Customer Advocate Specialist - NJ

UnitedHealth Group is an innovative leader in the health and well-being industry, serving more than 55 million Americans. Through our family of companies, we contribute outstanding clinical insight with consumer-friendly services and advanced technology to help people achieve optimal health.

At Uniprise, a UnitedHealth Group company, our people and technology meet the benefits needs of employees and families at more than one-fourth of the Fortune 500 companies through customization and innovation. National employers can then best access the full range of products and services offered by UnitedHealth Group companies while enjoying the ease of integrated administration for all employee services. It's a thriving business with an added personal significance…and a rare combination that will allow your career to flourish.



The Customer Advocate will have the opportunity to work onsite for a very prestigious client located in Lyndhurst, NJ.



Description:


Serve as liaison to complex customer base addressing, responding and resolving escalated issues with external and internal customers.


Support the overall delivery of benefits and services within Production and Service teams by providing support and guidance to existing and potential customers.


Serve as a key member of Account Management Team (AMT) providing leadership in the communication and resolution of problems and issues.


Liaison responsibility for complex customer base, i.e., higher degree of non-standard benefits, non-standard expectations, and exceptional revenue, higher profit impact and those with higher potential for future growth.


Drive excellence in service within organization and across organization.


Proactive approach to identifying and resolving global trends and issues.


Drive process improvement based on trend analysis.


Manage escalated issues, serve as liaison between internal and external customers, to facilitate claim/customer service resolution and respond to inquiries


Investigate claim and customer service issues as identified & communicated by SAE's and external Customers.


Provide feedback from SAE's and Customers to Production, Service & Member Service regarding improvement opportunities.


Investigate and facilitate service issue resolution through action planning with appropriate areas and communicate back to the customer with the resolution.


Represent Production and Service in Account Management Team meetings.


Provide expert benefit consultation and relationship building with customers.


Support, participate in and deliver presentations regarding the Production and Service platforms and capabilities to internal and external customers.


Interface with strategic partners to ensure smooth delivery of services for new business implementation, i.e., identifying and reporting of system problems in relation with benefit installation and interpretation.


Travel to meet with clients to present new products and services and/or to solve service issues.


Serve as expert resolving issues and presenting materials at enrollment meetings and health fairs.


Support and participate in external customer audits through customer communication, site visit coordination, audit result validation, and post audit action planning (does not include the actual auditing of claims).


Serve as mentor to new Customer Advocates.


Complete complex special projects.


Serve as resource on high level escalated issues for other advocates.


Job Requirements:

Qualifications:


Ability to handle multiple tasks in a fast-paced environment.


Excellent organizational skills and attention to detail.


Excellent oral and written skills.


Ability to travel for customer meetings.


Proven customer service/relationship building skills.


Excellent interpersonal and presentation skills.


Professional and polished.


Project Management skills.


Strong analytical/problem solving skills.


High degree of autonomy.


Experience as customer advocate or related experience.


Demonstrated superior customer service skills.


Associates or Bachelor's degree, professional benefits designation or an equivalent amount of experience obtained through work assignments and life experiences.


Strong knowledge of the health insurance industry, products and service and the managed care environment.


Claim knowledge helpful.


Knowledge of medical terminology, referral and authorization practices, standard-coding methodologies.


Strong personal computer skills including word processing, database management and spreadsheet applications.


Expert in systems and reporting to support both standard and non-standard customer requests.


Comprehensive knowledge of all functional areas.


Demonstrated strong oral and written communications skills with internal and external business partners and employees at all levels within the organization.


Viewed as expert on customer issues and issue resolution.


Ability to handle heavy/complex case load.


Mentoring abilities.

Diversity creates a healthier atmosphere: equal opportunity employer M/F/D/V