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 Bilingual English and Chinese ( Cantonese and Mandarin) Service Account Manager - Alhambra, California, 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: Sales
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: 720379777 / Latpro-3666027 
Date posted: Feb-15-2019
State, Zip: California, 91801


The purpose of this role is to interact with members regarding medical and pharmacy benefits, eligibility & 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 Service Account Manager Associate builds trust with members across their health care lifecycle.

Primary Responsibilities:
  • Provide in language service to Chinese and English speaking customers over the phone
  • 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 members needs and eligibility
  • Respond to and resolve on the first walk - in, customer service inquires and issues by identifying the topic and type of assistance the customer needs such as benefits, eligibility and claims, financial spending accounts and correspondence.
  • Resolve member service inquiries related to:  

       - Terminology and plan design

       - Financial spending accounts

       - Pharmacy benefits, eligibility and claims

       - Correspondence requests and Medical benefits, eligibility and claims

  • 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

       - Pre-authorization and pre-determination requests and 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
    own the resolution of all customer issues and anticipate their future healthcare needs or potential opportunities to improve the experience
  • Overcome objections and persuade members to take action / change behavior
  • Use analytical thought process to dissect complex claim issue, and complete appropriate steps to resolve identified issues/or partner with others to resolve escalated issues.
  • Provide education and status on previously submitted pre-authorizations or pre-determination requests
  • 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 social services, support programs, and resources available to members by outreaching to CBOs
  • Make outbound calls for various events organized by the team for higher event participation, successful member onboarding

Required Qualifications:

  • High school diploma or GED or higher
  • Bilingual fluency (verbal and written) in Chinese (both Cantonese and Mandarin) and English required
  • 1+ year in a Customer Service environment. Proven customer service skills and experience working in  retail, call centers, or any other professional setting
  • Upon hire you must successful completion of UnitedHealthcare Operations CCP new hire training and demonstrated proficiency required. This role will also be required to successful complete the UnitedHealthcare Operations Customer Service Advocate training classes and demonstrate proficiency of the material
  • California Health License required or the ability to obtain license within 30 days of employment
  • Must be able to navigate a computer
  • Ability to navigate through multiple  programs including Microsoft Excel (create spreadsheets) and Microsoft Word (update documents) Access (store information for reference, reporting)
  • Access to reliable transportation that will enable you to travel to other sites 
Preferred Qualifications: 
  • Bachelors degree preferred
  • Experience in Health Care/Insurance environment, preferred (Familiarity with medical terminology, health  plan documents, or benefit plan design)
  • Previous 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 member
  • Ability to overcome objections and persuade members to take action / change behavior
  • Ability to utilize multiple systems/platforms while on a call with a member strong computer skills and technical aptitude
  • Proficient problem solving approach to quickly assess current state and formulate recommendations
  • Flexibility to customize approach to meet all types of member communication styles and personalities
  • Excellent conflict management skills including:
  • Professionally and adeptly resolve issues while under stress 
  • Diffuse conflict and member distress 
  • Demonstrate personal resilience
  • Strong verbal and written communication skills. Solid time management skills
  • Strong attention to detail 

Physical Requirements and Work Environment:

  • Able to lift 30 lb boxes

Helping create positive customer experiences for our members can drive your sense of impact and purpose. Join us as we improve the lives of millions. Learn more about how you can start doing your life's best work.SM

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 health care. 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 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.


Keywords: UnitedHealth Group, UnitedHealth Care, Health Care, Sales, Medicaid, Retirement, Bilingual, Chinese, Cantonese, Mandarin, Language, customer service, California Health License


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