Bilingual English and Spanish Senior Customer Service Representative

This position is National Remote. You’ll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges.

$ 1,000 Sign-On Bonus for External Candidates

Cuando se trata de salir adelante y tienes la voluntad de ganar, vamos a llamarlo gran potencial de carrera! 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 Spanish, we can show you how to put all of your skills, your passions and your energy to work in a fast – growing environment. 

At UnitedHealthcare, we’re simplifying the health care experience, creating healthier communities and removing barriers to quality care. The work you do here impacts the lives of millions of people for the better. Come build the health care system of tomorrow, making it more responsive, affordable and equitable. Ready to make a difference? Join us to start Caring. Connecting. Growing together.

The Senior Customer Service Representative is responsible for handling all incoming Billing and Eligibility phone calls and for serving as the primary customer interface for departmental inquiries. Positions in this function are responsible for providing expertise and customer service support to members, customers, and / or providers. Direct phone – based customer interaction to answer and resolve a wide variety of inquiries.

This position is full-time (40 hours / week). Employees are required to work any given shift in a 24 hours / 7 days department including the flexibility to work weekends, holidays, and occasional overtime based on business need.

We offer 8 – 12 weeks of paid training (100% required, No PTO). The hours during training will be 8:00 AM – 4:30 PM EST (Eastern Standard Time) from Monday – Friday. After training is completed, shift will be assigned and will not change. Training will be conducted virtually from your home.

Primary Responsibilities:

• Ensures quality customer service for internal and external customers
• Responds to incoming customer service requests, both verbal and written (calls, emails, chats)
• Places outgoing phone calls to complete follow-up on customer service requests as necessary
• Identifies and assesses customers’ needs quickly and accurately
• Solves problems systematically, using sound business judgment
• Partners with other billing and eligibility department representatives to resolve complex customer service inquiries
• Monitors delegated customer service issues to ensure timely and accurate resolution
• Apply appropriate communication techniques when responding to customers, particularly in stressful situations
• Informs and educates new customers regarding billing / invoicing set up and billing / payment procedures
• Processes member terminations (i.e., phone disenrollment)
• Establishes and demonstrates competency in eligibility, billing and receivable systems and associated applications
• Addresses special (ad – hoc) projects as appropriate

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 equivalent work experience
• Must be 18 years of age OR older
• 4+ years of customer service experience analyzing and solving customer problems
• 2+ years of basic proficiency with Windows personal computer applications which includes the ability to learn new and complex computer system applications
• Bilingual Fluency in English and Spanish
• Ability to work any given shift in a 24 hours / 7 days department including the flexibility to work, weekends, holidays, and occasional overtime based on business need

Preferred Qualifications:

• 2+ years of customer service experience in a call center environment
• Experience with ISET

Telecommuting Requirements:

• Ability to keep all company sensitive documents secure (if applicable)
• 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

*All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter Policy.

Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer 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 us, you’ll find a far-reaching choice of benefits and incentives. The hourly pay for this role will range from $17.74 – $31.63 per hour based on full-time employment. We comply with all minimum wage laws as applicable.

Application Deadline: This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants.

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.

UnitedHealth Group is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.

UnitedHealth Group is a drug – free workplace. Candidates are required to pass a drug test before beginning employment.

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