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Role Description

This position is Remote in State of Arizona. You will have the flexibility to work remotely as you take on some tough challenges.

As a Provider Advocate, you'll play a crucial role in the healthcare industry by serving as the primary point of contact for healthcare providers. Your responsibilities include:

• Resolving issues efficiently, often on the first call.
• Providing support through various channels like calls and chats.
• Navigating multiple systems and collaborating with internal partners.
• Promoting self-service digital tools to enhance provider satisfaction.

Success in this role is measured by:

• First call resolution rate.
• Provider satisfaction scores.
• Efficient issue resolution time.

This dynamic position requires:

• Excellent multitasking.
• Effective communication.
• A deep understanding of healthcare processes.

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 9:35am – 6:05pm PST. It may be necessary, given the business need, to work occasional overtime, weekends, and/or some holidays.

We offer 11 weeks of paid training. The hours during training will be 8:00am - 4:30pm PST from Monday – Friday (subject to change based on trainer availability). Training will be conducted virtually from your home. 100% attendance is a must during the training period.

Qualifications

• High School Diploma / GED OR equivalent work experience.
• Must be 18 years of age OR older.
• 1+ years of customer service experience analyzing and solving customer’s concerns.
• Experience with computer and Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications.

Requirements

• This position involves handling provider calls or concurrent chats, with an expected volume of 50 - 70 calls/chats daily.
• Available to work full-time (40 hours/week) Monday - Friday for any hours between 9:35am-6:05pm PST.
• It may be necessary, given the business need, to work some holidays, weekends, and/or overtime as business needs require.

Preferred Qualifications

• Experience in a related environment (i.e., office, call center, customer service, etc.) using phones and computers as the primary job tools.
• Health care experience and knowledge of healthcare terminology.

Telecommuting Requirements

• Reside within State of Arizona.
• 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.

Soft Skills

• Proficient in multi-tasking, including managing multiple conversations simultaneously.
• Skilled in quickly resolving calls and messages, effectively preventing escalated complaints.
• Strong time management skills.
• High emotional intelligence and empathy.
• Excellent active listening and comprehension abilities.
• Exceptional written communication skills.
• Demonstrated problem-solving, organizational, and interpersonal skills.
• Proven track record of consistently achieving quality and productivity standards.
• Typing Speed greater than or equal to 35-40 WPM with accuracy of 90%.

Pay and Benefits

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).

The salary for this role will range from $17.98 - $32.12 per hour based on full-time employment. We comply with all minimum wage laws as applicable.