Job Description
Bilingual (English / Spanish) Remote – $750 Sign On Bonus For External Candidates
The Bilingual Customer Service Representative (Member Engagement) role is within the Government Programs segment of United Healthcare.  This position is a non-licensed role who will be responsible for leading both outbound and inbound call efforts building connections with current and past members through customer service skills.  The primary focus of this team is to positively influence the growth and retention of our C&S Dual Special Needs membership.  During peak times of the business year, Retention plays a vital role in supporting key business partners maintain the growth of our plan membership through the various call campaigns projects and initiatives.  Primary focus of NRT Specialists is to identify the unique needs of each member and provide support and information to help close potential gaps in care.
This position is full-time (40 hours/week). Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 7:00am – 7:00pm Local Time, Monday – Friday. Due to the nature of our business, we have Over time opportunities that occur primarily during Q4 and early Q1 of each year.  During this time, team members are supporting both weekday and weekend overtime hours.  Other Overtime opportunities may arise throughout the course of the year as business needs require.
We offer 4 weeks of paid training. The hours during training will be 9am to 5:30pm Monday-Friday.  Training will be conducted virtually from your home.
Primary Responsibilities:
Inbound and Outbound Call Campaign Support & Results:
• Make an instant connection with members through various outbound call campaigns which focus on their plan benefits and personal healthcare needs
• Maintain a basic understanding of State Medicaid benefits
• Meet/Exceed basic call center metrics and expectations consistently (Quality, Adherence, Call Efficiency, Campaign outcomes, Attendance, etc.)
• Accurately and efficiently collect and input pertinent information obtained into the appropriate company systems
• Ability to navigate through multiple systems simultaneously, with a general understanding of the United HealthCare Products and Benefits.
• Create meaningful, compassionate connections with C&S Dual Special Needs members while engaging in fact finding conversations
• Demonstrate compassion while working with individuals who are economically disadvantaged, medically underserved or without employer funded health coverage
• Displays compassion and understanding for the Medicaid population.
Desired Soft Skills
• Understand & supportive of company's vision and mission linked to direct application of methods and strategies to accomplish Community and State Dual Special Needs business goals
• Self-driven goal-oriented individual with the desire to go above and beyond for a member while meeting/exceeding business metrics
• Ability to demonstrate United HealthCare's Core Values with internal and external interactions
• Team player with the ability to be flexible in a changing environment
• Demonstrates appropriate communication techniques when responding to members, particularly in stressful situations
Compensation and Hours
Salary Range: $16.00 - $20.00 Hour DOE (Depends on Experience) 401K, Dental, Holidays, Life Insurance, Medical, Sick Leave, Tuition Assistance, Vacation, Vision Other Benefits: Not Available Full or Part Time: Full Time (30 Hours or More) Job Duration: Over 150 Days Type of Job: Regular
Shift: Not Applicable
Hours per Week:
40
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