UnitedHealth Group
Bilingual (Spanish / English) Customer Care Representative - Pomona, CA
At a glance
Location: US-CA-Pomona Map
Posted: 10/25/2019
Closing: 11/24/2019
Degree: Not Specified
Type: Full-Time
Experience: Not Specified
UnitedHealth Group
Job description

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.


Turn on the news on any night of the week and you're likely to hear about the changes that are sweeping through our health care system. It's dramatic. It's positive. And it's being led by companies like UnitedHealthcare, part of the UnitedHealth Group family of businesses. Now, you can take advantage of some of the best training and tools in the world to help serve our members by interfacing and solving issues with their health care providers. As part of our Provider Services group, the quality of support you deliver will directly translate into better care for their patients This is no small opportunity. This is where you can bring your compassion for others while building your career. 


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 (6:00am - 6:00pm). It may be necessary, given the business need, to work occasional overtime. Our office is located at 3191 Temple Ave, Pomona, California 91768.


Primary Responsibilities

  • Answer and document approximately 60+ incoming phone calls from customers and providers to identify the type of assistance the customer needs (i.e. benefit and eligibility, registrations, sending referrals, insurance verification and general inquires)
  • Ask appropriate questions and listen actively to identify specific questions or issues while documenting required information in computer systems
  • Communicate and collaborate with members and providers to resolve issues, using clear, simple language to ensure understanding
  • Meet the performance goals established for the position in the areas of: Key Performance
  • Indicators, member satisfaction and attendance
  • Ensure that the proper plan benefits are applied to each record by using the appropriate processes and procedures (e.g. insurance plan processing policies and procedures, state mandates, CMS/Medicare guidelines, benefit plan documents/certificates, HIPPA)
  • Aptitude for quickly learning and navigating new technology systems and applications
  • All new hires will be required to successfully complete the  Customer Service training classes and demonstrate proficiency of the material

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

  • An education level of at least a high school diploma or GED OR 10 years of equivalent working experience
  • Spanish Bilingual Required
  • 1+ year prior experience in an office setting, call center setting or phone support role
  • Customer service experience
  • Previous Healthcare experience 
  • Experience using a computer and Microsoft Office including Microsoft Word (create correspondence and work within templates), Microsoft Excel (data entry, sort / filter, and work within tables), and Microsoft Outlook (email and calendar management)

Preferred Qualifications


  • Associate’s or Bachelor’s Degree
  • Call Center experience working in a high volume setting

Soft Skills

  • Proficient in translating healthcare-related jargon and complex processes into simple, step-by-step instructions customers can understand and act upon
  • 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
  • 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


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


Diversity 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.


Key words: customer service representative, customer service, CSR, UnitedHealth Group, call center, UnitedHealthcare, health care, healthcare, office, phone support, training class, advocate

Bilingual (Spanish / English) Customer Care Representative - Pomona, CA