Bilingual (English/Spanish) Senior Customer Service Representative – National Remote

Hartford, Connecticut
UnitedHealth Group
You’ll enjoy the flexibility to telecommute from anywhere within the U.S. 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.

Opportunities at Change Healthcare, part of the Optum family of businesses. We are transforming the health care system through innovative technology and analytics. Find opportunities to make a difference in a variety of career areas as we all play a role in accelerating health care transformation. Help us deliver cutting-edge solutions for patients, hospitals and insurance companies, resulting in healthier communities. Use your talents to improve the health outcomes of millions of people and discover the meaning behind: Caring. Connecting. Growing together.

This position is full – time, Monday – Friday. Employees are required to work any shift between the hours of 10:00am – 7:00p, OR 12:00pm – 9:00pm EST, including the flexibility to work occasional overtime and weekends (Saturday) based on business need.

We offer 6 weeks of paid training and then additional 10 weeks of paid on the job training. The hours during training will be 9:00am – 6:00pm EST and on the job training will be based off their schedule. Training will be conducted virtually from your home.

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

Primary Responsibilities:

• Interact with health plan members through outbound and inbound telephonic contact to review and assess health plan member’s eligibility for services
• Contribute to the department’s success by achieving Objective Key Results.
• Achieve daily, weekly, and monthly quality and production goals
• Adhere to call handling process
• Adhere to call quality standards by ensuring proper phone etiquette and adherence to scripts, make accurate and descriptive Member Management System documentation
• Follow – up with members as assigned
• Adhere to assigned schedule
• Completion of all Optum required courses at Learning Source
• Review all correspondence sent by Optum and management with current information of state and federal regulatory requirements

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 years of work experience
• 1+ years of customer service experience OR experience in a medical office, health care, call center, OR office setting with analyzing and solving customer problems
• Familiarity with using computer and Windows personal computer applications, which includes the ability to navigate and learn new and complex computer system applications
• Proficient in translating health care – related jargon and complex processes into simple, step – by – step instructions customers can understand and act upon
• Bilingual fluency in English and/or Spanish
• Ability to work any shift between the hours of 10:00am – 7:00pm OR 12:00pm – 9:00pm EST from Monday – Friday, including the flexibility to work occasional overtime and weekends (Saturday) based on business need

Preferred Qualifications:

• Prior health care experience
• Knowledge of finance and eligibility processes, practices, and concepts

Telecommuting Requirements:

• 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:

• Demonstrated ability to listen skillfully, collect relevant information, build rapport, and respond to customers in a compassionate manner
• Proficient conflict management skills, including the ability to resolve stressful situations

California, Colorado, Connecticut, Nevada, New Jersey, New York, Washington, or Rhode Island Residents Only: The salary range for California / Colorado / Connecticut / Nevada / New Jersey / New York / Washington / Rhode Island residents is $16.00 – $31.44. Pay is based on several factors including but not limited to education, work experience, certifications, etc. 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.