Customer Service Advocate

Optum is part of UnitedHealth Group, focused on simplifying the health care experience and creating healthier communities. The Customer Service Advocate role involves responding to customer inquiries about health benefits, guiding them through available options, and assisting with appointment scheduling and website navigation.

Responsibilities:

• 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 select the best benefit plan options, maximize the value of their health plan benefits and choose a quality care provider
• Contact care providers (doctor's offices) on behalf of the customer to assist with appointment scheduling or connections with internal specialists for assistance
• Assist customers in navigating myuhc.com and other UnitedHealth Group websites and encourage and reassure them to become self - sufficient

Requirements:

• High School Diploma / GED OR equivalent work experience
• Must be 18 years of age OR older
• 1+ years of customer service OR call center experience
• Experience with Windows PC applications, which includes the ability to navigate and learn new and complex computer system
• This position involves member calls, with an expected volume of 50 - 70 calls daily. It requires full attention to work duties. Employees in this role must ensure they have uninterrupted work time during their shifts, except for scheduled breaks and lunch periods
• Ability to work full-time, Monday - Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our business hours between 10:00am- 8:00pm CST including the flexibility to work occasional overtime and weekends
• Social work, behavioral health, disease prevention, health promotion, and behavior change (working with vulnerable populations and Medicaid)
• Health Care / Insurance environment (familiarity with medical terminology, health plan documents, OR benefit plan design)
• Sales OR account management experience
• Experience with successfully working in a remote, home - based environment, maintaining productivity, communication, and collaboration using digital tools