Bilingual Vietnamese / English Phone Advocate

Employment Type

: Full-Time


: Miscellaneous

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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. 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. PRIMARY RESPONSIBILITIES: - Provide in language service to Vietnamese and English speaking customers over the phone - 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 cover benefits, plan exclusions, and procedures to enhance total customer service experience - Maximize use of community services, support programs, and resources available to members - Assist and involve in member retention projects - 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) - Bilingual fluency (verbal and written) in Vietnamese and English - 1+ years in a Customer Service environment (proven customer service skills and experience working in retail, call centers, or any other professional setting) - 1+ years of moderate proficiency with Windows PC applications, which includes the ability to learn new and complex computer system applications - Ability to successfully complete the UnitedHealthcare Operations new hire training and demonstrated proficiency upon hire - Ability to work regularly scheduled shifts within our hours of operation (Monday to Friday 9:00 am to 8:30 pm Eastern time), where lunches and breaks are scheduled, with the flexibility to adjust daily schedule, and work over - time and / or weekends, as needed

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