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Job Details

Healthcare Call Center Assoc. Bilingual - Spanish - La Palma CA

Company name
UnitedHealth Group

Location
La Palma, CA

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Primary Responsibilities:

Responsible for answering up to 50-70 incoming phone calls per day from both our English speaking and Spanish speaking customers and identify the type of assistance the customer needs

Respond to and resolve on the first call, customer service inquires and issues by identifying the topic and type of assistance the caller needs such as benefits, eligibility and claims, financial spending accounts and correspondence

Help guide and educate customers about the fundamentals and benefits of consumer-driven health care topics to include managing their health and well-being by selecting the best benefit plan options, maximizing the value of their health plan benefits and choosing a quality care provider

Intervene with care providers (doctor's offices) on behalf of the customer to assist with appointment scheduling or connections with internal specialists for assistance when needed

Assist customers in navigating myuhc.com and other UnitedHealth Group websites and encourage and reassure them to become self-sufficient

Own problem through to resolution on behalf of the customer in real time or through comprehensive and timely follow-up with the member

Research complex issues across multiple databases and work with support resources to resolve customer issues and/or partner with others to resolve escalated issues

Provide education and status on previously submitted pre-authorizations or pre-determination requests

Meet the performance goals established for the position in the areas of: efficiency, call quality, customer satisfaction, first call resolution and attendance

Required Qualifications:

1 year of Call Center experience with inbound calls 

1 year of experience with Healthcare Claims, Benefits, and/or Authorizations (i.e. in a doctor’s office, HMO, etc.)

Must be bilingual / fluent in English/Spanish in order to be considered for this position

Preferred Qualifications:

High school diploma or GED OR 10 years of equivalent working experience

Demonstrated ability to quickly build rapport and respond to customers in a compassionate manner by identifying and exceeding customer expectations (responding in respectful, timely manners, consistently meeting commitments)

Demonstrated ability to listen skillfully, collect relevant information, determine immediate requests and identify the current and future needs of the member

Proficient problem solving approach to quickly assess current state and formulate recommendations

Proficient in translating healthcare-related jargon and complex processes into simple, step-by-step instructions customers can understand and act upon

Flexibility to customize approach to meet all types of member communication styles and personalities

Proficient conflict management skills to include ability to resolve issues in a stressful situation and demonstrating personal resilience

Ability to work regularly scheduled shifts within our hours of operation, where lunches and breaks are scheduled, with the flexibility to adjust daily schedule, and work over-time and/or weekends, as needed

All new hires will be required to successful complete the UnitedHealthcare Operations Customer Service Advocate training classes and demonstrate proficiency of the material

Careers with Optum. Here's the idea. We built an entire organization around one giant objective; make health care work better for everyone. So when it comes to how we use the world's large accumulation of health-related information, or guide health and lifestyle choices or manage pharmacy benefits for millions, our first goal is to leap beyond the status quo and uncover new ways to serve. Optum, part of the UnitedHealth Group family of businesses, brings together some of the greatest minds and most advanced ideas on where health care has to go in order to reach its fullest potential. For you, that means working on high performance teams against sophisticated challenges that matter. Optum, incredible ideas in one incredible company 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.

Job Keywords: Call Center, claims examiner, medical claims, health plans, benefits, customer service, La Palma, CA, California

Job Requirements

Company info

UnitedHealth Group
Website : http://www.unitedhealthgroup.com/

Company Profile
About UnitedHealth Group UnitedHealth Group is the most diversified health care company in the United States and a leader worldwide in helping people live healthier lives and helping to make the health system work better for everyone. We are committed to introducing innovative approaches, products and services that can improve personal health and promote healthier populations in local communities. Our core capabilities in clinical care resources, information and technology uniquely enable us to meet the evolving needs of a changing health care environment as millions more Americans enter a structured system of health benefits and we help build a stronger, higher quality health system that is sustainable for the long term

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