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  • Lawrenceville, IL 62439

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Customer Service Advocate - Lawrenceville, IL

UnitedHealth Group • Lawrenceville, IL

Posted 29 days ago

Job Snapshot

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Customer Service

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Job Description

Training classes start soon – apply today!

The world is a more interesting place when you can see it
through someone else’s eyes.  Bring your
empathy and compassion to a role that will bring out your best everyday. UnitedHealthcare,
part of the UnitedHealth Group family of businesses, can provide you with some
of the best training and tools in the world to help build relationships and 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.

is no small opportunity.  Join us and
discover how you can take your career to a new level.

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 (7:00am-5:00pm). It may be
necessary, given the business need, to work occasional overtime. Our office is
located at 1006 State Street, Lawrenceville, IL 62439.

There are several steps in our hiring process. Please
make sure that you have filled out all required sections of your employment
application. Once you submit your completed application, you will receive an
email with information regarding next steps including any pre-employment
assessment(s) that are required.  Both
your application and any required assessment(s) need to be completed before we
can consider you for employment so the sooner you complete these two steps, the
sooner you will hear from us. To learn more, go to:

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

  • Educate customers about the fundamentals and benefits of
    consumer-driven health care, guiding them on topics such as selecting the best
    benefit plan options, maximizing the value of their health plan benefits and
    choosing 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 and other
    UnitedHealth Group websites while encouraging and guiding them towards becoming
    self-sufficient in using these tools

This role is equally challenging and rewarding. You’ll be
spending long periods of time on the phone and 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 require
fluency in computer navigation and toggling while confidently and
compassionately engaging with the caller.

Required Qualifications

  • High school diploma or GED
    OR equivalent work experience
  • Familiarity with computer and Windows PC applications,
    which includes the ability to navigate and learn new and complex computer
    system applications
  • Demonstrated ability to listen skillfully, collect
    relevant information, build rapport and respond to customers in a compassionate
  • Proficient in translating health care-related jargon and
    complex processes into simple, step-by-step instructions customers can
    understand and act upon
  • Proficient conflict management skills to resolve issues
    in a stressful situation

Preferred Qualifications

  • 1+ year of experience in a
    related environment (i.e. office, administrative, clerical, customer service,
    etc.) using phones and computers as the primary job tools
  • Prior health care experience

Helping create positive customer experiences for our
members can drive your sense of impact and purpose. Join us as we improve the
lives of millions.  Learn more about how
you can start doing your life’s best work.SM

Careers at UnitedHealthcare Employer & Individual. We all want to make a difference with the work we do. Sometimes we're presented with an opportunity to make a difference on a scale we couldn't imagine. Here, you get that opportunity every day. As a member of one of our elite teams, you'll provide the ideas and solutions that help nearly 25 million customers live healthier lives. You'll help write the next chapter in the history of health care. And you'll find a wealth of open doors and career paths that will take you as far as you want to go. Go further. This is 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.

Key words: customer service representative, customer service, CSR, UnitedHealth Group, call center, UnitedHealthcare, health care, healthcare, office, phone support, training class, advocate

Job ID: 2551_828379
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