Plan Advisor Representative - Remote In Central Or Eastern Time Zone

If you are located within Central OR Eastern Time Zone, you will have the flexibility to telecommute* (work from home) as you take on some tough challenges.

We have training classes starting soon to help you build the successful career that you want - apply today! We provide the support and structure; you provide the interest and motivation.

You like working with people. Even more so, you like helping them. When you join us as a Plan Advisor Representative for UnitedHealthcare , you’ll have the opportunity to make a difference in the lives of our members and their families each day as they look to you as their trusted advisor and advocate. You’ll be empowered to compassionately deliver an exceptional experience - always remembering that there is a real person on the other end of the phone who is looking for help, guidance, and support. You’ll help them understand and make informed decisions about their care services by assisting them with their needs from start to finish. You will answer their questions, and may resolve outstanding issues, schedule appointments, or help them to enroll in and/or select a health care plan. Here, you’ll join us on a mission to deliver the best customer service in the health care industry. Period. Your compassion and customer service expertise combined with our support, training and development will ensure your success. This is no small opportunity. This is where you can bring your compassion for others while doing your life’s best work. SM

This position is full-time. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 8:00am – 5:00pm CST (shift possibilities include 8:00am – 4:30pm CST or 8:30am – 5:00pm CST). It may be necessary, given the business need, to work occasional overtime.

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

Primary Responsibilities:

• Own issue through to resolution on behalf of the member in real time or through comprehensive and timely follow-up with the member
• Translate healthcare-related terms or terminology and complex processes into simple, step-by-step instructions which members can understand
• Intervene with care providers (doctor’s offices) on behalf of the member to assist with appointment scheduling or other matters when needed
• Provide an exceptional customer service experience when responding to and resolving customer service inquires and issues by identifying the topic and type of assistance the caller needs such as benefits, eligibility and claims, financial spending accounts and correspondence
• Apply creative solutions and effective problem solving techniques to address members’ needs
• Research complex issues (such as Medical, Dental, Flex Spending, Pharmacy, etc.) across multiple databases and work with support resources to resolve customer issues and/or partner with others to resolve escalated issues
• Educate the member on health incentives offered by their employer as well as consumer driven health products; HSA, HRA, and HDHP - some resulting in additional healthcare dollars for the member to utilize
• Address complex issues with an awareness of when to refer complicated situations to various departments or leadership for further assistance
• Educate the caller on the benefits of a primary care physician and help to ensure/educate that all preventive screenings have been completed

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:

• Ability to successfully complete the training classes and demonstrate proficiency of the material
• 1+ years of customer service experience in an office or professional setting
• Ability to work any of our 8-hour shift schedules during our normal business hours of 8:00am – 5:00pm CST (shift possibilities include 8:00am – 4:30pm CST or 8:30am – 5:00pm CST) . It may be necessary, given the business need, to work occasional overtime.
• High School Diploma / GED (or higher) OR 10+ years of equivalent work experience

Preferred Qualifications:

• Familiarity with medical terminology, health plan documents, or benefit plan design

Soft Skills:

• Demonstrated ability to listen skillfully, collect relevant information, determine immediate requests and identify the current and future needs of the member
• Demonstrated ability to quickly build rapport and respond to customers in a compassionate manner by identifying and exceeding customer expectations (responding in a respectful, timely manner, consistently meeting commitments)
• Demonstrated ability in using computer and Windows PC applications, which includes strong keyboard and navigation skills and learning new computer programs
• Proficient problem solving approach to quickly assess current state and formulate recommendations
• Flexibility to customize approach to meet all types of member communication styles and personalities
• Proficient conflict management skills to include ability to resolve issues in a stressful situation and demonstrate personal resilience
• Prior experience utilizing multiple systems/platforms while on a call with a member
• Ability to multi-task as well as the ability to understand multiple products and multiple levels of benefits within each product

Telecommuting Requirements:

• 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
• Reside within Central OR Eastern Time Zone
• Ability to keep all company sensitive documents secure (if applicable)

Careers with UnitedHealthcare. Work with a Fortune 5 organization that’s serving millions of people as we transform health care with bold ideas. Bring your energy for driving change for the better. Help us improve health access and outcomes for everyone, as we work to advance health equity, connecting people with the care they need to feel their best. As an industry leader, our commitment to improving lives is second to none.

Connecticut, New York OR Rhode Island Residents Only: The salary range for Connecticut, New York OR Rhode Island residents is $16.00 - $31.44.Pay is based on several factors including but not limited to education, work experience, certifications, etc. In addition to your salary, UnitedHealth Group offers benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with UnitedHealth Group, you’ll find a far-reaching choice of benefits and incentives

At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone–of every race, gender, sexuality, age, location and income–deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes — an enterprise priority reflected in our mission.

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.

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