Bilingual Senior Customer Service Quality /Audit Representative - Remote

Company: UnitedHealth Group
Location: Hartford
Posted on: August 5, 2022

Job Description:

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

Imagine being able to get answers to your health plan questions from someone who speaks the same language as you do. Or, the opposite, not being able to get the answers. At UnitedHealth Group, we want our customers to get those answers by speaking to one of our Bilingual Representatives. If you're fluent in English and Korean, Cantonese OR Mandarin , we can show you how to put all of your skills, your passions and your energy to work in a fast- growing environment.

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 resources and tools in the world to help serve our members by ensuring the quality of our customer service operations and the customer experience. This is no small opportunity.

There are several steps in our hiring process - it s a thorough process because we want to ensure the best job and culture fit for you and for us. In today s ultra-competitive job market, the importance of putting your best foot forward is more important than ever. And you can start by completing all required sections of your application. (i.e. profile, history, certifications and application/job questions). Once you submit your resume, you ll receive an email with next steps. This may include a link for an on-line pre-screening test that we ask you to complete as part of our selection process. You may also be asked to complete a digital video interview, but we will offer full instructions and tips to help you. After you have completed all of these steps, you can check on the status of your application at any time, but you will also be notified via e-mail.

This position is full-time (40 hours/week) Monday - Friday. Employees are required to work an 8-hour shift between our normal business hours of 8:00 am to 6:30 pm EST, Given the business need, to work occasional overtime or weekend.

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

Primary Responsibilities:

• Responsible for quality assurance by conducting audits of calls for all Customer Service Scheduling Coordinators.
• Provide feedback to scheduling coordinators on audit results in ICBM (Interactive Client Business Manager).
• Provide verbal and/or written feedback directly to Scheduling Coordinators and leadership staff on audit results.
• Analyze/Utilize information to build recommendations to reduce errors and improve processes and performance.
• Create, maintain, and track reports in relation to performance (Excel spreadsheet).
• Advises Management of trends that are observed so residual trainings can be performed.
• Serve as a subject matter resource/expert to scheduling coordinators, supervisors, and management staff.
• Must act as a resource and mentor to others as it pertains to quality monitoring and process coaching; this includes but not limited to New Hire Road to Success, QA Shadowing, etc.
• Participate in QA & TeamCare team meetings and answer questions about scorecard and guideline.
• Collaborate with Training, TeamCare management, ORS and peers when needed, in all locations (TN, MD, CA, MO, PR and India).
• Ability to monitor several new/on-going projects that include calls for internal and external partners.
• Responsible for live monitoring Scheduling Coordinators telephone interactions, for the purpose of ensuring quality service, and adherence to approved scripting.
• Responsible for using approved department forms to document quality reviews.
• Must assist with the development of call center training and quality assurance processes, if applicable.
• Will work with QA/Training, TeamCare leadership and senior management on coaching, training, and the development of scheduling coordinators.
• Supports and suggests improvements/recommendations to meet the highest level of customer satisfaction.
• Responsible for reviewing/ monitoring system documentation for adherence to department procedures and policies.
• Responsible to master the QA guideline, Knowledgebase and Score Card.
• Advises management immediately for any type of Improvement Opportunity (I/O).
• Follows department QA plan to ensure quality customer service.
• Ensures that metrics are met for calls monitored, adherence, attendance, etc.
• Must be able to work independently and within a team
• Will be asked to multi-task daily if needed.
• Other duties as assigned. This role is equally challenging and rewarding. The entire customer service operation is reliant on your ability to audit calls and provide feedback to team members, as well as analyzing information to build recommendations.
  
  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 higher)
  • Bilingual in English/Cantonese, Mandarin, or Korean
  • 6+ months of customer service experience analyzing and solving customer problems
  • 6+ months of experience in a high-volume call center
  • Experience with Microsoft Word, Excel and Outlook (create/edit/save/send documents, spreadsheets and correspondence)
  • PowerPoint (create/edit/save) Preferred Qualifications:
    • Bachelor s degree (or higher)
    • Experience in customer service call auditing, preferably in health care
    • Claims processing experience
    • 6+ months experience handling escalated calls.
    • Experience with coaching and mentoring with the purpose of improving call quality
    • QA score 95% and above (Internal)
    • Demonstrated expertise in use of call center software programs (Hawkeye Scheduler/SharePoint/MS Teams) 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 service
      • Must be able to connect directly into internet - via hard wire (either directly to modem or router) Soft Skills:
        • Excellent organizational skills and the ability to work in a fast-paced, teamwork environment (multi-task).
        • Must be a team player and have the ability to interact cross functionally within the organization.
        • Excellent interpersonal skills with the ability to adapt communication to audience
        • Ability to coach and develop staff in a positive manner
        • Excellent verbal and written communication skills
        • Must have great time management & problem-solving skill
        • Professional and positive display of compassion and commitment to service excellence
        • Must have the ability to prioritize assignments in a fast-paced environment
        • Ability to perform tasks with minimal supervision, a high level of accuracy, and strong attention to detail
        • Ability to motivate and encourage others UnitedHealth Group requires all new hires and employees to report their COVID-19 vaccination status.
          
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Keywords: UnitedHealth Group, Hartford , Bilingual Senior Customer Service Quality /Audit Representative - Remote, Other , Hartford, Connecticut