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Bilingual (English / Cantonese / Mandarin) Service Account Manager Associate - New York, NY - 2232339

UnitedHealth Group

UnitedHealth Group

Sales & Business Development
New York, NY, USA
Posted on Saturday, July 6, 2024

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data, and resources they need to feel their best. Here, you will find a culture guided by diversity and inclusion, talented peers, comprehensive benefits, and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together.

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.

While working in the office, provide customer service face to face members coming in to the office. In person Member services to both M&R and DSNP members with their languages (Fuzhouese, Cantonese / Mandarin). You would explain benefits, Policies, Procedures and protocols (pre-auth, enrollments, renew rewards, etc )Claim/billing issues (follow up calls with resolution to identified issues in timely manner, outbound calls to provider offices if needed). Fulfills material requests for Members. Translations (company letters, as interpreter to work with other vendors). Asist members to apply for various government assistance programs, explore external non-profits organizations to provide help to needed Members. Part of a 7 member team in the office. Weekly team meetings, bi-weekly 1:1 meetings. Manager available for assistance as needed. Ideal candidate needs to be service oriented.

This position is full-time, Monday – Friday. Employees are required to have flexibility to work a shift between our normal business hours of 9:00am – 5:30pm EST. It may be necessary, given the business need, to work occasional overtime. Our office is located at 35 East Broadway New York, NY.

We offer 2 weeks of introductory training and then continuous on the job training. The hours of the training will be 9:00am – 5:30pm EST, Monday – Friday.

Primary Responsibilities:

Customer Services responsibilities- Full M&R and DSNP trainings

  • Provide in person Member services to both M&R and DSNP members with their languages (Fuzhouese, Cantonese/ Mandarin) at retail store, services including but not limited to
    • Benefits
    • Policies, Procedures and protocols (pre-auth, enrollments, renew rewards, etc )
    • Claim/billing issues (follow up calls with resolution to identified issues in timely manner, outbound calls to provider offices if needed)
    • Fulfills material requests for Members
    • Translations (company letters, as interpreter to work with other vendors)
    • Asist members to apply for various government assistance programs, explore external non-profits organizations to provide help to needed Members

Member Services Quality Programs Supports

  • Support Member experience and quality programs to improve Member satisfaction NPS score and Star rating
    • Assist outbound calls projects (HRA, seminar RSVPs, other quality call projects)
    • Support House Call program/activities at retail sitesAttend in person MES event and assist on Q&A sessions
    • Arrange small session educational seminars to promote UHC tools that will be benefit Members (website, catalog ordering, etc)
    • As interpreter, assist Members to complete quality related surveys and close gap in care activities to enhance plan’s star rating
    • Attend community activities to promote retails

Medicare Growth

  • Medicare Sales and Enrollment Supports
    • Must obtain Health license and Complete Medicare certification to support enrollment
    • Encourage Member referral program after servicing
    • Introduce plans to Members and Prospects for conversions and new enrollments
    • Need to handle Member conversion applications process and sign-up Medicare prospects as sales back up
    • Promote sales related seminars and events at retails

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 equivalent years of experience
  • Must be 18 years of age OR older
  • 3+ years of customer service experience analyzing and solving customer problems
  • Experience with Windows based programs including Microsoft Word, Microsoft Excel, Microsoft PowerPoint and Microsoft Outlook
  • Bilingual fluency in English / Cantonese and/or Mandarin
  • Ability to travel to local retail as needed
  • Ability to work any full-time, Monday – Friday between the hours of 9:00am – 5:30pm EST including the flexibility to work occasional overtime based on business need

Preferred Qualifications:

  • Bilingual fluency in English / Fuzhouese
  • Healthcare Industry experience

New York Residents Only: The hourly range for this is $19.47 – $38.08 per hour. Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. UnitedHealth Group complies with all minimum wage laws as applicable. In addition to your salary, UnitedHealth Group offers benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with UnitedHealth Group, you’ll find a far-reaching choice of benefits and incentives.

At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone–of every race, gender, sexuality, age, location, and income–deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups, and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes — an enterprise priority reflected in our mission.

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.

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