Job Description
Title: Customer Service Advocate
Remote in Cheektowaga, NY
Location: Cheektowaga NY US
Job Category: Customer Service and Claims
Job Type: Full-time
Travel Percentage: -1
Job Description:
If you are located within 120 miles of 600 Airborne Parkway, Cheektowaga, NY, you will have the flexibility to telecommute* (work from home) as you take on some tough challenges.
Even if you have no prior experience, we have training classes starting soon to help you build the successful career that you want – apply today!
Turn on the news on any night of the week and you’re likely to hear about the changes that are sweeping through our health care system. It’s dramatic. It’s positive. And it’s being led by companies like UnitedHealth Group. Now, you can take advantage of some of the best training and tools in the world to help serve our existing and new customers. You’ll take as many as 50-70 calls per day from customers who have questions about their health benefits. As their advocate, you’ll use your personality and our tools to help them through the health care benefits available to them, including helping them enroll in a new plan. This is no small opportunity.
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 11:30am – 8:00pm EST. It may be necessary, given the business need, to work occasional overtime. Our office is located at 600 Airborne Parkway, Cheektowaga, NY. Employees are required to come to the office for the 1st week of training and 1-2 times per month thereafter.
We offer 18 weeks of training. 100% attendance is required –1st week of training will be onsite in the office, 10:00am – 6:30pm EST during the first week only. Then training will continue remote for the rest of the 17 weeks and schedule will be 10:00am – 6:30pm EST with candidates needing to be flexible to work 8 hour shifts between the hours of 10:00am – 8:00pm EST as schedules will change towards the end of training.
*All Telecommuters will be required to adhere to UnitedHealth Group’s Telecommuter Policy.
Primary Responsibilities:
- Respond to and resolve, on the first call, customer service inquires and issues by identifying the topic and type of assistance the caller needs such as benefits, eligibility and claims, financial spending accounts and correspondence
- Help guide and educate customers about the fundamentals and benefits of consumer-driven health care topics to select the best benefit plan options, maximize the value of their health plan benefits and choose a quality care provider
- Contact care providers (doctor’s offices) on behalf of the customer to assist with appointment scheduling or connections with internal specialists for assistance
- Assist customers in navigating myuhc.com and other UnitedHealth Group websites and encourage and reassure them to become self-sufficient
This role is equally challenging and rewarding. You’ll be called on to research complex issues pertaining to the caller’s health, status and potential plan options. To do this, you’ll need to navigate across multiple databases which requires fluency in computer navigation and toggling while confidently and compassionately engaging with the caller.
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 higher) OR Equivalent work experience
- Minimum of 3+ years of combined education, work and/or volunteer experience
- Ability to work full-time, Monday – Friday between 11:30am – 8:00pm EST including the flexibility to work occasional overtime given the business need
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
- Customer Service Experience
Telecommuting Requirements:
- Reside within 120 miles of 600 Airborne Parkway, Cheektowaga, NY and be willing to come to the office for the 1st week of training and then 1-2 times per month
- Required to have a dedicated work area established that is separated from other living areas and provides information privacy
- Ability to keep all company sensitive documents secure (if applicable)
- Must live in a location that can receive a UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet service