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Senior Customer Service Advocate - Kingsport, TN

UnitedHealth Group


Location:
Kingsport, TN
Date:
12/15/2017
2017-12-152018-01-14
Job Code:
739575
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Job Details

739575 Senior Customer Service Advocate Kingsport TN

Senior Customer Service Advocate - Kingsport, TN (739575)

Position Description

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. As a senior member of our Advocate4Me team, you’ll provide our members with the information they need to make better decisions about their health, helping them get access to the right care the first time. Every day, you'll help 50 to 70 callers, in a compassionate and empathetic manner, providing guidance, support and resolving escalated issues. This is no small opportunity.


This position is full-time (40 hours/week) Monday- Sunday. Employees are required to have flexibility to work any of our 8 hour shift schedules during our normal business hours of (6am - 6pm). It may be necessary, given the business need, to work occasional overtime. Our office is located at 2033 Meadowview, Kingsport, TN.


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
  • Act as a Subject Matter Expert or mentor to other team members


You've got loads of compassion, but you'll need more for this role. You'll be interacting with members who need your help to resolve an issue. They may be frustrated and you'll have to manage the conversation with them positively while multi-tasking to get to resolution. And many people come into this role surprised by how truly fast-paced our environment really is. You'll leave every day impressed by how much you've accomplished.

Required Qualifications

  • 1+ year of Customer Service Advocate experience.
  • High school diploma, GED or equivalent work experience
  • Familiarity with computer and Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications
  • Demonstrated ability to listen skillfully, collect relevant information, build rapport and respond to customers in a compassionate manner
  • Proficient in translating health care-related jargon and complex processes into simple, step-by-step instructions customers can understand and act upon
  • Proficient conflict management skills to resolve issues in a stressful situation


UnitedHealth Group is a team of more than 200,000 people who are building career success through commitment, compassion and a desire to make a difference. Join us.  Learn more about how you can start doing your life’s best work.SM


Key words: customer service representative, customer service, CSR, UnitedHealth Group, call center, UnitedHealthcare, health care, office, phone support, training class



UnitedHealth Group is a team of more than 200,000 people who are building career success through commitment, compassion and a desire to make a difference. Join us. Learn more about how you can start doing your life's best work.SM

Careers with UnitedHealthcare. Let's talk about opportunity. Start with a Fortune 6 organization that's serving more than 85 million people already and building the industry's singular reputation for bold ideas and impeccable execution. Now, add your energy, your passion for excellence, your near-obsession with driving change for the better. Get the picture? UnitedHealthcare is serving employers and individuals, states and communities, military families and veterans where ever they're found across the globe. We bring them the resources of an industry leader and a commitment to improve their lives that's second to none. This is no small opportunity. It's where you can do your life's best work.SM


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.

Job Details

  • Contest Number739575
  • Job TitleSenior Customer Service Advocate - Kingsport, TN
  • Job FamilyCustomer Services
  • Business SegmentUHC Benefit Ops - CandS Ops

Job Location Information

  • Kingsport, TN
    United States
    North America

Additional Job Detail Information

  • Employee StatusRegular
  • ScheduleFull-time
  • Job LevelIndividual Contributor
  • ShiftDay Job
  • TravelNo
  • Telecommuter PositionNo
  • Overtime StatusNon-exempt

UnitedHealth Group is the most diversified health care company in the United States and a leader worldwide in helping people live healthier lives and helping to make the health system work better for everyone.

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