UnitedHealth Group
Storefront Customer Service Advocate - Cleveland, OH (50 % Telecommute)
At a glance
Location: US-OH-Cleveland Map
Posted: 02/02/2020
Closing: 03/01/2020
Degree: Not Specified
Type: Intern
Experience: Not Specified
UnitedHealth Group
Job description

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 UnitedHealth Group. Now, you can take advantage of some of the best training and tools in the world to help serve our existing and new customers.

As a Storefront Customer Service Advocate, you'll compassionately deliver an exceptional experience to members at our office in one of our partner Walgreens pharmacy retail store locations. You'll provide support to your team members by serving as a resource or subject matter expert. Both of these are opportunities for you to identify and exceed our customer expectations by committing to and building strong relationships internally and externally. At the end, you’ll know you performed with integrity and delivered the best customer service experience making all your customers and team members feel better because they talked to you. 


This position is full - time (40 hours / week) with our site Hours of Operation from 8:00 AM to 8:00 PM Monday - Saturday. We do require our employees to be flexible enough to work any shift, any day of the week during those hours. It may be necessary, given the business need, towork occasional overtime.


This role will be located approximately 50% of the time at our storefront and 50% working at home. Flexibility to work at either location according to business needs is required. Employees must meet the work at home / telecommute requirements to be eligible for this role*. 


Our storefront locations are:

127 E Plesant Valley Rd, Seven Hills, OH

6270 Som Center Road, Solon, OH

9400 Mentor, Mentor, OH



Primary Responsibilities:

  • Work with UnitedHealthcare members visiting a pharmacy retail location, regarding medical and pharmacy benefits, eligibility & claims issues and assist with plan selection and enrollment.  Identify opportunities to connect members to the best resources to meet their healthcare needs and help resolve medical and benefits issues on their behalf
  • Interact with sales, pharmacy, and HouseCalls staff in a retail setting to coordinate and navigate healthcare needs on behalf of existing or prospective members
  • Handle member calls, resolving more complex customer issues
  • Answer incoming phone calls from customers and identify the type of assistance the customer needs (i.e. benefit and eligibility, billing and payments, authorizations for treatment and explanation of benefits (EOBs)
  • Ask appropriate questions and listen actively to identify specific questions or issues while documenting required information in computer systems
  • 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 members in navigating 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, provider satisfaction, first call resolution and attendance

*All Telecommuters will be required to adhere to UnitedHealth Group’s Telecommuter Policy.


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 higher) OR Equivalent work experience
  • Minimum of 3+ years of combined education, work and/or volunteer experience

Work at home / telecommute requirements:

  • Must reside within 25 miles of Cleveland with the ability to attend the onsite 5 week training at our retail store
  • Required to have a dedicated work area established that is separated from other living areas and provides information privacy
  • Ability to keep all company sensitive documents secure (if applicable)
  • Must live in a location that can receive a UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet service   

Preferred Qualifications: 

  • 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
  • Customer Service Experience

Careers with UnitedHealthcare. Let's talk about opportunity. Start with a Fortune 6 organization that's serving more than 85 million people already and building the industry's singular reputation for bold ideas and impeccable execution. Now, add your energy, your passion for excellence, your near-obsession with driving change for the better. Get the picture? UnitedHealthcare is serving employers and individuals, states and communities, military families and veterans where ever they're found across the globe. We bring them the resources of an industry leader and a commitment to improve their lives that's second to none. This is no small opportunity. It's where you can do 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.


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

Storefront Customer Service Advocate - Cleveland, OH (50 % Telecommute)