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 Sr Customer Service Representative - Bilingual (English and Spanish) - Phoenix, - Phoenix, Arizona, 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: Spanish - Fluent
Minimum education: See below 
Minimum years experience: See below 
Resumes accepted in: English
Cover letter: No cover letter requested
Job code: 719934226 / Latpro-3614619 
Date posted: May-15-2018
State, Zip: Arizona, 85099


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 doingyour life's best work. TheBilingual Senior Customer Service Representative 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 customersResponds to incoming customer service requests, both verbal and writtenIdentifies and assesses customers' needs quickly and accuratelySolves problems systematically, using sound business judgmentPartners with other billing and eligibility department representatives to resolve complex customer service inquiriesMonitors delegated customer service issues to ensure timely and accurate resolutionApplies appropriate communication techniques when responding to customers, particularly in stressful situationsPlaces outgoing phone calls to complete follow-up on customer service requests as necessaryResponds to customer service inquiries in writing as necessaryEstablishes and demonstrates competency in eligibility, billing and receivable systems and associated applicationsImplements customer service strategies and recommends related improvements / enhancementsMaintains timely, accurate documentation for all appropriate transactionsMakes corrections and adjustmentsConsistently meets established productivity, schedule adherence, and quality standardsProactively seeks to further develop billing and accounts receivable competenciesKeeps management abreast of all outstanding issuesAdapts procedures, processes, and techniques to meet the more complex position requirementsAddresses special (ad-hoc) projects as appropriateSeeks involvement in continuous quality improvement initiativesEnsures quality customer service for internal and external customersWork
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 needsFollowing
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 benefitsIf
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 appointmentIf Member is identified as having an issue meeting basic needs the agent would help connect the member to community resourcesResponsible
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 requestsWhen
appropriate, agents would need to escalate members to social or
clinical resources for members requiring more specialized supportWork
offline to resolve member barriers to care requiring more research and
follow-up with the member to help remove care barriersWork
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 memberWelcome
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 planWhen
appropriate, encourage members to appropriately utilize services in an
effort to improve the health and wellbeing of all members. This might
include education about the importance of using the ER only in true
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 assignmentWhen
possible, order replacement member materials (ID cards, welcome
packets) if a member reports that they have not received them or if the
member has had a change of addressWhen
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
assistanceDocument member responses and call outcomes in the auto-dialer, Access Database, or CareOne as appropriate

Required Qualifications:
High School Diploma / GED or higher 1+
years of customer service experience analyzing and solving customer
problems, or 1+ year of experience in an office setting environment
using the telephone and computer as the primary instruments to perform
job duties2+ years of experience with Internet Explorer2+ years of experience with Microsoft Excel including data entry, sorting, creating, and modifying spreadsheets2+ years of experience with Microsoft Word including data entry and documentation creation2+ years of experience with Microsoft Outlook including email communications and calendarFluent in English and Spanish Preferred Qualifications:
Knowledge of managed care industryHealthcare experienceKnowledge of billing / finance and eligibility processes, practices and conceptsSoft Skills:
Ability to navigate a computer while on the phoneAbility to multi-task, this includes ability to understand multiple products and multiple levels of benefits within each productAbility to remain focused and productive each day though tasks may be repetitiveWilling to work and contribute in a team environmentAbility to execute own assignments under direction of experienced staffAbility to balance and prioritize multiple tasksFlexible to changeResponsive to management's requests and suggestion; takes directionDevelops goals for self and monitors progressSeeks assistance as appropriateAbility to troubleshoot problemsCompletes assignments thoroughly, accurately and on timeDemonstrates the potential for development of strong written and verbal communication skillsPersists at tasks and maintains high energy levelListens effectivelySeeks additional job responsibilitiesDemonstrates customer education and negotiation skillsDemonstrates basic analytical skillsOrientation towards team environmentHas firm understanding of the problems and issues of clients and the business environmentDemonstrated ability in customer service problem resolution and relationship buildingPhysical Requirements and Work Environment:
speaking, listening using a headset, sitting, use of hands / fingers
across keyboard or mouse, handling other objects, long periods working
at a computerService center environment with moderate noise level due to Representatives talking, computers, printers, and floor activityCareers 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.

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: Spanish, Russian, bilingual, customer service, analyzing, solutions


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