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UnitedHealth Group

Bilingual (English/Spanish) Customer Service Advocate - Minnetonka, MN


Food Service Coordinator



Minnetonka, Minnesota, United States

$ 1,500 Sign-On Bonus for External Candidates

If you are located within commutable distance to Minnetonka, MN, you will have the flexibility to work from home and the office in this hybrid role* as you take on some tough challenges.

Cuando se trata de salir adelante y tienes la voluntad de ganar, vamos a llamarlo gran potencial de carrera! Imagine being able to get answers to your health plan questions from someone who speaks the same language as you do. Or, the opposite, not being able to get the answers. At UnitedHealth Group, we want our customers to get those answers by speaking to one of our Bilingual Representatives. If you're fluent in English and Spanish, we can show you how to put all of your skills, your passions and your energy to work in a fast - growing environment.

The Individual and Family Plan Core Member Services organization, part of Government Operations (GO), provides member service and support to members of the UnitedHealthcare Individual and Family insurance programs. As a member of our Adovcate4Me team, you’ll be responsible for providing end to end Customer Advocacy for UHC’s growing Individual and Family membership, one call at a time. You will be expected to 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. The plan includes multiple tiered plan offerings, co-pays, deductibles, co-insurance, complex claim inquires, billing support, and website support.

This unique opportunity will be part of an agile team that is working to drive continuous improvement for our Individual and Family Plans.

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 8:00am - 8:00pm CST. It may be necessary, given the business need, to work occasional overtime.

Our office is located at 12700 Whitewater Dr Minnetonka, MN 55343 Corporate Office. Employees will be required to work about 2-3 times per month (subject to change according to business need).

We offer 6 weeks of paid training. The hours during training will be 8 -4:30 pm CST (times could change based on trainer availability) Monday-Friday. Training will be conducted virtually from your home.

*All Telecommuters will be required to adhere to UnitedHealth Group’s Telecommuter Policy.

Primary Responsibilities:

Solves Complex Problems, anticipates customer needs and proactively identifies solutions:

  • Be a champion of the member advocacy and connect with members regarding anticipated member service needs and resolution of issues, choosing a quality care provider, assisting with appointment scheduling, helping with Pre-authorization and pre-determination requests and status, use of community services, support programs, and resources available to member
  • Foster a performance-based culture built on, accountability, member intervention, recognition, fueled by a passion to serve Individual and Family Plan members
  • Ability to work in the gray area, using critical thinking skills.
  • 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

Acts as a technical resource to others supporting the Individual and Family plans

  • Demonstrates the ability to work independently as a subject matter expert. Act as a technical resource for other advocates; assisting with processes, procedures, and systems related to Individual and Family Plan.
  • Crossover support for member escalations when they request to speak to a supervisor, advocates are empowered to resolve issues with the same urgency and outcomes as a supervisor.
  • Crossover support for Medicaid member calls as needed.
  • Own issue(s) through to resolution on behalf of the member in real time or through comprehensive and timely follow-up with the member as needed.
  • Support innovation and creativity; find creative solutions to overcome barriers for member care and find opportunities to add value, guide members in self-service, proactively set commitments and outreach to providers.

Anticipates customer needs and proactively identifies solutions

  • Effectively refer members to appropriate providers, specialists, and programs, based on member’s needs and eligibility.
  • Interact with customers gathering support data to ensure invoice accuracy and work through specific billing inquires.
  • Identify gaps in processes and work closely with leaders and other department representatives for process improvement.
  • Meet the performance goals established for the position in the areas of efficiency, call quality, customer satisfaction, first call resolution and attendance.
  • Proactively educate members about health care benefits including Behavioral, Dental, Pharmacy, Vision and other benefits, eligibility and claims where applicable. Help guide customers through the multiple tiered plan offerings, co-pays, deductibles, co-insurance, complex claim inquires, billing and website support.

You'll be interacting with members who need your help in resolving an issue. They may be frustrated, and you'll have to manage the conversation with them positively while multi-tasking to get to resolution. You'll leave every day impressed by how much you've accomplished.

You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction 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 (or higher) OR equivalent years of experience
  • Minimum of 4+ years of combined education, work and/or volunteer experience
  • Bilingual fluency in English and Spanish
  • Ability to work an 8-hour shift between the hours of 8:00am – 8:00pm CST
  • Ability to work onsite at 12700 Whitewater Dr Minnetonka, MN 55343 to support collaboration with IFP team members
  • Full COVID-19 vaccination is an essential job function of this role. Candidates located in states that mandate COVID-19 booster doses must also comply with those state requirements. UnitedHealth Group will adhere to all federal, state, and local regulations as well as all client requirements and will obtain necessary proof of vaccination, and boosters when applicable, prior to employment to ensure compliance. Candidates must be able to perform all essential job functions with or without reasonable accommodation.

Preferred Qualifications:

  • 1+ years of experience in Health Care/Insurance environment (Familiarity with medical terminology, health plan documents, or benefit plan design)
  • 1+ years of experience in Customer Service in a call Center environment or 1+ years of experience supporting customers in a healthcare environment
  • UHC Individual and Family Plan (formerly known as Exchange) knowledge
  • Health Care/Insurance environment (familiarity with medical terminology, health plan documents, or benefit plan design)
  • Social work, behavioral health, disease prevention, health promotion and behavior change (working with vulnerable populations)

Telecommuting Requirements:

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

Soft Skills:

  • Ability to demonstrate emotional resilience.
  • Strong verbal and written communication skills.
  • Solid time management, attention to detail, and follow up skills.
  • Ability to effectively listen, review detail and type simultaneously.

UnitedHealth Group requires all new hires and employees to report their COVID-19 vaccination status.

Military & Veterans find your next mission: We know your background and experience is different and we like that. UnitedHealth Group values the skills, experience and dedication that serving in the military demands. In fact, many of the values defined in the service mirror what the UnitedHealth Group culture holds true: Integrity, Compassion, Relationships, Innovation and Performance. Whether you are looking to transition from active duty to a civilian career, or are an experienced veteran or spouse, we want to help guide your career journey. Learn more at

Learn how Teresa, a Senior Quality Analyst, works with military veterans and ensures they receive the best benefits and experience possible.

Careers with UnitedHealthcare. Let's talk about opportunity. Start with a Fortune 5 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 life’s best work.SM

**PLEASE NOTE** The sign on bonus is only available to external candidates. Candidates who are currently working for a UnitedHealth Group, UnitedHealthcare or related entity in a full time, part time, or per diem basis ("Internal Candidates") are not eligible to receive a sign on bonus.

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.

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