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Storefront Customer Service Advocate - Seven Hills, OH or Solon, OH or Mentor, OH

Location:
Seven Hills, OH
Company:
UnitedHealth Group

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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 yourlife's best work.
As a Storefront Customer Service Advocate, you'll compassionately deliver an exceptional experience to
members at our office in one of our partner pharmacy retail store locations.
You'll 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.
This position is full -
time (40 hours / week) with our site Hours of Operation from 8:00 AM to 8:00 PM
Monday - Saturday. We do require our employees to be flexible enough to work
any shift, any day of the week during those hours.
This role will be
located approximately 50% of the time at our storefront and 50% working at
home and taking customer calls. Flexibility to work at either location according to business needs is
required. Employees must meet the work at home / telecommute requirements to be
eligible for this role*.
Our storefront locations
are:
127 E PLEASANT VALLEY RD, SEVEN HILLS OH 44131
6270 SOM CENTER ROAD, SOLON OH 44139
9400 MENTOR AVE, MENTOR OH 44060
*All Telecommuters will
be required to adhere to UnitedHealth Group's Telecommuter Policy.
PrimaryResponsibilities:
- Work with UnitedHealthcare members visiting a pharmacyretail location, regarding medical and pharmacy benefits, eligibility& claims issues and assist with plan selection andenrollment. Identify opportunities to connect members to the bestresources to meet their healthcare needs and help resolve medical andbenefits issues on their behalf
- Interact with sales, pharmacy, and HouseCalls staff ina retail setting to coordinate and navigate healthcare needs on behalf ofexisting or prospective members
- Handle member calls, resolving more complex customerissues
- Answer incoming phone calls from customers and identifythe type of assistance the customer needs (i.e. benefit and eligibility,billing and payments, authorizations for treatment and explanation ofbenefits (EOBs)
- Ask appropriate questions and listen actively toidentify specific questions or issues while documenting requiredinformation in computer systems
- Intervene with care providers (doctor's offices) onbehalf of the customer to assist with appointment scheduling orconnections with internal specialists for assistance when needed
- Assist members in navigating UnitedHealth Groupwebsites and encourage and reassure them to become self - sufficient
- Own problem through to resolution on behalf of thecustomer in real time or through comprehensive and timely follow - up withthe member
- Research complex issues across multiple databases andwork with support resources to resolve customer issues and / or partnerwith others to resolve escalated issues
- Provide education and status on previously submittedpre - authorizations or pre - determination requests
- Meet the performance goals established for the positionin the areas of: efficiency, call quality, provider satisfaction, firstcall resolution and attendance
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 equivalentwork experience
- 3+ years of customer service experience, including butnot limited to retail, sales, account management, hospitality, clinical ormedical environment, etc.
- Ability to work Monday - Saturday, 8 - hour shiftsduring core business hours, with flexibility to work occasional overtimeper business needs
- Ability to work both on-site and from home shifts,various during the week
Work at Home /Telecommute Requirements:
- Must reside within 25 miles of Cleveland withthe ability to attend the the virtual 5 week training
- Required to have a dedicated work area at home, establishedand separated from other living areas that provides information privacy
- Ability to keep all company sensitive documents secure(if applicable)
- Must live in a location that can receive a UnitedHealthGroup approved high - speed internet connection or leverage an existinghigh - speed internet service
PreferredQualifications:
- Health Care / Insurance environment (familiarity withmedical terminology, health plan documents, or benefit plan design)
- Social work, behavioral health, disease prevention,health promotion and behavior change (working with vulnerablepopulations)
- Sales or account managementexperience
Careers with UnitedHealthcare. Let's talk about opportunity. Start with a Fortune 6 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 where ever 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
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: customer service representative, customer service, CSR, UnitedHealth Group, call center, UnitedHealthcare, health care, office, phone support
View our
Covid-19 Resources Page at: https://info.uhg.com/

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