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Bilingual (English / Spanish) Senior Customer Service Representative - San Antonio, TX - 2188539

Genoa Telepsychiatry

Genoa Telepsychiatry

Customer Service
San Antonio, TX, USA
Posted on Sunday, September 10, 2023

Cuando se trata de salir adelante y tienes la voluntad de ganar, vamos a llamarlo gran potencial de carrera! Imagine being able to get answers to your health plan questions from someone who speaks the same language as you do. Or, the opposite, not being able to get the answers. At UnitedHealth Group, we want our customers to get those answers by speaking to one of our Bilingual Representatives. If you’re fluent in English and Spanish, we can show you how to put all of your skills, your passions and your energy to work in a fast – growing environment. 

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together. 

As a Senior Customer Service Representative, you’ll compassionately deliver an exceptional experience to between 50 to 70 callers per day, always remembering that there is a real person on the other end of the phone who is looking for help, guidance, and support. You’ll also 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’s 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.

Responsible for conducting intake services from internal and external correspondence through telephonic inquiry. In addition to conducting telephonic outreach services, this position assists low-income Medicare beneficiaries with the qualification and application process for Medicare Savings Programs and other types of assistance and educates on Medicare and Medicaid.

This position is full-time (40 hours/week) Monday – Friday. Employees are required to work during our normal business hours of 8:00am – 5:00pm. It may be necessary, given the business need, to work occasional overtime.  Our office is located at 19500 IH-10 West, San Antonio, TX 78257.

We offer 1 month of paid training. The hours during training will be 8am to 5pm, Monday – Friday.  Training will be conducted onsite.

Primary Responsibilities:

  • Accurately pre-qualifies Medicare-eligible individuals per program guidelines and submits applications for approval on a timely basis, focusing on monthly production goals and conversion rate quotas
  • Conducts intake services from incoming correspondence, telephonic inquiries, and telephonic outreach activities. Analyses and assesses state Medicaid eligibility criteria for enrollment in Medicare Savings Programs
  • Research complex issues across multiple databases and work with support resources to resolve member issues and/or partner with others to resolve escalated issues 
  • Maintains assigned caseload and accurately inputs and maintains a contact database
  • Own problem through to resolution on behalf of the member in real time or through comprehensive and timely follow-up with the member
  • Serve as a resource or Subject Matter Expert (SME) for other team members or internal customers
  • Communicates effectively with elderly individuals and state and government personnel as well as other internal departments
  • Handle escalated calls, resolving more complex member issues in a one and done manner
  • Answer incoming phone calls from members and identify the type of assistance the member needs
  • Ask appropriate questions and listen actively to identify specific questions or issues while documenting required information in computer systems
  • Educate members on the State eligibility process and keeping their certification current
  • Maintains customer and organization confidentiality at all times
  • Performs all other related duties as assigned

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)
  • 1+ years Customer Service Representative (CSR) experience
  • Bilingual (English/Spanish) language proficiency
  • Proficient in Microsoft Word (creating and editing documents), Microsoft Excel (creating and editing tables), and Microsoft Outlook (email and calendar management)
  • Familiarity with computer and Windows PC applications, which includes the ability to learn new and complex computer system applications
  • Ability to travel 10% of the time
  • Ability to work 8:00am – 5:00pm. It may be necessary, given the business need, to work occasional overtime.

Preferred Qualifications:

  • Associate’s Degree (or higher) in related field
  • 1+ years experience with adult Medicaid programs and CMS guidelines

Soft Skills:

  • Ability to demonstrate customer service and proper telephone etiquette
  • Strong / Solid oral and written communication skills
  • Solid listening, critical thinking, decision making, telephone, customer service, and problem – solving skills

Physical and Work Environment:

  • Ability to lift up to 25lbs
  • Ability to sit for extended periods of time
  • Ability to use fine motor skills to operate office equipment and/or machinery

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.


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.