Energize your career with one of Healthcare's fastest growing companies.

You dream of a great career with a great company - where you can make an impact and help people. We dream of giving you the opportunity to do just this. And with the incredible growth of our business, it's a dream that definitely can come true. Already one of the world's leading Healthcare companies, UNITEDHEALTH GROUP is restlessly pursuing new ways to operate our service centers, improve our service levels and help people lead healthier lives. We live for the opportunity to make a difference and right now, we are living it up.

This opportunity is with one of our most exciting business areas: OPTUM - a growing part of our family of companies that make UNITEDHEALTH GROUP a Fortune 6 leader. OPTUM helps nearly 60 million Americans live their lives to the fullest by educating them about their symptoms, conditions and treatments; helping them to navigate the system, finance their healthcare needs and stay on track with their health goals. No other business touches so many lives in such a positive way. And we do it all with every action focused on our shared values of Integrity, Compassion, Relationships, Innovation & Performance.

Positions in this function are responsible for providing expertise and customer service support to members, potential leads, brokers, customers, and/or providers. Direct phone-based, in person, or digital customer interaction to answer and resolve a wide variety of inquiries. The PATIENT ACQUISITION AND RETENTION ADVOCATES are often creating the customer's impression of the company that is represented and are responsible for actuating member retention and facilitating member acquisition. Position will enhance customer satisfaction by providing best-in-class telephone, in person, or digital support for a variety of inquiries, including but not limited to: network benefits, provider group information, health plans accepted by the medical or provider group, finding a provider, qualifying potential leads, capturing contact information for all callers (lead generation), and problem resolution for prospective lead, current members, and other customers. The PAR will always use a professional and pleasant tone in every call treating every call with care. PAR will answer several phone queues for multiple lines of business with varied operating hours. This position will support local market and marketing campaigns through inbound and outbound calls, fulfillment of marketing mailers, and digital support. Accurate logging of prospect contact information and call results under appropriate campaign in our CRM software Salesforce is required.

PRIMARY RESPONSIBILITIES:

• Apply knowledge of applicable Service Level Agreements (SLAs) and Performance Guarantees when interacting with customers
• Maintain focus on caller and customer interactions without being distracted by other factors (e.g., system usage, pop-up alerts, and VCC data. Do NOT use the internet for personal use unless on scheduled break.)
• Acknowledge and demonstrate empathy with callers' life events (e.g., wedding, birth of baby, loss of relative, recent illness, questions about OEP or the network/provider group) and validate/confirm callers needs/concerns
• Extensive work experience within own function to be seen as the SME
• Able to complete work that is frequently assigned without established/documented procedures
• Identify and correct (where applicable) issues found or partner with the appropriate leader to make corrections, update resource tools, create resource tools, etc. to the knowledge library
• May act as a resource for others
• May coordinate others activities
• Responsible for gaining market knowledge and an understanding of each market supported (such as geography, structure, philosophy)
• Expertly handle multiple brands/care delivery systems
• Be knowledgeable of all campaigns for all lines of business for the respective department assigned
• Responsible for reviewing active campaigns daily/weekly to be familiar with market activity in order to provide accurate and complete information
• Maintain ongoing communications with callers during the fulfillment and resolution process to communicate status updates and other required information
• Responsible to take initiative to continue personal education on each business to stay up to date on network/provider group news in order to best represent them to customers and to maintain productivity throughout the work day
• Meet minimum performance metrics monthly
• Adhere to all company and department policies and procedures (e.g., dress code, code of conduct, attendance, performance metrics)

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)
• 2+ years of experience supporting a health care or customer service environment
• Willingness and ability to work irregular hours as deemed necessary by business need
• Basic proficiency with Microsoft Office products including Microsoft Outlook (create, edit and send emails), Microsoft Word (create, edit and save documents), Microsoft Excel (create, edit and save spreadsheets), Microsoft PowerPoint (create, edit and save presentations)

PREFERRED QUALIFICATIONS:

• Bilingual (English/Spanish primarily, others are also accepted) language proficiency
• Experience with Marketing processes
• Experience with Salesforce.com software
• Experience with Medicare Advantage plans
• 2+ years of experience in a call center environment with proven success

SOFT SKILLS:

• Ability to navigate multiple computer applications and databases
• Ability to provide excellent customer service over the phone, in writing and in person to a varied customer base including all internal and external customers(e.g., demonstrate confidence, knowledge, aiming to become a trusted advisor)
• Ability to maintain a professional and compassionate tone and demeanor at all times
• Ability to work autonomously and maintain consistent productivity during all downtime
• Ability to reach and maintain performance metrics as outlined by leadership
• Ability to be successful in a team environment working well with peers, clients, other ancillary departments, and leadership
• Ability to work in a complex environment with multiple lines of businesses and markets

OPTUMCARE is committed to creating an environment where physicians focus on what they do best: care for their patients. To do so, OPTUMCARE provides administrative and business support services to both owned and affiliated medical practices which are part of OPTUMCARE. Each medical practice part and their physician employees have complete authority with regards to all medical decision-making and patient care. OPTUMCARE'S support services do not interfere with or control the practice of medicine by the medical practices or any of their physicians.

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.

A Fortune 6 company, we're focused on helping people live healthier lives while making the health system work better for everyone. Here, we seek to empower people with the information, guidance and tools to make personal health choices. We work harder and we aim higher. We expect more from ourselves and each other. And, at the end of the day, we’re doing a lot of good for more than 142 million people worldwide.