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 Bilingual (Spanish / English) Customer Service Advocate (Medicare & Retirement) - IRVING, 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
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: 731600 / Latpro-3566125 
Date posted: Aug-25-2017
State, Zip: Texas, 75014


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-Sunday. Employees are required to have flexibility to work any of our 8 hour shift schedules during our normal business hours of (7am-10pm). It may be necessary, given the business need, to work occasional overtime. Our office is located at 5150 Regent Blvd, Irving, TX 75063.   To learn even more about this position, hear from other Customer Service Advocates. Click here to watch a short video about the job: (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 provider Intervene with care providers (doctor's offices) on behalf of the customer to assist with appointment scheduling or connections with internal specialists for assistance when needed Assist customers in navigating and other UnitedHealth Group websites and encourage and reassure them to become self-sufficient Own problem through to resolution on behalf of the customer in real time or through comprehensive and timely follow-up with the member Research complex issues across multiple databases and work with support resources to resolve customer issues and/or partner with others to resolve escalated issues Provide education and status on previously submitted pre-authorizations or pre-determination requests Meet the performance goals established for the position in the areas of: efficiency, call quality, customer satisfaction, first call resolution and attendance


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.

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.SMDiversity 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.


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