Career opportunities with Banmédica, part of the UnitedHealth Group family of businesses.

UnitedHealth Group is a Fortune 7 organization with a revenue of over $226 Billion. We are a global
leader in health care and serve virtually every dimension of the health system. We work with clients and
customers in over 150 countries to help people live healthier lives and make the health system work
better for everyone. If you enjoy helping others and connecting people with resources and services they
need, there are opportunities for you with our team. We are expanding in Bogota! Our new Center
of Excellence We Work Site at Connecta in Bogota is dedicated to supporting the needs of the members’
we serve and has a variety of career opportunities. Our new site is just 20 minutes away from the airport
and has easy access to all leading forms of transport. 

Customer Service Agents are responsible for providing expertise and customer service support to
government and commercial members.
 
Duties & Responsibilities

 Respond to and resolve on the first call, customer service inquires and issues by identifying the
topic and type of assistance the caller needs such as medicine order processing, medicine
delivery status, and eligibility and claims.
 Help guide and educate customers about the fundamentals and benefits of consumer-driven
health care topics to include managing their health and well-being by highlighting the benefits of
enrolling to OptumRx mail order service.
 Intervene with care providers (doctor's offices) on behalf of the customer to assist with the
approval of their prescription for mail order service.
 Own problem through to resolution on behalf of the customer in real time or through
comprehensive and timely follow-up with the member
 Research complex issues across multiple databases and work with support resources to resolve
customer issues and/or partner with others to resolve escalated issues
 Provide education and status on previously submitted pre-authorizations or pre-determination
requests
 Meet the performance goals established for the position in the areas of: efficiency, call quality,
customer satisfaction, first call resolution and attendance

**ENGLISH PROFICIENCY ASSESSMENT WILL BE REQUIRED AFTER APPLICATION**

Required Qualifications:
 

 High School Diploma OR Associate’s Degree OR equivalent work experience

 1+ year of work experience in Customer Service OR a call center/contact center
 Proficient bilingual fluency in Spanish/English
 Familiarity with computer and Windows PC applications, which includes the ability to navigate and
learn new and complex computer system applications
 Demonstrated ability to listen skillfully, collect relevant information, build rapport and respond to
customers in a compassionate manner
 Skilled in problem solving to quickly assess current state and formulate recommendations
 Available to work (48 hours/week) Monday- Sunday. Flexible to work any of our 9-hour shift
schedules during our normal business hours of (7:00am to 11:00pm) (Need to be available for a
rotating schedule)

Preferred Qualifications:
 Prior health care experience
 Bachelor’s Degree