Bilingual (English / Spanish) Customer Service Quality / Audit Representative Senior - Current Onsite OR Remote in Multiple Loca

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.

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 resources and tools in the world to help serve our members by ensuring the quality of our customer service operations and the customer experience. This is no small opportunity.

This position is full-time (40 hours/week) Monday - Friday. Employees are required to work our normal business hours of 8:00am – 5:00pm. It may be necessary, given the business need, to work occasional overtime and/or weekends.

If you are an internal candidate and are currently working onsite, you will continue to report in the office but for internal candidates currently working remote OR are an external candidate that is within commutable distance of the office locations listed in the requirements, you will be working remotely from home with occasional travel to the office for meetings, trainings or other business needs.

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

Primary Responsibilities:

• Monitor agents and representatives for compliance with established processes, policies, and guidelines.
• Utilize applicable systems/tools to maintain and document Quality metrics/outcomes
• Work independently; plan, prioritize, organize and complete work to meet established objectives
• Use critical thinking skills to determine business impact when completing an evaluation
• Clear and concise communication skills
• Identify opportunities to improve process performance
• Responsible for all aspects of quality assurance
• Works with team to solve complex problems
• Other responsibilities as assigned

This role is equally challenging and rewarding. The entire customer service operation is reliant on your ability to audit calls and provide feedback to team members, as well as analyzing information to build recommendations.

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 1+ years of equivalent work experience within a call center
• 1+ years of experience working in the Producer Help Desk department of United Healthcare handling telephone calls from sales agents
• Bilingual fluency in English and Spanish
• Experience working with Microsoft Office including Microsoft Outlook (ability to create, edit, send and save emails), Microsoft Word (create edit and save documents), and Microsoft Excel (ability to read and sort data)
• Ability to work our normal business hours of 8:00am to 5:00pm, Monday - Friday

Preferred Qualifications:

• Experience in customer service call auditing; preferably in health care
• Previous Medicare / Medicaid experience

Telecommuting Requirements:

• Reside within a commutable distance to our office locations at 3645 Thirlane Road NW, Roanoke, VA 24019, 2020 Innovation Court, De Pere, WI 54115, 12700 Whitewater Drive, Minnetonka, MN 55343, 4425 E Cotton Ctr Blvd, Phoenix, AZ 85040, OR 9945 Federal Dr Suite 100, Colorado Springs, CO 8092
• 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

Careers at UnitedHealthcare Medicare & Retirement. The Boomer generation is the fastest growing market segment in healthcare. And we are the largest business in the nation dedicated to serving their unique health and well - being needs. Up for the challenge of a lifetime? Join a team of the best and the brightest to find bold new ways to proactively improve the health and quality of life of these 9 million customers. You'll find a wealth of dynamic opportunities to grow and develop as we work together to heal and strengthen our Healthcare system. Ready? It's time to do your life’s best work.SM

Colorado Residents Only: The salary range for Colorado residents is $18.80 - $36.78.Pay is based on several factors including but not limited to education, work experience, certifications, etc. In addition to your salary, UnitedHealth Group offers 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 UnitedHealth Group, you’ll find a far-reaching choice of benefits and incentives.

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.

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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