Senior Customer Service Advocate - Remote In Honolulu, Hi

If you are located within commutable distance of 1132 Bishop Street, Suite 400 Honolulu, HI 96813, you will have the flexibility to telecommute* (work from home) as you take on some tough challenges.

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 and start doing your life’s best work.SM

Turn on the news on any night of the week and you’re likely to hear about the changes that are sweeping through our health care system. It’s dramatic. It’s positive. And it’s being led by companies like UnitedHealth Group. Now, you can take advantage of some of the best training and tools in the world to help serve our existing and new customers. You’ll take as many as 50-70 calls per day from customers who have questions about their health benefits. As their advocate, you’ll use your personality and our tools to help them through the health care benefits available to them, including helping them enroll in a new plan. This is no small opportunity.

This position is full-time position, Monday - Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 7:30am - 8:00pm Hawaii time with the exception of open enrollment period (October - March). During open enrollment the staff may be required to work weekend shifts, major holiday, and mandatory overtime. You will be required to come into the office for 1 week every 6 weeks. Our office is located at: 1132 Bishop Street, Suite 400 Honolulu, HI 96813.

We offer 10 weeks of paid training. The hours during training will be 8:00am to 4:30pm Hawaii Time, Monday - Friday.

• All Telecommuters will be required to adhere to UnitedHealth Group’s Telecommuter Policy.

Watch this video to understand the expectations of being a remote worker with UnitedHealthcare.

Primary Responsibilities:

• Handle call transfers for claims reconsiderations and member education
• 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 UnitedHealth Group websites, encouraging and reassuring them to become self-sufficient in using our tools
• Assist customers in face to face interactions
• Act as a Subject Matter Expert or mentor to other team members

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
• 2+ years of Customer Service OR call center experience
• Experience with PC based software programs and automated database management systems; Microsoft Excel (create, edit, sort, pivot spreadsheets), Microsoft Word (create & edit documents), Microsoft PowerPoint (create & edit presentations)
• Ability to rotate into the office for 1 week every 6 weeks
  
• Ability to work any 8-hour shift between the hours of 7:30am - 8:00pm Hawaii Time, Monday - Friday
• Must be 18 years of age OR older

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:

• Reside within commutable distance of 1132 Bishop Street, Suite 400 Honolulu, HI 96813
• 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

Hawaii Residents Only: The hourly range for Hawaii residents is $19.47 - $38.08 per hour. Pay is based on several factors including but not limited to education, work experience, certifications, etc. In addition to your salary, UnitedHealth Group offers 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 UnitedHealth Group, you’ll find a far-reaching choice of benefits and incentives.

At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for 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.

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.

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