Customer Care Advocate

UnitedHealth Group•Tampa, FL

1d•$16 - $29•Remote

About The Position

This position is National Remote. You’ll enjoy the flexibility to telecommute from anywhere within the U.S. as you take on some tough challenges. Optum Insight is improving the flow of health data and information to create a more connected system. We remove friction and drive alignment between care providers and payers, and ultimately consumers. Our deep expertise in the industry and innovative technology empower us to help organizations reduce costs while improving risk management, quality and revenue growth. Ready to help us deliver results that improve lives? Join us to start Caring. Connecting. Growing together. 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 7:00 am - 7:00 pm EST. It may be necessary, given the business need, to work occasional overtime. We offer 4 weeks of paid on-the-job training. The hours of training will be aligned with your schedule. 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.

Requirements

High School Diploma / GED OR equivalent work experience
Must be 18 years of age OR older
Customer service experience analyzing and solving customer problems OR experience in an office setting environment using the telephone and computer as the primary instruments to perform job duties
Ability in customer service problem resolution and relationship building
Familiarity with computer and Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications
Ability to work Monday - Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 7:00 am - 7:00 pm EST. It may be necessary, given the business need, to work occasional overtime
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.
Ability to multi-task including ability to understand multiple products and multiple levels of benefits within each product
Ability to demonstrate compassion in support of patient satisfaction
All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter Policy

Responsibilities

Answer 60 - 90 incoming phone calls per day and identify the type of assistance needed
Ask appropriate questions and listen actively to identify specific questions or issues while documenting required information in computer systems
Assist callers in navigating websites while encouraging and reassuring them to become self - sufficient in using our tools
Research complex issues across multiple databases and work with support resources to resolve caller issues and / or partner with others to resolve escalated issues