01Responsibilities
Take chat messages per day from customers who have questions about their health benefitsSupport secure email inquiriesUse personality and our tools to help customers through the health care benefits available to themCommunicate online in a conversational manner that promotes dialogue and establishes rapport. Associates must avoid poor grammar, misstatements, or lengthy explanation. Online writing necessitates that associate have an aptitude for knowing when to apply the 'dos and don'ts' of online communicationType at a reasonable pace, typing speed of 30-35 words a minute (WPM)Provide product information, use service engagement skills, and efficiently use service resourcesTechnology comfort and know-how: Associate must be adept at using the Associate Workspace, other technology, and automation toolsApp, Website, and SMS savvy: Consumers who accept an engagement will have high expectations of the associate's knowledge. Associate will need to maintain a high level of familiarity with the digital property the consumer is usingRead between the lines.' Visitors don't necessarily have good writing skills and advocates may have to interpret what the visitor is really asking by responding with a clarifying question or statementAdapt to continual change as the department fine-tunes the messaging programMaintain a healthy brand-to-consumer relationship that benefits the consumer. Communicate with consumers primarily through messaging. Unlike other forms of communication, messaging grants both you and the consumer time flexibility, and keeps you connected even after the immediate question has been answered. The result is superior customer service experience for the consumer, and a superior professional experience for you - where you can personalize your interactions and have a meaningful impact on our businessComply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regards to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so
Soft Skills:
General knowledge of computers and business operations Solid keyboard skills and experience using helpdesk, ordering or CRM software Success in highly automated environment Dynamic and engaging written communication style Excellent interpersonal and business communications skills - verbal and writtenProven ability to communicate articulately and credibly Demonstrated ability to achieve service goals Demonstrated self-motivationRequired Qualifications:
Graduate Degree: BBA /BCA / BA / B. Com / BSc (excluding BTech / B.E / B Pharma) Experience Range: Freshers are considered - Up to 18 Months of preferred international BPO experience Chat / Voice processProven attention to detail & quality focused Proven good analytical & comprehension skills Demonstrates proficiency in both verbal and written communicationWilling to work in a 24/7 rotational environment, including night shifts, weekends, and holidays as required
Preferred Qualifications:
Customer service experienceSales or account management experience Health Care/Insurance environment (familiarity with medical terminology, health plan documents, or benefit plan design) Knowledge of social work, behavioral health, disease prevention, health promotion and behavior change (working with vulnerable populations)
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 Op
