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UnitedHealth Group Bilingual (Chinese / English) Senior Customer Service Advocate - Flushing, NY (Temporarily Remote) OR US Remote in Flushing, New York

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 Chinese, we can show you how to put all of your skills, your passions and your energy to work in a fast growing environment.

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 Advocate 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 office is located at 77 Water Street, 14th & 15th Floor, New York, NY 10005. You may also enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges.

Anyone hired from Flushing, 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.

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

What we do defines who we are. Take a deeper look at how we're providing support during this global health crisis and search for a way you can get involved. View our Covid-19 Resources Page at: https://info.uhg.com/

Primary Responsibilities:

  • Act as a customer advocate and provide in language phone service to Chinese 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 Chinese (both Cantonese AND Mandarin) 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

  • You will be required to adhere to UnitedHealth Group's US Telecommuting Policy

  • 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

Preferred Qualifications:

  • 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

  • Customer Service 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.

Some of the steps we've taken to ensure employee well-being include:

  • Transitioned our new hire training classes to be conducted virtually

  • Launched our ProtectWell app and UnitedCARES program to help ease the burden and stress for our UnitedHealth Group team members and their immediate family affected by COVID-19

  • Daily updates from our CEO Dave Wichmann to support and inspire team members during this challenging time

  • Onsite social distancing and increased sanitization measures for employees who have been welcomed back to our offices

  • Fully cover the COVID-19 healthcare costs for our employees

  • Employees who self-identify as high risk or who live with someone who is high risk have been asked to remain working from home

You can learn more about all we are doing to fight COVID-19 and support impacted communities at: https://www.unitedhealthgroup.com/newsroom/addressing-covid.html

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.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.

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