Bilingual Spanish - English Call Center Retention Representative

Employer: UnitedHealth Group

If you are located in the Central or Eastern time zone area, you will have the flexibility to telecommute (work from home) as you take on some tough challenges.

It’s a big step forward when you realize that you’ve earned the trust to lead a team. Now, let’s determine just how big that step can be. Take on this role with UnitedHealth Group and you’ll be part of a team that’s reshaping how health care works for millions. Now, you can take advantage of some of the best resources and tools in the world to help serve our members. You’ll play a lead role in a high volume, focused and performance driven call center where the goal is always to connect with members and enhance the customer experience. This is no small opportunity. This is where you can bring your compassion for others while building your career.

This position is full-time (40 hours/week) Monday – Friday. Employees are required to work the business hours of 9:00am 6:00pm EDT.

*All Telecommuters will be required to adhere to UnitedHealth Group’s Telecommuter Policy.

The Retention Representative is responsible for retaining current membership by assisting members by providing timely educational outreach reminders and with the completion and processing of government health insurance renewal applications. The position responds to all inquiries regarding the application process from both new and existing members as well as meeting daily production metrics designed to achieve higher membership retention. This role will engage in telephonic outreach to assist with the annual recertification process as well as timely premium-billing payments.

Primary Responsibilities:

Contact individuals who need to recertify to maintain their benefits and deliver the highest level of professional and customer service standards with members and successfully educating members in a consistent manner that meets and exceeds the minimum performance standards.
Utilize outbound phone calls to advise families about recertification requirements and timeframes, including premium billing deadlines to facilitate these processes for our customers.

Coordinate and follow up as needed any member situation with Enrollment Department, Customer Service and Marketing staff.
Manage inbound and outbound calls in a professional manner and according to productivity and quality standards.
Follow policies and procedures to ensure meeting and/or exceeding overall performance standards in all platforms (Avaya, Genesys, Salesforce). Including but not limited to: Quality, The % of outbound and inbound calls answered within the established duration of time and quality measures, Call Abandoned Rate, Accuracy and Waiting time, Service Level, Disposition and Resolutions.

Ability to adapt and work on new projects as assigned, reporting activities and results in a timely manner. Identify new methodologies for efficiency in inventory management and department workflows. Must be organized and be able to work multiple campaigns at the same time and pull the correct campaign script based on the connected call.
Assist our members with any questions or information utilizing the tools available to increase member’s experience.
Follow chain of command as appropriate when reporting issues or concerns.

Adhere to organizational, departmental, compliance and regulatory policies and procedures.
Promote a positive attitude and work environment.
Perform other duties and responsibilities as required, assigned, or requested.

Adherence to all policies, procedures, and workflows (i.e., timely submission of time sheets and expense reports). Follow all policies and procedures.

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 in English and Spanish
1+ years of Customer Service experience

6+ months of experience working with confidential and sensitive information
6+ months of experience with clerical and administrative functions
Ability to work Monday through Friday from 9:00 am – 6:00 pm EDT with some weekend flexibility

Familiarity with computer and Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications

Telecommute Requirements:

Live in the EST or CST time zones

Required to have a dedicated work area established that is separated from other living areas and provides information privacy
Ability to keep all company sensitive documents secure (if applicable)
Must live in a location that can receive a UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet service.

Preferred Qualifications: