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 Bilingual (Spanish / English) Community & State Consumer Retention Specialist - - GREEN BAY, Wisconsin, 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: 752352 / Latpro-3596837 
Date posted: Feb-12-2018
State, Zip: Wisconsin, 54301

Description

Cuando se trata de salir adelante y tienes la voluntad de ganar, vamos a llamarlo gran potencial de carrera!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. The Community & State Consumer Retention Specialist role is within the M&R Telesales segment of United Healthcare. This position is for non-licensed individuals who will be responsible for leading both inbound and outbound call efforts building connections with past and present United Healthcare members through exceptional customer service skills. These efforts help to identify the specific wants and needs of the Medicaid population as well as supporting the organizations goal of further retaining membership and closing gaps in care. The information gathered will be utilized to better align the organization for growth within key markets while focusing on meeting the needs of our consumers.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 (7am -7pm). It may be necessary, given the business need, to work occasional overtime or weekends. Our office is located at 3100 AMS Blvd, Green Bay, WI 54313.What are the reasons to consider working for UnitedHealth Group?   Put it all together - competitive base pay, a full and comprehensive benefit program, performance rewards, and a management team who demonstrates their commitment to your success.   Some of our offerings includes: 18 days of Paid Time Off which you start to accrue with your first pay period plus 8 Paid HolidaysMedical Plan options along with participation in a Health Spending Account or a Health Saving accountDental, Vision, Life& AD&D Insurance along with Short-term disability and Long-Term Disability coverage401(k) Savings Plan, Employee Stock Purchase PlanEducation Reimbursement - up to $5,250 per calendar year for job-related courseworkAssistance PlanEmployee DiscountsEmployee Assistance ProgramEmployee Referral Bonus ProgramVoluntary Benefits (pet insurance, legal insurance, LTC Insurance, etc.) More information can be downloaded at: http://uhg.hr/uhgbenefitsResponsibilities: Inbound and Outbound Call Campaign Support & Results:Maintain a strong understanding of State Medicaid programsMeet/Exceed basic call center metrics and expectations consistently (Quality, Adherence, Campaign outcomes, Attendance, etc.)Accurately and efficiently collect and input pertinent information obtained into the appropriate company systemsAbility to navigate through multiple systems, with a general understanding of the United HealthCare Products and Benefits. Create meaningful, compassionate connections with Community and State consumers while engaging in fact finding conversationsDemonstrate compassion while working with individuals who are economically disadvantaged, medically underserved or without employer funder health coverageComfortable with Medicaid eligible client base and possesses compassion and understanding for the Medicaid population. Inbound: 25% Effective organizational skills with a personal focus to complete tasks within communicated deadlinesExcellent communication skills - demonstrating high level writing and verbal skills.  Effective with the dissemination of information and good listenerAbility to multi-task; understand different Community and State campaigns and how United Healthcare can become or remain relevant in key marketsOutbound: 65% Daily management and completion of  multiple Community and State call campaigns with initiatives that vary by campaignStrong understanding of prioritizing business goals to meet expected campaign deadlinesWith frequent change in campaigns, showcase the ability to exhibit self-direction on prioritizing the daily campaign needs with limited direction Adhere to call center format of a prescheduled day, demonstrating flexibility for both inbound and outbound call effortsConduct former member surveys thoroughly and professionally while following an approved scriptContact newly enrolled members as identified by the Business to welcome them to our health plans. The primary goal of this interaction is to verify key information about the member and review the plan benefits available.  The representative should be able to develop a positive relationship and ensure the member has the information and documentation they need to have a positive experience as our member.  Complete a Health Risk Assessment following the UnitedHealthcare national standard HRA as programmed into CareOne and the HRA database.Offline Performance Focus: - 10% Work effectively with team, and across the organization, to further the goals of the business.  Building skills through Team Meetings, 1x1 Coaching, Call calibrations, Peer Coaching's etc.Desired Soft Skills Understand & supportive of company's vision and mission linked to direct application of methods and strategies to accomplish Community and State business goals.Self-driven goal oriented individual with the desire to go above and beyond for a consumer while meeting business metricsAbility to demonstrate United HealthCare's Core Values with internal and external interactions.  Team player with the ability to be flexible in a changing environment.


Requirements

Qualifications

Spanish Bilingual RequiredMinimum of 1 year customer service experience in a related
environment   An 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 programs        Demonstrated ability to listen skillfully, collect relevant
information, determine need and consult with caller to provide appropriate
product to fit their needsFlexibility to customize approach to meet all types of caller
communication styles and personalitiesAbility 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
Sales and Service Training classes and demonstrate proficiency of the
materialPhysical Requirements and Work
Environment
Ability to converse with consumers / members for the a full
day's work, listening using a headset, sitting, use of hands / fingers across
keyboard or mouse, long periods working at a computerService center environment has a moderate noise level due to
representatives talking, computers, printers, and floor
activity
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 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/OurApplicationProcessKeywords: 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,
SpanishCareers at UnitedHealthcare Medicare &
Retirement.The Boomer generation is the fastest growing market segment
in health care. And we are the largest business in the nation dedicated to
serving their unique health and well-being needs. Up for the challenge of a
lifetime? Join a team of the best and the brightest to find bold new ways to
proactively improve the health and quality of life of these 9 million customers.
You'll find a wealth of dynamic opportunities to grow and develop as we work
together to heal and strengthen our health care system. Ready? It's time to do
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.

 

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