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  • Roanoke, VA

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Customer Service Advocate - Roanoke, VA

UnitedHealth Group • Roanoke, VA

Posted 29 days ago

Job Snapshot

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Customer Service

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Job Description

Even if you have no
prior experience, we have training classes starting soon to help you build the
successful career that you want - apply today!

Turn on the news on any night of the week and you're likely to hear about
the changes that are sweeping through our health care system. It's dramatic.
It's positive. And it's being led by companies like UnitedHealth Group. Now, you
can take advantage of some of the best training and tools in the world to help
serve our existing and new customers. You'll take as many as 50 to 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. This is no small opportunity. 

This position is full-time (40 hours/week) Monday -
Sunday. Employees are required to have flexibility to work any of our 8 hour
shift schedules during our normal business hours of (7:00am to 11:00pm). It may
be necessary, given the business need, to work occasional overtime. Our office
is located at 3645 Thirlane Road, Roanoke, VA  24112.

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 preemployment
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

  • Help guide and educate customers about the fundamentals and
    benefits of consumer-driven health care topics to select the best benefit plan
    options, maximize the value of their health plan benefits and choose 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 and encourage and reassure them to become

This role is equally challenging and rewarding. You'll be 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 requires fluency in computer navigation and toggling while confidently and
compassionately engaging with the caller.  


  • An education level of at least a high school diploma or GED OR
    10 years of equivalent working experience

  • Familiarity with computer and Windows PC applications, which
    includes the ability to navigate and learn new and complex computer system

  • Demonstrated ability to listen skillfully, collect relevant
    information, build rapport and respond to customers in a compassionate

  • Proficient in translating healthcare 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+ years of customer service experience

  • Prior health care experience

UnitedHealth Group is a team of more than 200,000 people who are
building career success through commitment, compassion and a desire to make a
difference. Join us. 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

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.

Group is a drug-free workplace. Candidates are required to pass a drug test
before beginning employment.

customer service representative, customer service, CSR, UnitedHealth
Group, call center, UnitedHealthcare, health care, office, phone support,
training class

Job ID: 2551_812756
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