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UnitedHealth Group Bilingual (English / Spanish) Complex Customer Care Representative (GP) - Las Vegas, NV in Las Vegas, Nevada

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.

Challenge can often be its own reward. But why settle for just being challenged when you can also be nurtured, mentored and supported as you make an impact in a fast paced career? At UnitedHealthcare , part of the UnitedHealth Group family of businesses, you can have all of the above, every day. Now, you can take advantage of some of the best training and tools in the world to help serve our existing and new customers. As a Complex Customer Care Representative , you’ll provide our members with the information they need to make better decisions about their health, helping them get access to the right care the first time. Every day, you'll provide compassionate and empathetic support to 50 to 70 callers providing guidance, support, and resolution for escalated issues. This is no small opportunity. This is where you can bring your compassion for others while building your career.

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 8am – 5:30pm. It may be necessary, given the business need, to work occasional overtime. Our office is located at 2720 N Tenaya Way, Las Vegas, NV 89128.

Training is 7 weeks long, Monday-Friday 8:00am-4:30pm PST. Training will be onsite for the first week and after the first week you will have the flexibility to complete training remote.

Primary Responsibilities:

  • Handle escalated calls, resolving more complex customer issues

  • Demonstrate outstanding service to identify the source of the caller’s issue and work to resolve the inquires in a timely and professional manner

  • Help guide and educate customers about the fundamentals and benefits of consumer-driven health care topics such as selecting the best benefit plan options, maximizing the value of their health plan benefits and choosing a quality care provider

  • Contact care providers (doctor’s offices) on behalf of the customer to assist with appointment scheduling or connections with internal specialists for assistance

  • Assist customers in navigating the online member center and other websites while encouraging and reassuring them to becoming self-sufficient with our tools

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 years of work experience

  • Bilingual and fluent in English and Spanish

  • 1+ years of customer service experience in a call-center environment OR in a medical office, health care setting analyzing and solving customer problems

  • Familiarity with computer and Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications

Soft Skills:

  • Demonstrated ability to listen skillfully, collect relevant information, build rapport and respond to customers in a compassionate manner

  • Proficient in translating health care-related jargon and complex processes into simple, step-by-step instructions customers can understand and act upon

  • Proficient conflict management skills including the ability to resolve stressful situations

UnitedHealth Group requires all new hires and employees to report their COVID-19 vaccination status.

Military & Veterans find your next mission: We know your background and experience is different and we like that. UnitedHealth Group values the skills, experience and dedication that serving in the military demands. In fact, many of the values defined in the service mirror what the UnitedHealth Group culture holds true: Integrity, Compassion, Relationships, Innovation and Performance. Whether you are looking to transition from active duty to a civilian career, or are an experienced veteran or spouse, we want to help guide your career journey. Learn more at https://uhg.hr/transitioning-military

Learn how Teresa, a Senior Quality Analyst, works with military veterans and ensures they receive the best benefits and experience possible. https://uhg.hr/vet

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 health care. 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.

Keywords: customer service representative, customer service, CSR, UnitedHealth Group, call center, UnitedHealthcare, Optum, OptumRx, health care, healthcare, office, phone support, training class, hiring immediately. #rpo

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