Dental - Vision Customer Service Advocate

At UnitedHealthcare, we're simplifying the health care experience, creating healthier communities and removing barriers to quality care. The work you do here impacts the lives of millions of people for the better. Come build the health care system of tomorrow, making it more responsive, affordable and equitable. Ready to make a difference? Join us to start Caring. Connecting. Growing together.

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You love problem solving and you love helping people. How about a career where you can do both? As a member of UnitedHealthcare's elite customer service team, you'll work directly with our customers to help them navigate the health care system. You'll be empowered to resolve the most complex health care related concerns, helping to connect the dots for our customers. Your ability to provide exceptional customer service will truly make a difference in the lives of our members.

Dental/ Vision Customer Service Advocate, you'll provide our members with the information they need to make better decisions about their health, helping them get access to the right care the first time. Every day, you'll help 50 to 70 callers, in a compassionate and empathetic manner, providing guidance, support, and escalating issues. This is your chance to be a sought out as an advisor and advocate to your customer. You'll have the opportunity to exceed expectations and improve the lives of our customers every day.

This position is full-time (40 hours/week) Monday - Saturday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours Monday - Friday between 01:30 pm - 10:00 pm CST shift. This position also requires a rotating 8-hour shift on Saturdays between 8 am - 5:30 pm CST once the Advocate has moved into full production in their role after completing dental and vision training. It may be necessary, given the business need, to work occasional overtime.

The training for this role is Monday - Friday for 11 weeks 8:00am - 4:30pm CST. 100% attendance is required during training.

You'll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges.

Primary Responsibilities:

• Serve as a resource or Subject Matter Expert (SME) for other team members or internal customers
• Handle escalated calls, resolving more complex customer issues in a one and done manner
• Demonstrate outstanding service to identify the source of the issue and work to resolve customer inquiries and issues in a timely and professional manner, related to benefits, eligibility and claims, financial spending accounts and correspondence
• Help guide and educate customers about the fundamentals and the benefits to them 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 with identifying providers in their area to meet their Dental/ Vision care needs
• 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

This role is equally challenging and rewarding. You'll be called on to research complex issues pertaining to the caller's health, status and potential plan options. To do this, you'll need to navigate across multiple databases which requires fluency in computer navigation and toggling while confidently and compassionately engaging with the caller.

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 equivalent work experience
• Must be 18 years of age or older
• 2+ years of Customer Service Experience
• Experience with Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications
• Flexibility to work any of our 8-hour shift schedules during our normal business hours Monday - Friday between 01:30PM-10:00PM CST shift. This position also requires a rotating 8-hour shift on Saturdays between 8 am-5:30 pm CST

Preferred Qualifications:

• Health Care/Insurance environment (familiarity with medical terminology, health plan documents, or benefit plan design)
• Social work, behavioral health, disease prevention, health promotion and behavior change (working with vulnerable populations)
• Sales or account management experience

Telecommuting Requirements:

• Ability to keep all company sensitive documents secure (if applicable)
• Required to have a dedicated work area established that is separated from other living areas and provides information privacy
• Must live in a location that can receive a UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet service

*All employees working remotely will be required to adhere to UnitedHealth Group's Telecommuter Policy

Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer 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 us, you'll find a far-reaching choice of benefits and incentives. The hourly pay for this role will range from $17.74 - $31.63 per hour based on full-time employment. We comply with all minimum wage laws as applicable.

Application Deadline: This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants.

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.

UnitedHealth Group is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.

UnitedHealth Group is a drug - free workplace. Candidates are required to pass a drug test before beginning employment.

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