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Bilingual (Spanish & English) Customer Service Advocate - San Antonio, TX

UnitedHealth Group
San Antonio, TX
View UnitedHealth Group Company Profile


Cuando se trata de salir adelante, tienes las de ganar. Let's call it great career potential.

Even if you have no prior
experience, we have training classes starting soon to help you build the
successful career that you want - apply today! We provide the support
and structure, you provide the interest and motivation.

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 Customer Service
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. 

When you join us as a Bilingual (Spanish/English) Customer Service Advocate for
UnitedHealthcare, you’ll have the opportunity to make a difference in
the lives of our health plan members each day as they look to you as
their trusted advisor and advocate. You’ll be empowered to
compassionately deliver an exceptional experience to between 50 to 70
callers per day - always remembering that there is a real person on the
other end of the phone who is looking for help, guidance, and support.
You’ll help them make informed decisions about their care services by
answering their questions, resolving their issues or helping them enroll
in and/or select a health plan. You'll do this by developing and
maintaining a productive relationship and interaction with all callers,
while providing personalized, and consultative education and
information. Here, you’ll join us on a mission to deliver the best
customer service in the health care industry. Period. Your compassion
and customer service expertise combined with our support, training and
development will ensure your success. This is no small opportunity. This
is where you can bring your compassion for others while doing your life’s best work.SM

This position is full-time (40
hours/week) Monday -Friday. Employees are required to have flexibility
to work any of our 8 hour shift schedules during our normal business
hours of (7:00am-7:00pm). It may be necessary, given the business need,
to work occasional overtime or weekends. Our office is located at 5859
Farinon #150, San Antonio, TX 78249.

learn even more about this position, hear from other 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)

Primary Responsibilities:

  • Respond to and resolve on the first
    call, customer service inquires and issues by identifying the topic and
    type of assistance the caller needs such as benefits, eligibility and
    claims, financial spending accounts and correspondence.
  • Help guide and educate customers about
    the fundamentals and benefits of consumer-driven health care topics to
    include managing their health and well-being by selecting the best
    benefit plan options, maximizing the value of their health plan benefits
    and choosing a quality care provider
  • Intervene with care providers (doctor’s
    offices) on behalf of the customer to assist with appointment scheduling
    or connections with internal specialists for assistance when needed
  • Assist customers in navigating
    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
  • Meet the performance goals established
    for the position in the areas of: efficiency, call quality, customer
    satisfaction, first call resolution and attendance


  • Prefer 1 year prior experience in an office setting, call center setting or phone support role, but not required
  • Spanish Bilingual Required
  • An education level of at least a high school diploma or GED OR 10 years of equivalent working experience
  • Demonstrated ability in using computer
    and Windows PC applications, which includes strong keyboard and
    navigation skills and learning new computer programs
  • Demonstrated ability to quickly build rapport and respond to customers in a compassionate manner by identifying and exceeding customer expectations (responding in respectful, timely manner, consistently meeting commitments)
  • Demonstrated ability to listen
    skillfully, collect relevant information, determine immediate requests
    and identify the current and future needs of the member
  • Proficient 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
  • Proficient conflict management skills to
    include ability to resolve issues in a stressful situation and
    demonstrating personal resilience
  • Ability to work regularly scheduled
    shifts within our hours of operation including the training period,
    where lunches and breaks are scheduled, with the flexibility to adjust
    daily schedule, and work over-time and/or weekends, as needed
  • All new hires will be required to
    successfully complete the  Customer Service training classes and
    demonstrate proficiency of the material

are several steps in our hiring process - it’s a thorough process
because we want to ensure the best job and culture fit for you and for
us. In today’s ultra-competitive job market, the importance of putting
your best foot forward is more important than ever. And you can start by
completing all required sections of your application. (i.e. profile,
history, certifications and application/job questions). Once you submit
your resume, you’ll receive an email with next steps. This may include a
link for an  on-line pre-screening test(s) (or what we call an
assessment) that we ask you to complete as part of our selection
process.  You may also be asked to complete a digital video interview,
but we will offer full instructions and tips to help you. After you have
completed all of these steps, you can check on the status of your
application at any time, but you will also be notified via e-mail.

Careers at UnitedHealthcare Employer & Individual. We
all want to make a difference with the work we do. Sometimes we're
presented with an opportunity to make a difference on a scale we
couldn't imagine. Here, you get that opportunity every day. As a member
of one of our elite teams, you'll provide the ideas and solutions that
help nearly 25 million customers live healthier lives. You'll help write
the next chapter in the history of health care. And you'll find a
wealth of open doors and career paths that will take you as far as you
want to go. Go further. This is your life's best work.SM

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.

customer service representative, customer service, CSR, UnitedHealth
Group, call center, UnitedHealthcare, health care, office, phone
support, training class


  • JobId: 722656
  • Position Type: Full-Time
  • Experience Level: Not Specified
  • Posted / Updated: 7/17/2017