Senior Customer Service Advocate

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You love problem solving and you love helping people. How about a career where you can do both? As a member of UnitedHealthcare’s elite customer service team, you’ll work directly with our customers to help them navigate the health care system. You’ll be empowered to resolve the most complex health care related concerns, helping to connect the dots for our customers. Your ability to provide exceptional customer service will truly make a difference in the lives of our members. Join us and start doing your life’s best work. sm

As a Senior Customer Service Advocate , you’ll provide our members with the information they need to make better decisions about their health, helping them get access to the right care the first time. Every day, you’ll help 50 to 70 callers, in a compassionate and empathetic manner, providing guidance, support, and escalating issues. This is your chance to be a sought out as an advisor and advocate to your customer. You have the opportunity to exceed expectations and improve the lives of our customers every day.

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 (8:00am – 5:00pm). It may be necessary, given the business need, to work occasional overtime or weekends. Our office is located at 14 Central Park Drive, Hooksett, NH 03016.

What are the reasons to consider working for UnitedHealth Group? Put it all together – competitive base pay, a full and comprehensive benefit program, performance rewards, and a management team who demonstrates their commitment to your success.

Some of our offerings includes:
18 days of Paid Time Off which you start to accrue with your first pay period plus 8 Paid Holidays

Medical Plan options along with participation in a Health Spending Account or a Health Saving account

Dental, Vision, Life& AD&D Insurance along with Short-term disability and Long-Term Disability coverage

401(k) Savings Plan, Employee Stock Purchase Plan

Education Reimbursement – up to $5,250 per calendar year for job-related coursework

Assistance Plan

Employee Discounts

Employee Assistance Program

Employee Referral Bonus Program

Voluntary Benefits (pet insurance, legal insurance, LTC Insurance, etc.)

More information can be downloaded at: http://uhg.hr/uhgbenefits

Primary Responsibilities:
Handle escalated calls, resolving more complex customer issues in a one and done manner

Demonstrate outstanding service to identify the source of the issue and work to resolve customer inquires and issues in a timely and professional manner, related to benefits, eligibility and claims, financial spending accounts and correspondence

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 myuhc.com and other 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

1 year of Customer Service Representative (CSR) experience or 1 year experience in an office setting, call center setting or phone support role, preferred, but not required.

An education level of at least a high school diploma or GED OR 10 years of equivalent working experience

Demonstrated ability in using computer and Windows PC applications, which includes strong keyboard and navigation skills and learning new computer programs

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

Ability to work regularly scheduled shifts within our hours of operation including the training period, where lunches and breaks are scheduled, with the flexibility to adjust daily schedule, and work over-time and/or weekends, as needed

All new hires will be required to successful complete the Customer Service training classes and demonstrate proficiency of the material

There are several steps in our hiring process – it’s a thorough process because we want to ensure the best job and culture fit for you and for us. In today’s ultra-competitive job market, the importance of putting your best foot forward is more important than ever. And you can start by completing all required sections of your application. (i.e. profile, history, certifications and application/job questions). Once you submit your resume, you’ll receive an email with next steps. This may include a link for an on-line pre-screening tes t(s) (or what we call an assessment) that we ask you to complete as part of our selection process. You may also be asked to complete a digital video interview , but we will offer full instructions and tips to help you. After you have completed all of these steps, you can check on the status of your application at any time, but you will also be notified via e-mail. http://uhg.hr/OurApplicationProcess

Careers with UnitedHealthcare. Let’s talk about opportunity. Start with a Fortune 6 organization that’s serving more than 85 million people already and building the industry’s singular reputation for bold ideas and impeccable execution. Now, add your energy, your passion for excellence, your near-obsession with driving change for the better. Get the picture? UnitedHealthcare is serving employers and individuals, states and communities, military families and veterans where ever they’re found across the globe. We bring them the resources of an industry leader and a commitment to improve their lives that’s second to none. This is no small opportunity. It’s where you can do your life’s best work. SM

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.