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Customer Service Advocate

UnitedHealthcare
Roanoke, VA
This position is National Remote. You'll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges.

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.

Turn on the news on any night of the week and you're likely to hear about the changes that are sweeping through our healthcare 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. You'll take as many as 50 - 70 calls per day from customers who have questions about their health benefits. As their advocate, you'll use your personality and our tools to help them through the health care benefits available to them, including helping them enroll in a new plan. This is no small opportunity.

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 10:30am - 7:00pm CST. It may be necessary, given the business need, to work occasional overtime and weekends. This is a set schedule.

We provide 9 weeks of paid training. The hours of training will be 8:00am - 4:30pm CST from Monday - Friday. 100% attendance is required. Training will be conducted virtually from your home.

Primary Responsibilities

  • Respond to and resolve, on the first call, customer service inquiries 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 select the best benefit plan options, maximize the value of their health plan benefits and choose a quality care provider
  • Contact care providers (doctor's offices) on behalf of the customer to assist with appointment scheduling or connections with internal specialists for assistance
  • Guide customers in using myuhc.com and other UnitedHealth Group digital platforms, while encouraging and supporting them to become confident and independent users
  • Must be able to multitask and pay close attention to detail
  • Based on business needs, you may be asked to assist with calls and/or other tasks assigned from other lines of business within UHG
  • Apply professional written and oral communication skills when communicating with members and team.
  • Remain focused and productive each day though tasks may be repetitive.
  • Recognize when to seek help for difficult situations from Supervisor or Team Member.
  • Identify root-cause of problems, seek/offer solutions, investigate complex matters, and discuss business practice improvements as appropriate.

This role is equally challenging and rewarding. You'll be called on to research complex issues pertaining to the caller's health, status and potential plan options. To do this, you'll need to navigate across multiple databases which require fluency in computer navigation and toggling while confidently and compassionately engaging with the caller.

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 years of work experience
  • Must be 18 years of age OR older
  • 1+ years of experience in customer service
  • This position involves member calls, with an expected volume of 50 - 70 calls daily. It requires full attention to work duties. Employees in this role must ensure they have uninterrupted work time during their shifts, except for scheduled breaks and lunch periods.
  • Experience with Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications
  • Proficient in Microsoft Office Suite, including Microsoft Word for creating and editing documents, Microsoft Excel for data analysis and spreadsheet management, Microsoft PowerPoint for developing presentations, and Microsoft Outlook for managing emails, calendars, and communications
  • Ability to work any of our full time (40 hours / week), 8-hour shift schedules during our normal business hours of 10:30am - 7:00pm CST from Monday - Friday. It may be necessary, given the business need, to work occasional overtime and weekends.

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
  • Experience with successfully working in a remote, home - based environment, maintaining productivity, communication, and collaboration using digital tools.

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
  • All employees working remotely will be required to adhere to UnitedHealth Group's Telecommuter Policy

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 salary for this role will range from $17.74 - $31.63 per hour based on full-time employment. We comply with all minimum wage laws as applicable.

Application Deadline: This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants.

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 Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.
Posted 2026-02-05

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