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.Primary Responsibilities:
Own the service experience of customers at the field level by working with the Regional Service Team and other matrix partners as required to ensure issues are resolved promptly and accurately meeting the customer's expectations
Develop and maintain solid relationship with internal partners in Service Team to manage customer service experience
Fully accountable for supporting the SAE in facilitating resolution of all elevated customer service requests by working with the Service Team, and conducting customer consultations as required
Facilitate customer meetings with the Service Team regularly to assess trends and keep abreast of any escalating issues and service trends
Train customers on eServices
Expand customer expertise and reliance on eTools to drive usage and adoption
Maintain and provide customer information to the SAE / Analyst on service trends, myuhc adoption, eServices adoption, wellness initiatives, and improvement opportunities, etc.
Conduct meetings with customers to identify issues / trends and analyze root causes to determine corrective action steps
Participate / support new business and finalist presentations to represent service experience, or coordinate attendees from other service related areas to support SAE / AE
Establish and maintain solid and appropriate relationships with customers to maintain persistency
Establish and maintain Broker / Consultant relationship as needed, but primarily with customer
Coordinate resolution of pre-implementation service and eligibility issues with Implementation Management Organization
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:
Insurance license needs to be obtained within 30 days of start as required by law
2+ years work experience in customer service role
Specialty Benefits experience in Life and Disability policies
Advanced analytical and problem solving skills
Proficiency in Microsoft Word, PowerPoint, Excel
Ability to travel as needed
Preferred Qualifications:
3+ years insurance industry experience
Experience which demonstrates the ability to work with employers, consumers, consultants, brokers
Proven ability to demonstrate superior presentation skills in both small and large group settings
Proven ability to interface with and influence internal business partners through the use of excellent interpersonal skills
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.