Bilingual English and Spanish - Senior Customer Service Representative - Remote in AZ

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 to start Caring. Connecting. Growing together.

The Senior Customer Service Representative is responsible for handling outbound member phone calls and to assist 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.

If you are located in the state of Arizona, you will have the flexibility to work remotely* as you take on some tough challenges.

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
  
  

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
• Bilingual fluency in English and Spanish
• 1 years of customer service experience analyzing and solving customer problems
• Experience performing 6 hours a day making outbound calls
• Experience with computers and Windows PC applications, which includes the ability to learn new and complex computer system applications
• Ability to work Monday - Friday, during our normal business hours of 8:00am - 5:00pm Arizona Time Zone, including the flexibility to work occasional overtime, based on the business need
  
  

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 the state of 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
  
  

The hourly range for this role is $16.88 to $33.22 per hour based on full-time employment. Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. UnitedHealth Group complies with all minimum wage laws as applicable. In addition to your salary, UnitedHealth Group offers 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 UnitedHealth Group, you’ll find a far-reaching choice of benefits and incentives.

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.

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