Bilingual English / Cantonese / Mandarin Service Account Manager Associate

Requisition Number: 2351766
This position is Onsite. Our office is located at 161 Canal St. New York, NY & 35 East Broadway New York, NY.
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, Cantonese and Mandarin, 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 optimized. Ready to make a difference? Join us to start Caring. Connecting. Growing together.
This role delivers face to face customer service to M&R and DSNP members-explaining benefits, resolving claims and billing issues, completing material requests, providing translations, and assisting with government program applications-while collaborating closely with a 7-member onsite team.
This position is full-time on site (40 hours/week), Monday - Friday. Employees are required 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.
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 training

• Provide in person Member services to both M&R and DSNP members with their languages (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)
  • Assist 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 sites
  • Attend 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 retail

You'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear directions 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 Mandarin
• Must be willing to obtain Health license after 6 months of employment.
• Travel to local retail locations as needed
• Must reside within a commutable distance to the office located at 161 Canal St. New York, NY and 35 East Broadway New York, NY.
• This position is full-time on site (40 hours/week), Monday - Friday. Employees are required 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.

Preferred Qualifications:

• Bilingual fluency in English, Fuzhouese and Toishanese
• Healthcare Industry experience

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). No matter where or when you begin a career with us, you'll find a far-reaching choice of benefits and incentives. The hourly pay for this role will range from $20.38 - $36.44 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 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.
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 is a drug - free workplace. Candidates are required to pass a drug test before beginning employment.
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