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.
Turn on the news on any night of the week and you're likely to hear about the changes that are sweeping through our health care system. It's dramatic. It's positive. And it's being led by companies like UnitedHealth Group. Now, you can take advantage of some of the best training and tools in the world to help serve our existing and new customers. As a senior member of our Advocate4Me team, you'll provide our members with the information they need to make better decisions about their health, helping them get access to the right care the first time. Every day, you'll help 50 to 70 callers, in a compassionate and empathetic manner, providing guidance, support and resolving escalated issues. This is no small opportunity.
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.
Provide in language service to Chinese and/or 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 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
Educate members about the fundamentals of health care benefits
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
Proactively identifies new solutions to problems
Often acts as a technical resource to others in own function
Demonstrates a depth and breadth of knowledge / skills in own area and is often able to apply these outside of own function
Provide education and status on previously submitted pre-authorizations or pre-determination requestsAbility to overcome objections and persuade members to take action / change behavior
Meet the performance goals established for the position in the areas of: efficiency, call quality, customer satisfaction, first call resolution and attendance
Provide technical support to other service advocates
Extensive work experience, possibly in multiple functions
Work does not usually require established procedures
Acts as a resource for others
Coordinates others' activities
Bilingual fluency (verbal and written) in Chinese Cantonese and Mandarin and English required
High School Diploma / GED
1+ years of Healthcare experience
2+ years in a customer service environment (proven customer service skills and experience)
UnitedHealth Group is a team of more than 200,000 people who are building career success through commitment, compassion and a desire to make a difference. Join us. Learn more about how you can start doing your life's best work.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.
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: Cantonese, Mandarin, Healthcare, customer service, Call Center