United Concordia’s OCONUS Unit Speaks Your Language
United Concordia is committed to customer satisfaction and is proud to employ a group of individuals dedicated to answering calls from outside the continental United States (OCONUS).
The TDP customer service department includes 14 employees who are trained to handle OCONUS inquiries and customer service calls. Many representatives are fluent in English as well as at least one other language which allows them to converse with providers and customers in their preferred language.
This unit provides multilingual support in German, Spanish, Italian and Dutch and consults with "Language Line" interpreters for other languages. Representatives are available 24 hours a day, Monday through Friday.
In addition to speaking a second, or sometimes third, language, OCONUS representatives are trained in a multitude of other customer service functions.
The OCONUS unit receives an average of 35 calls and nine written inquiries per day, so representatives must be skilled at multi-tasking. When they are not servicing OCONUS inquiries, the employees receive calls for TDP continental (CONUS) service area while keeping the OCONUS lines open in the event of a call.
United Concordia selects its representatives through an interview consisting of oral and written tests to assess language and communication skills.
Meet some of the OCONUS team:
Name:
Mirella
Language:
Italian, Spanish
Employment:
Joined United Concordia in 1999
History:
Mirella was born in Rose, a little town in the province of Cosenza, Italy. Mirella’s family moved to the United States in 1971. Mirella and her husband returned to Italy from 1975 until 1983 when they moved to the United States.
Experiences:
"Members and providers feel at ease when they call the OCONUS unit. They are able to communicate with a representative who speaks their language. The answer is always more clear when spoken in your native language. Due to my job, I am blessed to have made friends all over the world."
Name:
Rodney
Language:
German, Dutch
Employment:
Joined United Concordia in 2000
History:
Rodney was born in the United States. He joined the Army and spent 13 years in Germany. After retiring from the military, Rodney returned to college to study Education and the German language.
Experiences:
"I enjoy assisting our customers and feel that my military experience helps me to relate to them on a more personal level. The customers are appreciative when they are given information that helps them prevent problems associated with overseas assignments and moving to a foreign country."
Name:
Theresa
Language:
Italian
Employment:
Joined United Concordia in 1999
History:
Theresa was born and raised in Italy and moved to the United States in 1998.
Experiences:
"I feel that I have more in common with overseas customers because we have that common bond. I have actually talked to a few dentists from my home town who tell me about Italy and changes that have taken place since I left. I am also able to help people with questions about Italy that only a national might know."
Name:
Susanne
Language:
German
Employment:
Began working for United Concordia in 1999
History:
Susanne was born and raised in Germany and came to the United States in 1993.
Experiences:
"People feel more comfortable when they call customer service and the person on the other end speaks their language. One dentist I spoke with lives near my brother in my home town. It was nice to be able to talk to him and learn about what is going on at home.” Susanne has recently applied for American citizenship to be in compliance with the TDP contract."
Name:
Tina
Language:
Spanish, Italian
Employment:
Began working for Highmark in 1996 and transferred to United Concordia in 1999
History:
Tina was born in Eritriea, East Africa and attended an Italian school there. She came to the United States in 1979 and learned to speak Spanish here with her husband.
Experiences:
"I get to speak to a lot of people from South America. It is interesting to hear about the differences between South America and North America."
