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Customer Service Representative

In your hands, the most important medical device is the telephone.

Customer Service careers at UnitedHealth Group give you the opportunity to make a real difference helping people live healthier lives. As a trusted customer service representative of unitedHealth Group, your ability to listen, understand and solve problems will drive positive health outcomes for our members. you’ll be well supported with the latest tools, advanced training curriculum and the combined strength of a high caliber team. you’ll discover a wealth of pathways for professional growth within Customer Service and across our global company. you’ll also enjoy a healthy work/life balance. Learn more about why this is the place to do your life’s best work.℠

Customer Service Advocate - Frederick, MD


You want more challenge. You want more opportunity.
You're looking for that chance to connect more with the customers you
support. UnitedHealth Group Customer Care Centers are home to a team
focused on identifying and exceeding our customer's expectations by
building strong relationships. We're always finding ways to improve
our service experience and need thoughtful and considerate people like
you to help us do this. In turn, we provide support, training and
development to ensure you succeed in your role. Isn't it time for you to
discover how we can help support your career goals?

The role of a Customer Service Advocate
is to serve as a compassionate and trusted advisor by providing phone
support to individuals who are enrolled in our health plans. Using
active listening skills to perceive our customer's needs, answer
questions, resolve issues, or helping them enroll in and/or select a
health plan. This means building rapport, developing and maintaining a
productive relationship and interactions with all callers while
providing consultation and education on their benefits.

A key
requirement of this role is to deliver an exceptional experience to
between 50 to 70 callers per day, in a compassionate manner - always
remembering that there is a real person on the other end of the phone
who is looking for help, guidance, and support.

To learn even more about this position, hear from our
Customer Service Advocates. Click here
to watch a short video about the job. (Note: these videos are labeled with our
internal job title of Health Advisor)


  • Demonstrate
    outstanding service to identify the source of the issue and work to
    resolve customer service inquires and issues in a timely and
    professional manner, related to:
    • Medical benefits, eligibility and claims
    • Financial spending accounts
    • Pharmacy benefits, eligibility and claims
    • Correspondence requests
  • Help guide and educate customers about the fundamentals and benefits of consumer-driven health care topics such as:
    • Managing their health and well-being, selecting the best benefit plan options
    • Maximizing the value of their health plan benefits
    • Choosing a quality care provider
    • Enrolling in specialized care programs
  • Intervene
    with care providers (doctor's offices) on behalf of the customer to
    assist with appointment scheduling or connect with internal specialists
    for assistance when needed
  • Assist
    customers in navigating myuhc.com and other UnitedHealth Group websites
    and encourage and reassure them to become self-sufficient
  • Own
    problem through to resolution on behalf of the customer in real time or
    through comprehensive and timely follow-up with the member
  • Research
    complex issues across multiple databases and work with support
    resources to resolve customer issues and/or partner with others to
    resolve escalated issues
  • Provide education and status on previously submitted pre-authorizations or pre-determination requests


  • Minimum 1 year Customer Service experience with prior experience in health care preferred
  • An
    education level of at least a high school diploma or GED OR 10 years of
    equivalent working experience; Associate degree or higher preferred
  • Demonstrated
    ability to quickly build rapport and respond to customers in a
    compassionate manner by identifying and exceeding customer expectations
    (responding in respectful, timely manners, consistently meeting
  • Desire and passion to improve the lives of others through outstanding service to our customers
  • Strong listening, verbal and written communication skills, time management skills and attention to detail
  • Demonstrated
    ability to listen skillfully, collect relevant information, determine
    immediate requests and identify the current and future needs of the
  • Strong problem solving approach to quickly assess current state and formulate recommendations
  • Proficient
    in translating healthcare-related jargon and complex processes into
    simple, step-by-step instructions customers can understand and act upon
  • Flexibility to customize approach to meet all types of member communication styles and personalities
  • Excellent conflict management skills including:
  • Professionally and adeptly resolve issues while under stress
  • Diffuse conflict and customer distress
  • Demonstrate personal resilience
  • Successful
    completion of UnitedHealthCare Operations Customer Service Advocate new
    hire training and demonstrated proficiency required
  • Ability
    to work regularly scheduled shifts within our hours of operation, where
    lunches and breaks are scheduled, with the flexibility to adjust daily
    schedule, and work over-time and/or weekends, as needed
  • Authorization to work in the United States required

Physical Requirements and Work Environment:
  • Frequent
    speaking, listening using a headset, sitting, use of hands/fingers
    across keyboard or mouse, handling other objects, long periods working
    at a computer
  • Service center environment with moderate noise level due to Representatives talking, computers, printers, and floor activity

hiring process is rigorous - it is rigorous because we want to ensure
the best job and culture fit for you and for us. Please ensure that
your application is complete and that all required sections have been
filled out (about you, history and certifications, application questions
and job questions.)
You will be sent information regarding the
steps to follow in our hiring process via additional e-mail
correspondence. This may include a link for the completion of an online
pre-selection test. The test should be taken within 48 hours and can
only be retaken after a six month waiting period. We encourage you to
also review our video interviewing process in the event you are
requested to complete your interview via this method. Upon successful
completion of these steps and a review to determine if your
qualifications match the position, you will be advised of your status.

UnitedHealth Group is
working to create the health care system of tomorrow and you can help.
Already Fortune 17, we are totally focused on innovation and change. We
work a little harder. We aim a little higher. We expect more from
ourselves and each other. And at the end of the day, we're doing a lot
of good.

Through our family of businesses and a lot of inspired
individuals, we're building a high-performance health care system that
works better for more people in more ways than ever. Now we're looking
to reinforce our team with people who are decisive, brilliant and built
for speed. Join with us and start doing your life's best work. SM

creates a healthier atmosphere: All qualified applicants will receive
consideration for employment without regard to race, color, religion,
sex, national origin, protected veteran status, or disability status.

Group is a drug-free workplace. Candidates are required to pass a drug
test before beginning employment. © 2014 UnitedHealth Group. All rights

Apply HereJob Category:Customer Support/Client CareJob Reference Code:552837Position Type:Full Time