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Posted: Tuesday, September 5, 2017 4:03 PM

Even if you have no prior experience, we have training classes starting soon to help you build the successful career that you want - apply today! We provide the support and structure; you provide the interest and motivation. This will be a work at home telecommute role after successfully completing our 16 week onsite training. We do require however those employees live within a 2 hour commutable distance from our office in Buffalo / Tonawanda, NY. When you join us as a Customer Service Advocate for UnitedHealthcare, you'll have the opportunity to make a difference in the lives of our health plan members each day as they look to you as their trusted advisor and advocate. You'll be empowered to 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 help them make informed decisions about their care services by answering their questions, resolving their issues or helping them enroll in and/or select a health plan. You'll do this by developing and maintaining a productive relationship and interaction with all callers, while providing personalized, and consultative education and information. Here, you'll join us on a mission to deliver the best customer service in the health care industry. Period. Your compassion and customer service expertise combined with our support, training and development will ensure your success. This is no small opportunity. This is where you can bring your compassion for others while doing your life s best work. sm 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 (8am - 8pm). It may be necessary, given the business need, to work occasional overtime or weekends. Please review the telecommute requirements listed below. Our office is located at 500 Colvin Woods Parkway, Tonawanda, NY 14150. To learn even more about this position, hear from otherCustomer Service Advocates. Click here to watch a short video about thejob: (Note: these videos are labeled with our internal jobtitle of Health Advisor) Primary Responsibilities:Respond to and resolve on the first call, customer service inquires andissues by identifying the topic and type of assistance the caller needs such asbenefits, eligibility and claims, financial spending accounts andcorrespondenceHelp guide and educate customers about the fundamentals and benefits ofconsumer-driven health care topics to include managing their health andwell-being by selecting the best benefit plan options, maximizing the value oftheir health plan benefits and choosing a quality care providerIntervene with care providers (doctor s offices) on behalf of thecustomer to assist with appointment scheduling or connections with internalspecialists for assistance when neededAssist customers in navigating and other UnitedHealth Groupwebsites and encourage and reassure them to becomeself-sufficient Own problem through to resolution on behalf of the customer in real timeor through comprehensive and timely follow-up with the memberResearch complex issues across multiple databases and work with supportresources to resolve customer issues and/or partner with others to resolveescalated issuesProvide education and status on previously submitted pre-authorizationsor pre-determination requestsMeet the performance goals established for the position in the areas of:efficiency, call quality, customer satisfaction, first call resolution andattendance Prefer 1 year prior experience in an office setting, callcenter setting or phone support role, but not requiredPrevious experience working at home/telecommuting is preferred, butnot requiredAn education level of at least a high school diploma or GED OR10 years of equivalent working experienceDemonstrated ability in using computer and Windows PCapplications, which includes strong keyboard and navigation skills and learningnew computer programsDemonstrated ability to quickly build rapport and respond tocustomers in a compassionate manner by identifying and exceeding customerexpectations (responding in respectful, timely manner, consistently meetingcommitments)Demonstrated ability to listen skillfully, collect relevantinformation, determine immediate requests and identify the current and futureneeds of the member Proficient problem solving approach to quickly assess currentstate and formulate recommendationsProficient in translating healthcare-related jargon and complexprocesses into simple, step-by-step instructions customers can understand andact uponFlexibility to customize approach to meet all types of membercommunication styles and personalitiesProficient conflict management skills to include ability toresolve issues in a stressful situation and demonstrating personalresilienceAbility to work regularly scheduled shifts within our hours ofoperation including the training period, where lunches and breaks are scheduled,with the flexibility to adjust daily schedule, and work over-time and/orweekends, as neededAll new hires will be required to successfully complete the Customer Service training classes and demonstrate proficiency of thematerialTelecommuting Requirements:Reside within a 2 hour commutable distance of Buffalo, NY. Training will be conducted onsite.Required to have a dedicated work areaestablished that is separated from other living areasRequired to have a work area in a section of theresidence that provides information privacyRequired to keep all Company sensitive documentssecureRequired to have lockable drawers for thesecuring of confidential informationMust live in a location that can receive aUnitedHealth Group approved high-speed internet connection or leverage anexisting high-speed internet serviceThere are severalsteps in our hiring process - it sa thorough process because we want to ensurethe best job and culture fit for you and for us. In today s ultra-competitivejob market, the importance of putting your best foot forward is more importantthan ever. And you can start by completing all required sections of yourapplication. (ie profile, history, certifications and application/jobquestions). Once you submit your resume, you'll receive an email with nextsteps. This may include a link for an on-line pre-screening test(s) (or what wecall an assessment) that we ask you to complete as part of our selectionprocess. You may also be asked to complete a digital video interview, but wewill offer full instructions and tips to help you. After you have completed allof these steps, you can check on the status of your application at any time, butyou will also be notified via e-mail. Careers withUnitedHealthcare. Let's talk about opportunity. Start with a Fortune 6organization that's serving more than 85 million people already and building theindustry's singular reputation for bold ideas and impeccable execution. Now, addyour energy, your passion for excellence, your near-obsession with drivingchange for the better. Get the picture? UnitedHealthcare is serving employersand individuals, states and communities, military families and veterans whereever they're found across the globe. We bring them the resources of an industryleader and a commitment to improve their lives that's second to none. This is nosmall opportunity. It's where you can do your life's bestwork. sm Diversity creates a healthier atmosphere: UnitedHealth Groupis an Equal Employment Opportunity/Affirmative Action employer and all qualifiedapplicants will receive consideration for employment without regard to race,color, religion, sex, age, national origin, protected veteran status, disabilitystatus, 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 arerequired to pass a drug test before beginning employment.Keywords: customer service representative, customer service, CSR,UnitedHealth Group, call center, UnitedHealthcare, health care, office, phonesupport, training class, telecommute, work at home, WAH, Erie County, Niagara County & Genesee County, Fredonia, NY


• Location: Buffalo, Tonawanda

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