Senior Bilingual Chinese/English Customer Service Advocate - New York, NY OR Remote

Company: UnitedHealth Group
Location: Hartford
Posted on: June 23, 2022

Job Description:

$2,000 Sign On Bonus For External CandidatesWelcome to one of the toughest and most fulfilling ways to help people, including yourself. We offer the latest tools, most intensive training program in the industry and nearly limitless opportunities for advancement. Join us and start doing your life's best work.SMPositions in this function are responsible for providing expertise and customer service support to members as part of our UnitedHealthcare Advocate4Me model. Direct phone-based customer interaction to address complex member needs and provide recommendations on services that may help close gaps in care for the member and/or the member's family. May authorizes claims payments or refer claims to investigators for further review.

• Extensive work experience, possibly in multiple functions
• Work does not usually require established procedures
• Works independently
• Mentors others
• Acts as a resource for others
• Coordinates others' activitiesThis position is full-time (40 hours/week) Monday to Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 9:00am - 8:30pm EST. It may be necessary, given the business need, to work occasional overtime or weekends. Our office is located at New York, NY. If you are located within commutable distance of the office, you may opt to work onsite, otherwise, you may enjoy the flexibility to telecommute from anywhere within the U.S. as you take on some tough challenges.*All Telecommuters will be required to adhere to UnitedHealth Group's Telecommuter Policy.Primary Responsibilities:
  • Acts as a customer advocate and provide in language phone service to Chinese and English speaking customers
  • Own problem through to resolution on behalf of the member in real time or through comprehensive and timely follow-up with the member
  • 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
  • Proactively educates members on cover benefits, plan exclusions, and procedures to enhance total customer service experience
  • Maximizes use of community services, support programs, and resources available to members
  • Assists and involves in member retention projects
  • Performs other related projects and duties as assigned
  • Meets established performance standardsYou'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 higher)
    • Bilingual fluency (verbal and written) in English and Chinese (Mandarin & Cantonese)
    • 2+ years in a Customer Service environment (proven customer service skills and experience working in retail, call centers, or any other professional business office setting)
    • 1+ years of moderate proficiency with Windows PC applications, which includes the ability to learn new and complex computer system applications
    • Ability to work scheduled shifts within our hours of operation (Monday to Friday 9:00am - 8:30pm EST) where lunches and breaks are scheduled, with the flexibility to adjust daily schedule
    • Full COVID-19 vaccination is an essential requirement of this role. UnitedHealth Group will adhere to all federal, state and local regulations as well as all client requirements and will obtain necessary proof of vaccination prior to employment to ensure compliance. Telecommuting Requirements:
      • Required to have a dedicated work area established that is separated from other living areas and provides information privacy
      • Ability to keep all company sensitive documents secure (if applicable)
      • Must live in a location that can receive a UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet servicePreferred Qualifications:
        • Associate degree (or higher)
        • Experience in Health Care / Insurance environment, preferred (familiarity with medical terminology, health plan documents, or benefit plan design)UnitedHealth Group requires all new hires and employees to report their COVID-19 vaccination status.Military & Veterans find your next mission: We know your background and experience is different and we like that. UnitedHealth Group values the skills, experience and dedication that serving in the military demands. In fact, many of the values defined in the service mirror what the UnitedHealth Group culture holds true: Integrity, Compassion, Relationships, Innovation and Performance. Whether you are looking to transition from active duty to a civilian career, or are an experienced veteran or spouse, we want to help guide your career journey. Learn more at https://uhg.hr/transitioning-militaryLearn how Teresa, a Senior Quality Analyst, works with military veterans and ensures they receive the best benefits and experience possible. https://uhg.hr/vetCareers at UnitedHealthcare Employer & Individual. We all want to make a difference with the work we do. Sometimes we're presented with an opportunity to make a difference on a scale we couldn't imagine. Here, you get that opportunity every day. As a member of one of our elite teams, you'll provide the ideas and solutions that help nearly 25 million customers live healthier lives. You'll help write the next chapter in the history of healthcare. And you'll find a wealth of open doors and career paths that will take you as far as you want to go. Go further. This is your life's best work.SM**PLEASE NOTE** The sign on bonus is only available to external candidates. Candidates who are currently working for a UnitedHealth Group, UnitedHealthcare or related entity in a full time, part time, or per diem basis ("Internal Candidates") are not eligible to receive a sign on bonus.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.Keywords: #RPO, #YELLOW

Keywords: UnitedHealth Group, Hartford , Senior Bilingual Chinese/English Customer Service Advocate - New York, NY OR Remote, Hospitality & Tourism , Hartford, Connecticut