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UnitedHealth Group

Bilingual English/ Spanish - Senior Customer Service Representative - San Antonio, TX

Healthcare

Food Service Coordinator

No

San Antonio, Texas, United States

If you are located in a commutable distance of San Antonio, TX, you will have the flexibility to work from home and the office in this hybrid role* as you take on some tough challenges.

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.

This is your chance to take your customer service career to the next level. At Optum, we’re changing the way health care works for the better and we want motivated people like you to join us. You'll find unrivaled support and training as well as a wealth of growth and development opportunities driven by your performance and limited only by your imagination. Join us. There's no better place to help people live healthier lives while doing your life’s best work.SM

As a Senior Customer Service Representative, you'll compassionately deliver an exceptional experience to between 50 to 70 callers per day, always remembering that there is a real person on the other end of the phone who is looking for help, guidance, and support. You'll also provide support to your team members by serving as a resource or subject matter expert. Both of these are opportunities for you to identify and exceed our customer expectations by committing to and building strong relationships internally and externally. At the end, you’ll know you performed with integrity and delivered the best customer service experience making all your customers and team members feel better because they talked to you.

Responsible for conducting intake services from internal and external correspondence through telephonic inquiry. In addition to conducting telephonic outreach services, this position assists low-income Medicare beneficiaries with the qualification and application process for Medicare Savings Programs and other types of assistance and educates on Medicare and Medicaid.

This position is full-time (40 hours/week) Monday - Friday. Employees are required to work during our normal business hours of 8:00am - 5:00pm. It may be necessary, given the business need, to work occasional overtime. Our office is located at 12447 Network Blvd, Ste 109San Antonio, TX 78249. Employees will be required to work 2 days onsite and 3 days from home

Primary Responsibilities:

  • Accurately pre-qualifies Medicare-eligible individuals per program guidelines and submits applications for approval on a timely basis, focusing on monthly production goals and conversion rate quotas
  • Conducts intake services from incoming correspondence, telephonic inquiries, and telephonic outreach activities. Analyses and assesses state Medicaid eligibility criteria for enrollment in Medicare Savings Programs
  • Research complex issues across multiple databases and work with support resources to resolve member issues and/or partner with others to resolve escalated issues
  • Maintains assigned caseload and accurately inputs and maintains a contact database
  • Own problem through to resolution on behalf of the member in real time or through comprehensive and timely follow-up with the member
  • Serve as a resource or Subject Matter Expert (SME) for other team members or internal customers
  • Communicates effectively with elderly individuals and state and government personnel as well as other internal departments
  • Handle escalated calls, resolving more complex member issues in a one and done manner
  • Answer incoming phone calls from members and identify the type of assistance the member
  • Ask appropriate questions and listen actively to identify specific questions or issues while documenting required information in computer systems
  • Educate members on the State eligibility process and keeping their certification current
  • Maintains customer and organization confidentiality at all times.
  • Performs all other related duties as assigned

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 10+ years of equivalent working experience
  • 1+ years Customer Service Representative (CSR) experience
  • Bilingual (English/Spanish) language proficiency
  • Proficient in Microsoft Word (creating and editing documents), Microsoft Excel (creating and editing tables), and Microsoft Outlook (email and calendar management)
  • Familiarity with computer and Windows PC applications, which includes the ability to learn new and complex computer system applications
  • Ability to work from 8:00am - 5:00pm, Monday to Friday including the flexibility to work occasional overtime
  • 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:

  • Associate’s Degree in related field
  • 1+ years of experience with adult Medicaid programs and CMS guidelines

Telecommuting Requirements:

  • Reside within a communible distance from San Antonio, TX
  • 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 customer service and proper telephone etiquette
  • Strong / Solid oral and written communication skills
  • Solid listening, critical thinking, decision making, telephone, customer service, and problem - solving skills

Physical and Work Environment:

  • Ability to lift up to 25lbs
  • Ability to sit for extended periods of time
  • Ability to use fine motor skills to operate office equipment and/or machinery

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 https://uhg.hr/transitioning-military

Learn how Teresa, a Senior Quality Analyst, works with military veterans and ensures they receive the best benefits and experience possible. https://uhg.hr/vet

Careers with WellMed. Our focus is simple. We’re innovators in preventative health care, striving to change the face of health care for seniors. We’re impacting 90,000+ lives primarily Medicare eligible seniors in Texas and Florida, through primary and multi-specialty clinics, and contracted medical management services. We’ve joined Optum, part of the UnitedHealth Group family of companies, and our mission is to help the sick become well and help patients understand and control their health in a lifelong effort at wellness. Our providers and staff are selected for their dedication and focus on preventative, proactive care. For you, that means one incredible team and a singular opportunity to do 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.

#RPO, #RED

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