Bilingual (English / Spanish) Senior Customer Service Representative - San Antonio, TX
Company: UnitedHealth Group
Location: Adkins
Posted on: September 21, 2023
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Job Description:
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. -
Optum is a global organization that delivers care, aided by
technology to help millions of people live healthier lives. The
work you do with our team will directly improve health outcomes by
connecting people with the care, pharmacy benefits, data and
resources they need to feel their best. Here, you will find a
culture guided by diversity and inclusion, talented peers,
comprehensive benefits and career development opportunities. Come
make an impact on the communities we serve as you help us advance
health equity on a global scale. Join us to start Caring.
Connecting. Growing together. -
As a Senior Customer Service Representative, you'll compassionately
deliver an exceptional experience to between 50 to 70 callers per
day, always remembering that there is a real person on the other
end of the phone who is looking for help, guidance, and support.
You'll also provide support to your team members by serving as a
resource or subject matter expert. - Both of these are
opportunities for you to identify and exceed our customer's
expectations by committing to and building strong relationships
internally and externally. At the end, you'll know you performed
with integrity and delivered the best customer service experience
making all your customers and team members feel better because they
talked to you.
Responsible for conducting intake services from internal and
external correspondence through telephonic inquiry. In addition to
conducting telephonic outreach services, this position assists
low-income Medicare beneficiaries with the qualification and
application process for Medicare Savings Programs and other types
of assistance and educates on Medicare and Medicaid.
This position is full-time (40 hours/week) Monday - Friday.
Employees are required to work during our normal business hours of
8:00am - 5:00pm. It may be necessary, given the business need, to
work occasional overtime. - Our office is located at 19500 IH-10
West, San Antonio, TX 78257.
We offer 1 month of paid training. The hours during training will
be 8am to 5pm, Monday - Friday. -Training will be conducted
onsite.
Primary Responsibilities:
Accurately pre-qualifies Medicare-eligible individuals per program
guidelines and submits applications for approval on a timely basis,
focusing on monthly production goals and conversion rate quotas
Conducts intake services from incoming correspondence, telephonic
inquiries, and telephonic outreach activities. Analyses and
assesses state Medicaid eligibility criteria for enrollment in
Medicare Savings Programs
Research complex issues across multiple databases and work with
support resources to resolve member issues and/or partner with
others to resolve escalated issues -
Maintains assigned caseload and accurately inputs and maintains a
contact database
Own problem through to resolution on behalf of the member in real
time or through comprehensive and timely follow-up with the
member
Serve as a resource or Subject Matter Expert (SME) for other team
members or internal customers
Communicates effectively with elderly individuals and state and
government personnel as well as other internal departments
Handle escalated calls, resolving more complex member issues in a
one and done manner
Answer incoming phone calls from members and identify the type of
assistance the member needs
Ask appropriate questions and listen actively to identify specific
questions or issues while documenting required information in
computer systems
Educate members on the State eligibility process and keeping their
certification current
Maintains customer and organization confidentiality at all
times
Performs all other related duties as assigned
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)
1+ years Customer Service Representative (CSR) experience
Bilingual (English/Spanish) language proficiency
Proficient in Microsoft Word (creating and editing documents),
Microsoft Excel (creating and editing tables), and Microsoft
Outlook (email and calendar management)
Familiarity with computer and Windows PC applications, which
includes the ability to learn new and complex computer system
applications
Ability to travel 10% of the time
Ability to work 8:00am - 5:00pm. It may be necessary, given the
business need, to work occasional overtime.
Preferred Qualifications:
Associate's Degree (or higher) in related field
1+ years experience with adult Medicaid programs and CMS
guidelines
Soft Skills:
Ability to demonstrate customer service and proper telephone
etiquette
Strong / Solid oral and written communication skills
Solid listening, critical thinking, decision making, telephone,
customer service, and problem - solving skills
Physical and Work Environment:
Ability to lift up to 25lbs
Ability to sit for extended periods of time
Ability to use fine motor skills to operate office equipment and/or
machinery
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.
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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
Keywords: UnitedHealth Group, San Antonio , Bilingual (English / Spanish) Senior Customer Service Representative - San Antonio, TX, Other , Adkins, Texas
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