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Job title: Bilingual (English / Korean) Customer Service Navigator – New York, NY or US Remote
Company: UnitedHealth Group
Job description: Welcome 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.SM
The Customer Service Navigator builds trust with members across their health care lifecycle. The purpose of this role is to interact with members regarding medical and pharmacy benefits, eligibility and claims issues and to assist with plan selection and enrollment. This role is expected to identify opportunities to connect members to the best resources to meet their healthcare needs and provide support in order to resolve medical and benefits issues on behalf of a member. The Customer Service Advocate builds trust with members across their health care lifecycle.
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 9:00am – 8:30pm EST. It may be necessary, given the business need, to work occasional overtime. Our offices are located at 77 Water Street, 14th & 15th Floor, New York, NY 10005 and also at 136-02 Roosevelt Ave, Flushing (Queens), New York 11354. If hired to work at either of our New York offices, you will work from home temporarily due to space limitations.
Anyone hired from NY will be working at home for the time being due to covid-19 and will be expected to work on-site when it is deemed safe to do so. Anyone hired as US Remote will remain as a full-time telecommuter.
You’ll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges.
Training will be conducted virtually from your home.
*All Telecommuters will be required to adhere to UnitedHealth Group’s Telecommuter Policy.
Primary Responsibilities:
- Act as a customer advocate and provide in language phone service to Mandarin 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 educate members on benefits, plan exclusions, and procedures to enhance total customer service experience
- Maximize use of community services, support programs, and resources available to members
- Assist in member retention projects
- Identify trends and continuously make recommendations to improve processes
- Perform other related projects and duties as assigned
- Meet established performance standards
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) or equivalent work experience
- Minimum of 4+ years of combined education, work and/or volunteer experience.
- Bilingual fluency (verbal and written) in Korean and English
- Ability to work an 8-hour shift between the hours of 9:00am and 8:30pm EST, Monday – Friday. Set shifts on rotation about 3 – 4 times a year
- If you need to enter a work site for any reason, you will be required to screen for symptoms using the ProtectWell mobile app, Interactive Voice Response (i.e., entering your symptoms via phone system) or similar UnitedHealth Group-approved symptom screener. When in a UnitedHealth Group building, employees are required to wear a mask in common areas. In addition, employees must comply with any state and local masking orders
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
Preferred Qualifications:
- Associate’s Degree (or higher)
- 2+ years of experience in customer service of phone work
- Fluency in Cantonese
- 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
Physical Requirements and Work Environment:
- Frequent speaking, listening using a headset, sitting, use of hands/fingers across keyboard or mouse, handling other objects, long periods working at a computer
- Service center environment with moderate noise level due to phone and walk-in conversation, printers, and floor activities.
UnitedHealth Group is an essential business. The health and safety of our team members is our highest priority, so we are taking a science driven approach to slowly welcome and transition some of our workforce back to the office with many safety protocols in place. We continue to monitor and assess before we confirm the return of each wave, paying specific attention to geography-specific trends. At this time, 90% of our non-clinical workforce transitioned to a work at home (remote) status. We have taken steps to ensure the safety of our 325,000 team members and their families, providing them with resources and support as they continue to serve the members, patients and customers who depend on us. You can learn more about all we are doing to fight COVID-19 and support impacted communities at:
Careers 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.
Colorado Residents Only: The hourly range for Colorado residents is $17.12 to $30.34. Pay is based on several factors including but not limited to education, work experience, certifications, etc. As of the date of this posting, In addition to your salary, UHG offers the following benefits for this position, subject to applicable eligibility requirements: Health, dental, and vision plans; wellness program; flexible spending accounts; paid parking or public transportation costs; 401(k) retirement plan; employee stock purchase plan; life insurance, short-term disability insurance, and long-term disability insurance; business travel accident insurance; Employee Assistance Program; PTO; and employee-paid critical illness and accident insurance.
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: customer service representative, customer service, CSR, UnitedHealth Group, call center, UnitedHealthcare, health care, office, phone support, work at home, work from home, WAH, WFH, remote, telecommute, hiring immediately
Expected salary: $17.12 – 30.34 per hour
Location: New York City, NY
Job date: Thu, 18 Feb 2021 08:55:42 GMT
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