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 Customer Service Advocate Bilingual Vietnamese - Chinatown, NY - New York, New York, United States

Job information
Posted by: Employer and Individual 
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: 719338476 / Latpro-3594287 
Date posted: Feb-02-2018
State, Zip: New York, 10013


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 purpose
of this role is to interact with members regarding medical and pharmacy
benefits, eligibility and claims issues and to assist with plan
selection and enrollment. This role is expected to identify
opportunities to connect members to the best resources to meet their
healthcare needs and provide support in order to resolve medical and
benefits issues on behalf of a member. The Bilingual Vietnamese Customer Service Advocate builds trust with members across their health care life-cycle.

Primary Responsibilities:

Provide in - language service to Vietnamese and English speaking customers over the phoneOwn problem through to resolution on behalf of the
member in real time or through comprehensive and timely follow - up with
the memberEffectively refers and enrolls members to appropriate internal specialists and programs, based on members' needs and eligibilityRespond 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. Resolve member service inquiries related to: Medical
benefits, eligibility and claims, terminology and plan design, financial
spending accounts, pharmacy benefits, eligibility, and claims, and
correspondence request. Educate members about the fundamentals of health care
benefits including: Managing health and well - being, maximizing the
value of their health plan benefits, selecting the best health plan to
meet their health needs, choosing a quality care provider and
appointment scheduling, premium provider education and steerage, and pre
- authorization and pre - determination requests and statusAssist members in appointment scheduling to proactively address gaps in careIntervene with care on behalf of the customer to
assist with appointment scheduling or connections with internal
specialists for assistance when neededResearch complex issues across multiple databases and
work with support resources to own the resolution of all customer
issues and anticipate their future healthcare needs or potential
opportunities to improve the experienceProvide 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 attendanceMaximizes use of community services, support programs, and resources available to members

Required Qualifications:

High School Diploma / GED or higher Bilingual fluency (verbal) in Vietnamese and EnglishAbility to work regularly scheduled shifts within our
hours of operation (Monday to Friday 9:00 AM to 8:30 PM eastern time),
where lunches and breaks are scheduled, with the flexibility to adjust
daily schedule, and work overtime and / or weekends, as neededAbility to successfully complete the UnitedHealthcare
Operations new hire training and demonstrated proficiency and the
UnitedHealthcare Operations Customer Service Advocate training classes
and demonstrate proficiency of the material
Preferred Qualifications:

Associates Degree (or higher)Bilingual fluency (written) in Vietnamese and English1+ years in a Customer Service environment with
proven customer service skills and experience working in retail, call
centers, or any other professional settingExperience in a Health Care / Insurance environment -
Familiarity with medical terminology, health plan documents, or benefit
plan designPrevious experience in translating healthcare -
related jargon and complex processes into simple, step - by - step
instructions customers can understand and act upon
Soft Skills:

Demonstrated ability to quickly build rapport and
respond to customers in a compassionate manner by identifying and
exceeding customer expectations (responding in respectful, timely manner
and delivering on commitments)Demonstrated ability to listen skillfully, collect
relevant information, determine immediate requests and identify the
current and future needs of the memberAbility to overcome objections and persuade members to take action / change behaviorAbility to utilize multiple systems / platforms while on a call with a member strong computer skills and technical aptitudeProficient problem solving approach to quickly assess current state and formulate recommendationsFlexibility to customize approach to meet all types of member communication styles and personalitiesExcellent conflict management skills including:
Professionally and adeptly resolve issues while under stress, diffuse
conflict and member distress, and demonstrate personal resilienceStrong verbal and written communication skills. Solid time management skillsStrong attention to detail
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

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 healthcare. 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 lifes best

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: Bilingual, Vietnamese, Customer Service, Call Center, UHC, UnitedHealthcare, UHG, UnitedHealth Group


See job description.


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