work collaboratively with physicians and other health care providers to proactively assist members with coordinating appointments, requesting prescriptions, and arranging transportation.
• Ensures quality customer service for internal and external customers.
• Responds to incoming customer service requests, both verbal and written relating to STARS measures. Will also route/escalate member concerns through appropriate channels.
• Identifies and assesses customers' needs quickly and accurately.
• Places outgoing phone calls to complete follow-up on customer service STARS related measures.
• Responds to customer service inquiries or routes inquiries to appropriate departments as necessary.
• Establishes and demonstrates competency in eligibility, and associated applications (e.g., RxClaims, SAM, ICUE...) in regards to STARS related measures or routes member/provider questions to appropriate department.
• Implements customer service strategies relating to STARS Outreach Measures and recommends related improvements/enhancements.
• Maintains timely, accurate documentation for all appropriate transactions.
• Consistently meets established productivity, schedule adherence, and quality standards.
• Keeps management abreast of all outstanding issues.

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.
• Bilingual fluency in English and Spanish.
• 1+ years of customer service experience analyzing and solving customer problems.
• Experience with Microsoft office products: Microsoft Word (create correspondence), Microsoft Excel (ability to sort, filter, and create simple spreadsheets), Microsoft Outlook (email and calendar management).
• Ability to work Monday - Friday 8:00 AM - 5:00 PM. Some overtime may be requested.

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.

Telecommuting Requirements:

• Reside within the state of Florida.
• 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 navigate a computer while on the phone.
• Ability to multi-task, this includes ability to understand multiple products and multiple levels of benefits within each product.
• Ability to remain focused and productive each day though tasks may be repetitive.
• Ability to execute own assignments under direction of experienced staff.
• Ability to balance and prioritize multiple tasks.
• Seeks assistance as appropriate.
• Ability to trouble-shoot problems
• Willing to work and contribute in a team environment
• Ability to learn new and complex computer system applications.

At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for 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.

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.

#RPO #RED