FAQs
What is the primary role of a Senior Customer Service Advocate at UnitedHealthcare?
The primary role is to provide compassionate and empathetic support to customers, helping them navigate their health care options, resolve complex issues, and educate them about their health benefits.
What qualifications are required for the Customer Service Representative position?
A high school diploma or GED, at least 1+ years of customer service experience or relevant experience in health care settings, familiarity with computer applications, and demonstrated skills in listening and conflict management are required.
Is prior health care experience preferred for this role?
Yes, prior health care experience is preferred, along with knowledge of billing, finance, and eligibility processes.
How many calls are representatives expected to handle daily?
Representatives are expected to provide support to 50 to 70 callers each day.
What type of issues will a Senior Customer Service Advocate be resolving?
They will be handling escalated calls and resolving more complex customer issues related to health care plans and services.
What tools or systems will the representative need to navigate?
Representatives will need to navigate various computer systems and websites, including myuhc.com and other UnitedHealth Group platforms.
How does the job impact the lives of customers?
The job involves helping customers make informed decisions about their health care, ensuring they understand their options and get access to care effectively.
What should candidates expect in terms of the work environment?
Candidates should expect a challenging yet rewarding environment that involves extended phone communication and management of diverse customer personalities and situations.
Are there any specific skills emphasized for this position?
Yes, key skills include listening skillfully, conflict management, the ability to simplify complex health care processes, and building rapport with customers.
Is there a drug testing requirement for employment?
Yes, candidates are required to pass a drug test before beginning employment.