Bilingual English And Spanish Customer Service Advocate

IFP Customer Service Advocate

Imagine being able to get answers to your health plan questions from someone who speaks the same language as you do. At UnitedHealth Group, we want our customers to get those answers by speaking to one of our Bilingual Representatives. If you're fluent in English and Spanish, we can show you how to put all of your skills, your passions and your energy to work in a fast-growing environment.

At UnitedHealthcare, we're simplifying the health care experience, creating healthier communities and removing barriers to quality care. The work you do here impacts the lives of millions of people for the better. Come build the health care system of tomorrow, making it more responsive, affordable and equitable. Ready to make a difference? Join us to start Caring. Connecting. Growing together.

The IFP Customer Service Advocate on-site role is responsible for providing exceptional, in-person support to clinic members. This includes frontline support for broker sales, plan renewals, benefit-related inquiries, post-care checkouts, and general health plan questions. The advocate serves as the main point of contact for members with benefit questions, copays, and assistance with specialist appointments. The advocate will handle most member inquiries independently, only escalating issues that are out of scope.

This is a full-time position On-site, 40 hours/week, Monday to Friday, 9:00 a.m. - 6:00 p.m. CST. It may be necessary, given the business need, to work occasional overtime.

We offer virtual paid training 11 weeks, Monday - Friday, 8:00 a.m. - 4:30 p.m. CST. 100% attendance will be required during the training period.

Primary Responsibilities:

• Provide frontline, in-person support to members at the clinic.
• Assist with broker sales, plan renewals, benefit-related inquiries, and post-care checkouts.
• Address member questions about their health plans, including benefits, copays, and coverage options.
• Support members in scheduling specialist appointments.
• Resolve member issues and complaints promptly and effectively, ensuring member satisfaction.
• Handle most member inquiries and only escalate those that are out of scope.
• Work closely with clinic staff and other departments to ensure seamless service delivery and support.
• Maintain accurate records of member interactions and issues resolved.
• Advocate on the members' needs and ensure they receive the best possible care and support.

Required Qualifications:

• High School Diploma / GED OR equivalent experience
• Must be 18 years of age OR older
• 1+ years of experience in customer service, healthcare, or a related field.
• Proficiency with Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications
• Must work on-site
• Must reside within a communicable distance to the office locations at Stone Oak:700 E Sonterra Blvd, San Antonio, TX 78258 and Leon Valley: 6430 Bandera Rd, San Antonio, TX 78238
• Bilingual fluency in English and Spanish
• Ability to work any full-time 8-hour shift Monday to Friday, 9:00 a.m. - 6:00 p.m. CST. It may be necessary, given the business need, to work occasional overtime.

Preferred Qualification:

• Health Care/Insurance environment (familiarity with medical terminology, health plan documents, or benefit plan design)
• Social work, behavioral health, disease prevention, health promotion and behavior change (working with vulnerable populations)
• Sales or account management experience

Soft skills:

• Excellent communication and interpersonal skills
• Strong problem-solving abilities
• Compassionate approach to member support.

Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer benefits such as a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). The hourly pay for this role will range from $20.00 - $35.72 per hour based on full-time employment. We comply with all minimum wage laws as applicable.

At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. 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.

UnitedHealth Group is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.

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