Bilingual (English/Spanish) Support Agent – National Remote

Cuando se trata de salir adelante y tienes la voluntad de ganar, vamos a llamarlo gran potencial de carrera! Imagine being able to get answers to your health plan questions from someone who speaks the same language as you do. Or, the opposite, not being able to get the answers. 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.

Level2 is a healthcare start-up that is building the next generation of virtual care for individuals with chronic conditions including Type 2 diabetes. This new business is dedicated to empowering patients to manage and achieve remission of their condition through an end-to-end virtual care offering. As an employee of this new business, you can expect to be a part of a dynamic organization that is fast-paced and driven by our vision to change the way healthcare is delivered for millions of individuals nationwide.

This is a full-time position. Employees are required to work every Saturday from 9:00am-3:00pm CST and work 4 weekdays from 11:30am – 8:00pm.

We  offer 4 weeks of paid training. The hours during training will be 8am to 5:30pm, Monday – Friday. Training will be conducted virtually from your home.

You’ll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges.

 

Primary Responsibilities:

 Technology Skills 

• Ability to effectively use multiple web tools to manage coaching clientele
• Strong PC computing experience (Microsoft office, Access, Visio, etc.)
• Able to adapt and learn new technology as released
• Willingness to learn new technology tools (such as CGM) to incorporate into coaching

Coaching Skills 

• Successfully help members work through any questions they have and provide support with technology
• Assist participants progression through the Level2 program
• Ability to empathize, motivate, and encourage all members towards healthy changes

Communicate Effectively 

• Communicate in person, by phone, or via e-mail in a professional and friendly manner
• Communicate technical information to nontechnical personnel
• Responding to feedback via multiple channels

Act as a Team Player 

• Work cross-functionally and collaboratively with other departments and coaches
• Attend, participate and arrive on time to meetings with a professional, team-oriented presence
• Accept constructive feedback for continual improvement
• Contribute to a team atmosphere where a team approach is highlighted and valued 

Support Change and Innovation 

• Adapt, embrace and engage in changes required to achieve value and productivity
• Able to work in start-up and developing environment
• Use creative ideas to help drive program and member innovation
• Willing to engage in new pilots, research and implementations as needed 

Deliver Quality Results 

• Monitor and facilitate workflow, maximizing resources to provide quality member support
• Identify problem areas and develop contingency plans
• Deliver excellent customer service
• Contribute to the positive culture within Level 2 

Operate within Core Competencies 

• Maintain call observation scores based on targets within the Coaching department
• Maintain defined scheduled adherence to ensure maximum levels of service to our customers
• Meet or exceed monthly member satisfaction expectations to maintain perceived value

 

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 work experience
• Must be 18 years of age OR older
• 1+ years of customer service experience
• Bilingual Fluency (Spanish/English)
• Experience with Microsoft Excel (create spreadsheets, sort/filter data), Word (creating, editing and saving documents), Outlook (email and calendar management) 
• Experience with Microsoft Windows, including mouse and keyboard skills (data entry, open documents, save documents) including the ability to learn new and complex computer system applications.
• Ability to work every Saturday from 9am to 3pm CST 
• Ability to work four 8-hour days between Monday through Friday, 11:30 to 8pm CST 

 

Preferred Qualifications:

• Background in Health and Wellness 
• Experience working in HIPAA regulated environment 
• Experience working with technology devices
• Experience working in a call center environment

 

Telecommuting Requirements:

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

 

Soft Skills:

• Strong written and verbal communications skills 
• Problem solving skills