Customer Resolution Advocate - Remote in TX

Requisition Number: 2351757
At UnitedHealthcare, we're simplifying the health care experience, creating healthier communities and removing barriers to quality care. The work you do here impacts the lives of millions of people for the better. Come build the health care system of tomorrow, making it more responsive, affordable and equitable. Ready to make a difference? Join us to start Caring. Connecting. Growing together.
It's a big step forward when you realize that you've earned the trust to lead a team. Now, let's determine just how big that step can be. Take on this role with UnitedHealth Group and you'll be part of a team that's reshaping how health care works for millions. Now, you can take advantage of some of the best resources and tools in the world to help serve our members. You'll play a lead role in a high volume, focused and performance driven call center where the goal is always to connect with members and enhance the customer experience. This is no small opportunity. This is where you can bring your compassion for others while building your career.
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 8:30am - 5:30pm CT, including the flexibility to work 1 day per week with a shift of 10:00am - 7:00pm CST. Employees are also required to work a Saturday from 8:00am - 1:00pm CST approximately every 6-8 weeks. It may be necessary, given the business need, to work occasional overtime and weekends.
We offer 4 weeks of paid training. The hours during training will be 8:30am to 5:30pm CST, Monday - Friday. The candidate must be able study for and obtain a health and life insurance agent license within 90 days of the hire date. This is a company paid benefit and you may keep the license throughout your career journey. No license is required to start the job, and it is company paid. Training will be conducted virtually from your home.
If you are located within Texas, you will have the flexibility to work remotely* as you take on some tough challenges.
Primary Responsibilities:

• Provide expertise and customer service support to members, customers, and/or providers
• Serve as the liaison to a complex customer base to manage first level response and resolution of escalated issues with external and internal customers
• Identify and resolve operational problems using defined processes, expertise and judgment
• Investigate claim and/or customer service issues as identified and communicate resolutions to customers
• Provide feedback to team members regarding improvement opportunities

This role is equally challenging and rewarding. Within a high- volume environment, you'll need to model and act as an ambassador for the company while solving complex health care inquiries. The Customer Resolution Advocate acts as a customer advocate to resolve escalating and complex issues.
You'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear directions on what it takes to succeed in your role as well as provide development for other roles you may be interested in.
Required Qualifications:

• High School Diploma/GED
• 2+ years of customer service experience analyzing and solving complex customer problems
• 1+ years of experience within the healthcare insurance industry
• Experience with computer and Microsoft Office software applications including Microsoft Word (creating, editing, saving and sharing documents), Microsoft Excel (creating, saving, editing, sharing files) and Microsoft Outlook (creating rules and using calendar, creating, copying, editing and sending correspondence) which includes the ability to learn new and complex computer system applications
• Ability to work an 8-hour shift between the hours of 8:30am - 5:30pm CST Monday - Friday, including the flexibility to work one 10:00am - 7:00pm CST shift per week and one Saturday from 8:00am - 1:00pm CST every 6-8 weeks. It may be necessary, given the business need, to work occasional overtime and weekends
• Must be 18 years of age OR older

Preferred Qualifications:

• Bilingual fluency in English and Spanish

Telecommuting Requirements:

• Reside within TX
• Ability to keep all company sensitive documents secure (if applicable)
• Required to have a dedicated work area established that is separated from other living areas and provides information privacy.
• Must live in a location that can receive a UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet service

*All Telecommuters will be required to adhere to UnitedHealth Group's Telecommuter Policy.
Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with us, you'll find a far-reaching choice of benefits and incentives. The hourly pay for this role will range from $20.38 to $36.44 per hour based on full-time employment. We comply with all minimum wage laws as applicable.
At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone-of every race, gender, sexuality, age, location, and income-deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups, and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes - an enterprise priority reflected in our mission.
UnitedHealth Group is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.
UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.
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