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 Bilingual (Vietnamese / English) Senior Customer Service Representative - New - New York, New York, United States

Job information
Posted by: Community and State 
Hiring entity type: Other 
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: Unspecified 
Accept candidates: from anywhere 
Languages: English - Fluent
Minimum education: See below 
Minimum years experience: See below 
Resumes accepted in: English
Cover letter: No cover letter requested
Job code: 718220203 / Latpro-3571323 
Date posted: Sep-22-2017
State, Zip: New York, 10001


Position Description:Welcome to one of the toughest and most fulfilling ways to help people, including yourself. We offer the latest tools, most intensive training program in the industry and nearly limitless opportunities for advancement. Join us and start doing your life's best work. The Bilingual Senior Customer Service Representative - DSNP Retention Team is responsible for handling all incoming Billing and Eligibility phone calls and for serving as the primary customer interface for departmental inquiries. Primary Responsibilities:

Ensures quality customer service for internal and external customers
Responds to incoming customer service requests, both verbal and written
Identifies and assesses customers' needs quickly and accurately
Solves problems systematically, using sound business judgment
Partners with other billing and eligibility department representatives to resolve complex customer service inquiries
Monitors delegated customer service issues to ensure timely and accurate resolution
Applies appropriate communication techniques when responding to customers, particularly in stressful situations
Places outgoing phone calls to complete follow-up on customer service requests as necessary
Responds to customer service inquiries in writing as necessary
Establishes and demonstrates competency in eligibility, billing and receivable systems and associated applications
Implements customer service strategies and recommends related improvements / enhancements
Maintains timely, accurate documentation for all appropriate transactions
Makes corrections and adjustments
Consistently meets established productivity, schedule adherence, and quality standards
Proactively seeks to further develop billing and accounts receivable competencies
Keeps management abreast of all outstanding issues
Adapts procedures, processes, and techniques to meet the more complex position requirements
Addresses special (ad-hoc) projects as appropriate
Seeks involvement in continuous quality improvement initiatives
Ensures quality customer service for internal and external customers
Work via an auto-dialer or manually dial members as identified by the Clinical Quality team to remind the member of a gap in their care according to evidence based medicine guidelines and assist the member with barriers they may have to addressing their health needs
Following a call anatomy, connect with the member to establish a trusting relationship and, utilizing job aids and critical thinking skills, assess the barriers that are prohibiting the member from seeking the proper care, and answer members question about benefits
If Barrier to Care is provider related the agent will assist the member with finding a new doctor and working with provider's office to set up new appointment
If member is identified as having an issue, meeting basic needs the agent would help connect the member to community resources
Responsible for the resolution of escalated member calls that are received by the call center. This could include connecting members with community resources, assisting members to locate a specialist, supporting the intake and resolution of appeals and grievances or resolving other nonstandard member requests
When appropriate, agents would need to escalate members to social or clinical resources for members requiring more specialized support
Work offline to resolve member barriers to care requiring more research and follow-up with the member to help remove care barriers
Work via an auto-dialer, contact newly enrolled members as identified by the Business Intelligence team to welcome them to our health plans. The primary goal of this interaction is to develop a positive relationship and ensure the member has the information and documentation they need to have a positive experience as our member
Welcome the member to their respective health plan by verifying key information about the member (home address, PCP assignment, etc.) and discussing the benefits available through the plan
When appropriate, encourage members to appropriately utilize services in an effort to improve the health and well-being of all members. This might include education about the importance of using the ER only in true emergencies
Complete a Health Risk Assessment following the UnitedHealthcare national standard HRA as programmed into CareOne and the HRA database (when necessary)
When possible, correct member information in our databases, including the member's address, PCP assignment
When possible, order replacement member materials (ID cards, welcome packets) if member reports that they have not received them or if the member has had a change of address
When necessary, transfer the member to: member services for advance benefits questions or Care management, if the member has an emergent physical health need or to Optum, if the member has an emergent behavioral health need. If unable to transfer the member, provide the member with the appropriate phone number to contact the resources they need for assistance
Document member responses and call outcomes in the auto-dialer, Access Database, or CareOne as appropriate

Required Qualifications:

High School Diploma / GED
Bilingual inVietnamese and English
1+ years of customer service experience analyzing and solving customer problems, or 1+ years of experience in an office setting environment using the telephone and computer as the primary instruments to perform job duties
2+ years of experience with Internet Explorer
2+ years of experience with Microsoft Excel including data entry, sorting, creating, and modifying spreadsheets
2+ years of experience with Microsoft Word including data entry and documentation creation
2+ years of experience with Microsoft Outlook including email communications and calendar
Available to work 40 hours per week anytime within the operating hours of the site 7:00 am - 7:00 pm, Monday - Friday
Preferred Qualifications:

Knowledge of managed care industry
Healthcare experience
Knowledge of Billing / Finance and Eligibility processes, practices and concepts
Soft Skills:

Ability to navigate a computer while on the phone
Ability to multi-task, this includes ability to understand multiple products and multiple levels of benefits within each product
Ability to remain focused and productive each day though tasks may be repetitive
Willing to work and contribute in a team environment
Ability to execute own assignments under direction of experienced staff
Ability to balance and prioritize multiple tasks
Flexible to change
Responsive to management's requests and suggestion; takes direction
Develops goals for self and monitors progress
Seeks assistance as appropriate
Ability to troubleshoot problems
Completes assignments thoroughly, accurately and on time
Demonstrates the potential for development of strong written and verbal communication skills
Persists at tasks and maintains high energy level
Listens effectively
Seeks additional job responsibilities
Demonstrates customer education and negotiation skills
Demonstrates basic analytical skills
Orientation towards team environment
Has firm understanding of the problems and issues of clients and the business environment
Demonstrated ability in customer service problem resolution and relationship building
Physical Requirements and Work Environment:

Frequent speaking, listening using a headset, sitting, use of hands / fingers across keyboard or mouse, handling other objects, long periods working at a computer
Service center environment with moderate noise level due to Representatives talking, computers, printers, and floor activity
Careers at UnitedHealthcare Community & State. Challenge brings out the best in us. It also attracts the best. That's why you'll find some of the most amazingly talented people in healthcare here. We serve the healthcare needs of low income adults and children with debilitating illnesses such as Cardiovascular Disease, Diabetes, HIV/AIDS and High-risk Pregnancy. Our holistic, outcomes-based approach considers social, behavioral, economic, physical and environmental factors. Join us. Work with proactive Healthcare, Community, and Government partners to heal healthcare and create positive change for those who need it most. This is the place to do your lifes best work.

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, customer service advocate, customer service rep, SME, Senior, SR, bilingual, Vietnamese


See job description.


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