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Bilingual Service Account Manager

2 months ago

Hialeah, Florida, United States UnitedHealthcare Full time
Position Overview

Unlock your potential with a rewarding career Imagine being able to assist clients with their health plan inquiries in their preferred language. At UnitedHealth Group, we strive to ensure our customers receive the support they need from our Bilingual Representatives. If you are proficient in both English and Spanish, we can help you channel your skills and enthusiasm into a dynamic work environment.

At UnitedHealthcare, we are dedicated to enhancing the healthcare experience, fostering healthier communities, and eliminating obstacles to quality care. Your contributions here will positively influence the lives of countless individuals. Join us in shaping the future of healthcare, making it more accessible, affordable, and just.

The role of the Onsite Service Account Manager is to provide exceptional service to our clients by promptly addressing issues through accurate problem identification, directing concerns to the appropriate department or account manager as necessary, and delivering resolutions or updates on matters requiring further investigation. This position will support a prominent educational institution.

Your responsibilities will include managing inquiries related to dental benefits, authorizations, pre-treatment plans, and eligibility. You will also work on Eligibility File Error Reports and guide members through their dental portal and benefits. Collaboration with account management and the client's benefits team will be essential.

Your position is crucial in sustaining the relationship between UnitedHealthcare and the educational institution. You will function as a bridge, supporting both the UHC Account Management Team and the client's Benefits Team.

This is a full-time position, requiring availability Monday through Friday. Flexibility to work within our 8-hour shift schedules during standard business hours is expected. Occasionally, overtime may be necessary.

We provide comprehensive training for several weeks, with training hours set from 8:00 am to 4:30 pm, Monday through Friday.

Key Responsibilities:

  • Deliver service aligned with UnitedHealthcare's core values: Compassion, Integrity, Relationships, Innovation, and Performance.
  • Act as the primary point of contact for customers and members, managing first-level responses and resolving escalated issues.
  • Efficiently identify and assess customer concerns, providing real-time resolutions.
  • Address operational challenges using established processes and expertise.
  • Investigate claims and customer service inquiries, communicating outcomes to clients.
  • Resolve claims or eligibility issues promptly.
  • Offer constructive feedback to team members regarding improvement opportunities.
  • Provide expert support to members, customers, and providers.
  • Refer cases to appropriate UHC Clinical Programs as needed.
  • Establish rapport with customers in a courteous and professional manner.
  • Demonstrate patience, empathy, and sincerity in all communications.
  • Clearly articulate thoughts and information.
  • Manage challenging interactions with customers effectively.
  • Meet quality and efficiency targets.
  • Maintain proficiency in all relevant technical applications.
  • Adhere to current policies, procedures, and workflows.
  • Apply knowledge and skills to complex tasks.
  • Anticipate customer needs and proactively offer solutions.
  • Independently resolve complex issues and identify innovative solutions.
  • Organize and prioritize work to achieve established goals.

Performance will be recognized and rewarded in an environment that encourages growth and provides clear guidance for success in your role and potential future opportunities.

Required Qualifications:

  • High School Diploma or GED.
  • Must be at least 18 years old.
  • A minimum of 3 years of customer service experience in healthcare or dental insurance.
  • Proficient in Microsoft Excel, Word, and Outlook.
  • Familiarity with medical or dental terminology.
  • Availability to participate in local open enrollment activities.
  • Bilingual fluency in English and Spanish.
  • Flexibility to work Monday through Friday within standard business hours, with occasional overtime as needed.

Preferred Qualifications:

  • Strong understanding of claims processing.
  • Familiarity with ISET systems.
  • Experience with UNET-based systems.
  • Background in Claims Payment, Claims Adjustment, or enrollment.

At UnitedHealth Group, our mission is to promote healthier lives and improve the healthcare system for everyone. We believe in equitable opportunities for all individuals, regardless of race, gender, sexuality, age, location, or income. We are committed to addressing health disparities and enhancing health outcomes.

Diversity fosters a healthier workplace: UnitedHealth Group is an Equal Employment Opportunity / Affirmative Action employer, and all qualified applicants will be considered for employment without regard to any protected characteristic.

UnitedHealth Group maintains a drug-free workplace. Candidates must pass a drug test prior to employment.