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  • Hooksett, NH

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Customer Service Advocate - Hooksett, NH

UnitedHealth Group • Hooksett, NH

Posted 17 days ago

Job Snapshot

Full-Time
Healthcare - Health Services
Customer Service

Job Competition

1

Applicant

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Job Description

It’s that time, isn’t it? You’re ready for the next step forward with an opportunity to build on your skills and assist those in need. It just so happens that there’s never been a better time to become a part of the team at UnitedHealthcare. Now, you can take advantage of some of the best training and tools in the world to help serve our members by interfacing and solving issues with their health care.


As part of our Member Services team, the support you provide directly impacts our consumers, and their ability to live healthier lives. This is no small opportunity. This is where you can bring your compassion for others while building your career.


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 (8:00am-6:00pm). It may be necessary, given the business need, to work occasional overtime. Our office is located at 14 Central Park Drive, Hooksett, NH 03106.


Primary Responsibilities

  • Answer incoming phone calls from our health insurance consumers (i.e. plan members, family members on the plan) and identify the type of assistance needed to address their concerns and answer their inquiries.

  • Route applicable requests to rectify issues with claims, benefits, pharmacy, enrollment and authorizations.

  • Ensure consumer satisfaction by delivering a high quality of customer service and following through to resolve issues.

  • Identify, anticipate and resolve additional issues to better serve the consumer and eliminate possible needs for future calls.

This role is equally challenging and rewarding. You’ll be on the phone for long periods of time interacting and empathizing with our consumers with the intent to identify their complete needs, ensure they have confidence in the solution and verify they have a full understanding of what next steps need/will transpire. Within a high volume setting, you’ll need to develop knowledge of our various systems and numerous types of benefits within each product in order to best assist our customers.



Required Qualifications

  • High school diploma, GED 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 analyzing and solving customer problems
  • 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 manner
  • 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 including the ability to resolve stressful situations

Preferred Qualifications

  • Prior health care experience
  • Knowledge of billing/finance and eligibility processes, practices and concepts
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 with UnitedHealthcare. Let's talk about opportunity. Start with a Fortune 6 organization that's serving more than 85 million people already and building the industry's singular reputation for bold ideas and impeccable execution. Now, add your energy, your passion for excellence, your near-obsession with driving change for the better. Get the picture? UnitedHealthcare is serving employers and individuals, states and communities, military families and veterans where ever they're found across the globe. We bring them the resources of an industry leader and a commitment to improve their lives that's second to none. This is no small opportunity. It's where you can do 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, Optum, OptumRx, health care, healthcare, office, phone support, training class, customer service advocate

Job ID: 2551_820920
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