Bilingual Senior Customer Service Representative - Phoenix, AZ
January 6, 2018
Position Description:Welcome to one of the toughest and most fulfilling ways to help people, including yourself. We offer the latest tools, most intensive training program in the industry and nearly limitless opportunities for advancement. Join us and start doing your life's best work.UnitedHealth Group is working to create the health care system of tomorrow. Already Fortune 6, we are totally focused on innovation and change. We work a little harder. We aim a little higher. We expect more from ourselves and each other. And at the end of the day, we're doing a lot of good. Through our family of businesses and a lot of inspired individuals, we're building a high - performance health care system that works better for more people in more ways than ever. Now we're looking to reinforce our team with people who are decisive, brilliant and built for speed.The Bilingual 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.Primary Responsibilities:Ensures quality customer service for our external customers.Meets established productivity, schedule adherence, and quality standards.Manages outbound customer service calls.Identifies and assesses customers' needs quickly and accurately.Solves problems systematically, using sound business judgment.Partners with other customer service representatives to resolve complex customer service inquiries.Applies appropriate communication techniques when responding to customers, particularly in stressful situations.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 to complete follow-up on customer service requests as necessary.Maintains timely, accurate documentation for all appropriate transactions.Consistently meets established productivity, schedule adherence, and quality standards.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.Ensures quality customer service for internal and external customers.Extensive work experience within own function.Works independently.May act as a resource for others.
Required Qualifications:High School Diploma / GED1+ years of customer service experience analyzing and solving customer problemsBilingual verbal and written fluency in English and SpanishAvailable to work 40 hours per week within the operating hours of the siteExperience with computers and Windows PC applications, which includes the ability to learn new and complex computer system applicationsPreferred Qualifications:Basic knowledge of the managed healthcare industryExperience performing 6+ hours a day making outbound callsSoft Skills:Ability to balance and prioritize multiple tasksPhysical Requirements and Work Environment:Frequent speaking, listening using a headset, sitting, use of hands / fingers across keyboard or mouse, handling other objects, long periods working at a computerService center environment with moderate noise level due to Representatives talking, computers, printers, and floor activityCareers at UnitedHealthcare Community & State. Challenge brings out the best in us. It also attracts the best. That's why you'll find some of the most amazingly talented people in healthcare here. We serve the healthcare needs of low income adults and children with debilitating illnesses such as Cardiovascular Disease, Diabetes, HIV/AIDS and High-risk Pregnancy. Our holistic, outcomes-based approach considers social, behavioral, economic, physical and environmental factors. Join us. Work with proactive Healthcare, Community, and Government partners to heal healthcare and create positive change for those who need it most. This is the place to do your life's best work. 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. Keywords: customer service representative, customer service, CSR, UnitedHealth Group, call center, UnitedHealthcare, health care, office, phone support, training class, customer service advocate, customer service rep, SME, Senior, SR
Our mission is to help people live healthier lives and to help make the health system work better for everyone.- We seek to enhance the performance of the health system and improve the overall health and well-being of the people we serve and their communities. - We work with health care professionals and other key partners to expand access to quality health care so people get the care they need... at an affordable price. - We support the physician/patient relationship and empower people with the information, guidance and tools they need to make personal health choices and decisions.