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Bilingual Chinese Speaking Customer Service Representative - Flushing, NY more...
Location:Flushing, NY
Company:UHC Benefit Ops - CandS Ops
First posted:April 14, 2017

Position Description:

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.Primary Responsibilities:Resolve member service inquiries related to:Medical benefits, eligibility and claimsTerminology and plan designFinancial spending accountsPharmacy benefits, eligibility and claimsCorrespondence requestsEducate members about the fundamentals of health care benefits including:Managing health and well beingMaximizing the value of their health plan benefitsSelecting the best health plan to meet their health needsChoosing a quality care provider and appointment schedulingPremium provider education and steeragePre-authorization and pre-determination requests and statusAssist members in appointment scheduling to proactively address gaps in careIntervene with care on behalf of the customer to
assist with appointment scheduling or connections with internal
specialists for assistance when neededResearch complex issues across
multiple databases and work with support resources to own the
resolution of all customer issues and anticipate their future healthcare
needs or potential opportunities to improve the experienceAbility to overcome objections and persuade members to take action / change behaviorAbility
to use analytical thought process to dissect complex claim issue, and
complete appropriate steps to resolve identified issues/or partner with
others to resolve escalated issuesProvide education and status on previously submitted pre-authorizations or pre-determination requestsMeet
the performance goals established for the position in the areas of:
efficiency, call quality, customer satisfaction, first call resolution
and attendanceMaximizes use of community services, support programs, and resources available to members

Requirements:High School Diploma or GED1+ years in a Customer Service environment (proven customer service skills and experience working in retail, call centers, or any other professional setting)Upon hire you must successfully complete of UnitedHealthcare Operations CCP new hire training and demonstrated proficiency required. This role will also be required to successfully complete the UnitedHealthcare Operations Customer Service Advocate training classes and demonstrate proficiency of the material Bilingual fluency (verbal and written) in Chinese (both Cantonese and Mandarin) , and English requiredAssets:Associate degree (or higher) preferredExperience in Health Care / Insurance environment, preferred (Familiarity with medical terminology, health plan documents, or benefit plan design)Previous experience in translating healthcare-related jargon and complex processes into simple, step-by-step instructions customers can understand and act upon Soft Skills:Demonstrated ability to quickly build rapport and respond to customers in a compassionate manner by identifying and exceeding customer expectations (responding in respectful, timely manner and delivering on commitments)Demonstrated ability to listen skillfully, collect relevant information, determine immediate requests and identify the current and future needs of the memberAbility to overcome objections and persuade members to take action / change behaviorAbility to utilize multiple systems/platforms while on a call with a member strong computer skills and technical aptitudeProficient problem solving approach to quickly assess current state and formulate recommendationsFlexibility to customize approach to meet all types of member communication styles and personalitiesExcellent conflict management skills including:Professionally and adeptly resolve issues while under stressDiffuse conflict and member distressDemonstrate personal resilienceStrong verbal and written communication skills. Solid time management skillsStrong attention to detailCareers with UnitedHealthcare. Let's talk about opportunity. Start with a Fortune 6 organization that's serving more than 85 million people already and building the industry's singular reputation for bold ideas and impeccable execution. Now, add your energy, your passion for excellence, your near-obsession with driving change for the better. Get the picture? UnitedHealthcare is serving employers and individuals, states and communities, military families and veterans where ever they're found across the globe. We bring them the resources of an industry leader and a commitment to improve their lives that's second to none. This is no small opportunity. It's where you can do your life's best work.SMDiversity 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: New York, NY, Bilingual, Chinese Speaking, Customer Service Representative, retail, call centers, Cantonese, Mandarin

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