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 Bilingual (Spanish & English) Customer Service Advocate - San Antonio, TX - SAN ANTONIO, Texas, United States

   
Job information
Posted by: UnitedHealth Group 
Hiring entity type: Insurance 
Work authorization: Existing work authorization required for United States
Position type: Direct Hire, Full-Time 
Compensation: ******
Benefits: See below
Relocation: Not specified 
Position functions: Customer service & support
Insurance
 
Travel: Minimal 
Accept candidates: from anywhere 
Languages: English - Fluent
Spanish - Fluent
 
Minimum education: See below 
Minimum years experience: See below 
Resumes accepted in: English
Cover letter: No cover letter requested
Job code: 722656 / Latpro-3552336 
Date posted: Jun-17-2017
State, Zip: Texas, 78201

Description

Cuando se trata de salir adelante, tienes las de ganar. Let's call it great career potential. 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! We provide the support and structure, you provide the interest and motivation. 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 Customer Service 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. When you join us as a Bilingual (Spanish/English) Customer Service Advocate for UnitedHealthcare, you'll have the opportunity to make a difference in the lives of our health plan members each day as they look to you as their trusted advisor and advocate. You'll be empowered to 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 help them make informed decisions about their care services by answering their questions, resolving their issues or helping them enroll in and/or select a health plan. You'll do this by developing and maintaining a productive relationship and interaction with all callers, while providing personalized, and consultative education and information. Here, you'll join us on a mission to deliver the best customer service in the health care industry. Period. Your compassion and customer service expertise combined with our support, training and development will ensure your success. This is no small opportunity. This is where you can bring your compassion for others while doing your life's best work.SM 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-7:00pm). It may be necessary, given the business need, to work occasional overtime or weekends. Our office is located at 5859 Farinon #150, San Antonio, TX 78249.To learn even more about this position, hear from other Customer Service Advocates. Click here to watch a short video about the job:  http://uhg.hr/customerserviceadvocate1 (Note: these videos are labeled with our internal job title of Health Advisor)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.Help guide and educate customers about the fundamentals and benefits of consumer-driven health care topics to include managing their health and well-being by selecting the best benefit plan options, maximizing the value of their health plan benefits and choosing a quality care providerIntervene with care providers (doctor's offices) on behalf of the customer to assist with appointment scheduling or connections with internal specialists for assistance when neededAssist customers in navigating myuhc.com and other UnitedHealth Group websites and encourage and reassure them to become self-sufficientOwn problem through to resolution on behalf of the customer in real time or through comprehensive and timely follow-up with the memberResearch complex issues across multiple databases and work with support resources to resolve customer issues and/or partner with others to resolve escalated issuesProvide education and status on previously submitted pre-authorizations or pre-determination requestsMeet the performance goals established for the position in the areas of: efficiency, call quality, customer satisfaction, first call resolution and attendance


Requirements

Prefer 1 year prior experience in an office setting, call center setting or phone support role, but not requiredSpanish Bilingual RequiredAn education level of at least a high school diploma or GED OR 10 years of equivalent working experienceDemonstrated ability in using computer
and Windows PC applications, which includes strong keyboard and
navigation skills and learning new computer programsDemonstrated ability to quickly build rapport and respond to customers in a compassionate manner by identifying and exceeding customer expectations (responding in respectful, timely manner, consistently meeting commitments)Demonstrated ability to listen
skillfully, collect relevant information, determine immediate requests
and identify the current and future needs of the memberProficient problem solving approach to quickly assess current state and formulate recommendationsProficient in translating
healthcare-related jargon and complex processes into simple,
step-by-step instructions customers can understand and act uponFlexibility to customize approach to meet all types of member communication styles and personalitiesProficient conflict management skills to
include ability to resolve issues in a stressful situation and
demonstrating personal resilienceAbility to work regularly scheduled
shifts within our hours of operation including the training period,
where lunches and breaks are scheduled, with the flexibility to adjust
daily schedule, and work over-time and/or weekends, as neededAll new hires will be required to
successfully complete the  Customer Service training classes and
demonstrate proficiency of the material
There
are several steps in our hiring process - it's a thorough process
because we want to ensure the best job and culture fit for you and for
us. In today's ultra-competitive job market, the importance of putting
your best foot forward is more important than ever. And you can start by
completing all required sections of your application. (i.e. profile,
history, certifications and application/job questions). Once you submit
your resume, you'll receive an email with next steps. This may include a
link for an  on-line pre-screening test(s) (or what we call an
assessment) that we ask you to complete as part of our selection
process.  You may also be asked to complete a digital video interview,
but we will offer full instructions and tips to help you. After you have
completed all of these steps, you can check on the status of your
application at any time, but you will also be notified via e-mail. http://uhg.hr/OurApplicationProcess
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.

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

 

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