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Bilingual (Portuguese / English) Senior Customer Service Representative - Oldsmar, FL or US Telec...

UnitedHealth Group Phoenix, AZ
  • Expired: December 08, 2019. Applications are no longer accepted.

**You'll enjoy the flexibility to telecommute* from anywhere withinthe U.S. as you take on some tough challenges.** 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

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

UnitedHealth Group is working to create the
health care system of tomorrow. Already Fortune 5, we are totally focused on
innovation and change. We work a little harder. We aim a little higher. We
expect more from ourselves and each other. And at the end of the day, we're
doing a lot of good. Through our family of businesses and a lot of inspired
individuals, we're building a high-performance health care system that works
better for more people in more ways than ever. Now we're looking to reinforce
our team with people who are decisive, brilliant and built for speed.

The Bilingual (Portuguese/ English) Senior CustomerService 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
This position is full-time (40 hours/week) Sunday- Monday. Employees are required to have flexibility to work any of our 8 hour shift schedules during our normal business hours of (open 24 hours per day, 7 days a week, including holidays). Shift differentials are included for 2nd and 3rd shift schedules. It may be necessary, given the business need, to work occasional overtime. This role is open to working at home/telecommuting throughout the US or to work onsite in our Oldsmar, FL office. Willingness to travel to our office to attend onsite training is required. Our office is located at 601 Brooker Creek Blvd. Oldsmar, FL 34677.

Primary Responsibilities:

  • Ensures quality customer service for internal and externalcustomers.
  • Responds to incoming customer service requests, both verbal andwritten (calls, emails, chats).
  • Identifies and assesses customers' needs quickly and accurately.
  • Solves problems systematically, using sound business judgment.
  • Partners with other billing and eligibility departmentrepresentatives to resolve complex customer service inquiries.
  • Monitors delegated customer service issues to ensure timely andaccurate resolution.
  • Applies appropriate communication techniques when responding tocustomers, particularly in stressful situations.
  • Informs and educates new customers regarding billing / invoicingset up and billing/payment procedures.
  • Places outgoing phone calls to complete follow-up on customerservice requests as necessary.
  • Responds to customer service inquiries in writing as necessary.
  • Processes member terminations (i.e. phone disenrollment).
  • Establishes and demonstrates competency in eligibility, billingand receivable systems and associated applications.
  • Implements customer service strategies and recommends relatedimprovements/enhancements.
  • Maintains timely, accurate documentation for all appropriatetransactions
  • Makes corrections and adjustments.
  • Consistently meets established productivity, schedule adherence,and quality standards.
  • Proactively seeks to further develop billing and accountsreceivable competencies.
  • Keeps management abreast of all outstanding issues.
  • Adapts procedures, processes, and techniques to meet the morecomplex position requirements.
  • Participates in load balancing.
  • Addresses special (ad-hoc) projects as appropriate.
  • Seeks involvement in continuous quality improvement initiatives.
  • Ensures quality customer service for internal and externalcustomers.
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.
  • HighSchool Diploma / GED or higher required
  • Portuguese BilingualRequired
  • 4+years of customer service experience analyzing and solving customerproblems
  • 2+years of basic proficiency with Windows PC applications which includes theability to learn new and complex computer system applications
Preferred Qualifications:
  • SomeCollege Preferred
  • Experiencewith UNET
  • Experiencewith ISET
  • 2+years of customer service experience in a call center environment
Telecommuting Requirements:
  • Ability and willingness to attend onsite training at our Oldsmar, FL office
  • Requiredto have a dedicated work area established that is separated from otherliving areas and provides information privacy
  • Abilityto keep all company sensitive documents secure (if applicable)
  • Mustlive in a location that can receive a UnitedHealth Group approvedhigh-speed internet connection or leverage an existing high-speed internetservice

Requirements and Work Environment:
  • Frequentspeaking, listening using a headset, sitting, use of hands/fingers acrosskeyboard or mouse, handling other objects, long periods working at acomputer
  • Servicecenter environment with moderate noise level due to Representativestalking, computers, printers, and floor activity
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, work at home, telecommute

UnitedHealth Group


Phoenix, AZ
85067 USA