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 Senior Customer Service Representative (Bilingual Korean & English) - Flushing, - Flushing, New York, United States

   
Job information
Posted by: UHG 
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: 720037815 / Latpro-3626780 
Date posted: Jul-21-2018
State, Zip: New York, 11351

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.

Positions in this function are responsible for providing expertise and customer service support to members as part of our UnitedHealthcare Advocate4Me model. Direct phone-based customer interaction to address complex member needs and provide recommendations on services that may help close gaps in care for the member and / or the member's family. May authorizes claims payments or refer claims to investigators for further review.

Primary Responsibilities:
  • Own problem through to resolution on behalf of the member in real time or through comprehensive and timely follow-up with the member
  • Effectively refers and enrolls members to appropriate internal specialists and programs, based on member's needs and eligibility
  • 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.
  • Resolve member service inquiries related to:
    • Medical benefits, eligibility and claims
    • Terminology and plan design
    • Financial spending accounts
    • Pharmacy benefits, eligibility and claims
    • Correspondence requests
  • Educate members about the fundamentals of health care benefits including:
    • Managing health and well being
    • Maximizing the value of their health plan benefits
    • Choosing a quality care provider and appointment scheduling
    • Pre-authorization status
  • Assist members in appointment scheduling to proactively address gaps in care
  • Intervene with care on behalf of the customer to assist with appointment scheduling or connections with internal specialists for assistance when needed
  • Research complex issues across multiple databases and work with support resources to resolve customer issues and/or partner with others to resolve escalated issues
  • Meet the performance goals established for the position in the areas of: efficiency, call quality, customer satisfaction, first call resolution and attendance
  • Maximizes use of community services, support programs, and resources available to member
  • Extensive work experience within own function
  • Work is frequently completed without established procedures
  • Works independently
  • May act as a resource for others
  • May coordinate others' activities

Required Qualifications:
  • High School Diploma / GED (or higher)
  • 1+ years prior experience in an office setting, call center setting or phone support role
  • Bilingual fluency in English and Korean (speak, read, and write)
  • Ability to work regularly scheduled shifts within hours of operation including the training period, where lunches and breaks are scheduled, with flexibility to adjust daily schedule, and work over-time, as needed
Preferred Qualifications:
  • Undergraduate Degree (or higher)
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, consistently meeting commitments)
  • Demonstrated ability to listen skillfully, collect relevant information, determine immediate requests and identify the current and future needs of the member
  • Flexibility to customize approach to meet all types of member communication styles and personalities
  • Proficient conflict management skills to include ability to resolve issues in a stressful situation and demonstrating personal resilience
  • Proficient problem-solving approach to quickly assess current state and formulate recommendations
  • Proficient conflict management skills to include ability to resolve issues in a stressful situation and demonstrating personal resilience
There are several steps in our hiring process - its a thorough process because we want to ensure the best job and culture fit for you and for us. In todays 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, youll 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. http://uhg.hr/OurApplicationProcess
 
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 wherever 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 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, Korean, bilingual


Requirements

See job description.

 

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