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UPS Premier HealthCare Recovery Advocate (HRA)


This is a Full-time position in Las Vegas, NV posted August 1, 2022.

**Job Summary**The Healthcare Recovery Advocate leverages tracking technology to monitor, recover and resolve delivery of at-risk healthcare shipments. Demonstrates excellent decision-making skills while being an advocate for the shipper, the recipient, and UPS. This position works with the UPS Package Operations to understand package status and uses the shipper’s standard operating procedure to escalate, expedite or manage at-risk packages accordingly.The Healthcare Recovery Advocate performs troubleshooting and problem solving while following guidelines/procedures to resolve or escalate issues after sales have been completed. This position provides accurate information to ensure full customer resolution. This role asks probing questions to accurately identify both opportunity for improvement and the customer’s immediate need. The Healthcare Recovery Advocate educates employees on proper procedure, steps needed to advocate for the customer and resolve the request.**Responsibilities**+ Meets established individual and team performance targets including recovery, resolution, productivity, and quality standards+ Utilizes logging systems to accurately reflect incident notes and steps taken+ Maintains up-to-date knowledge of services and resource materials to provide adequate support and accurate information to shippers and recipients+ Contacts package operations when situations require recovery of at-risk packages, transit intervention or when procedure dictates help needed as per our shipper’s request to avoid dissatisfaction+ Protects UPS from service failures through advocating for Shippers and Recipients+ Maintains excellent quality by handling core UPS Premier incident volume as required**Preferences**+ Possesses strong troubleshooting and problem-solving skills while following guidelines and procedures to resolve or escalate issues+ Displays excellent written and verbal communication skills+ Possesses ability to provide accurate information to ensure full customer resolution and is detail oriented+ Demonstrates excellent customer service skills with ability to provide an exceptional customer experience+ UPS Proactive Response (UPR) experienceUPS is an equal opportunity employer. UPS does not discriminate on the basis of race/color/religion/sex/national origin/veteran/disability/age/sexual orientation/gender identity or any other characteristic protected by law**Company:** UNITED PARCEL SERVICE**Category:** Customer Solutions**Requisition Number:** 321825**Location:** Las Vegas,Nevada