Healthcare Customer Advisor (Special Needs) - National Remote

You’ll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges.

At UnitedHealthcare , we’re simplifying the health care experience, creating healthier communities and removing barriers to quality care. The work you do here impacts the lives of millions of people for the better. Come build the health care system of tomorrow, making it more responsive, affordable and equitable. Ready to make a difference? Join us and start doing your life’s best work. SM

UnitedHealthcare’s highly skilled team of Care Advisors is dedicated to serving and managing special needs for our members and/or their family members. When you join our team a Care Advisor , you will have the opportunity to deliver an extraordinary experience to family members who need an ally. Care Advisors are empowered to fast track resolutions and serve as an ongoing resource to provide guidance and community resources during key transition times throughout the family’s journey. Some of the issues you will help resolve include complex benefits, claim and billing issues, prior authorizations, appeals and more.

You will make an impactful and meaningful difference for many individuals and families. This is where you can bring your compassion for others while doing your life’s best work. SM

This position is full-time (40 hours/week) Monday - Friday from 9:45am – 6:15pm CST
Training; M-F for 18 weeks from 9:45am – 6:15pm CST
**Please note, Training is 100% Required; M-F, start to finish. PTO will not approved during this time. All training hours will be virtual from Home*

*All Telecommuters will be required to adhere to UnitedHealth Group’s Telecommuter Policy.

Primary Responsibilities:

• Responsible for providing high quality member experience as reflected in post contact surveys and member feedback.
• Families served include a range of low, moderate, and high needs as determined by clinical needs, financial impacts, and/or level of escalation.
• Anticipate member needs and proactively seek out external and internal resources or partners where appropriate to add unexpected value for the member.
• Plan, prioritize, organize and complete work to meet established objectives for our families.
• Create and build ongoing relationships with others including both members and teammates.
• Provide holistic family support to members who may have special needs themselves or may be caring for children or family members with special needs, owning end-to-end resolution of issues.
• Focus on teamwork and fostering strong team environment through activities including mentoring and acting as a resource for colleagues.
• Make decisions independently and solve problems creatively and completely using sound judgment and critical thinking.
• Responsible for managing project time to insure follow up and outreach work is completed in a timely manner.
• Consistently follow through on commitments and framing realistic expectations for members.
• Process includes outreach calls to initiate contact with members referred by executives and partners.
• Responsible for maintaining accurate family counts on our documentation platform.
• Serve as an ongoing, point of contact for members, primarily via the phone channel (may also will use email, chat, text), delivering compassionate support to members, creating a memorable, positive experience.
• Determine appropriate referrals to other programs/services as needed with or without technology guidance.

To succeed as a Special Needs Service Advocate, ideal candidates will possess:

• Strong written and verbal communication skills with an ability to understand many different special needs conditions, the impact on the family and then tailor approaches to a variety of unique individuals.
• Self-starter abilities and thrive in ambiguity without established processes.
• A drive to add value by delivering more than the customers expect.
• Strong empathy, compassion and listening skills.
• Ability to diffuse member distress, manage complex situations and the aptitude to translate complex benefit terminology and processes into common language members can understand and act upon.
• Passion for helping individuals and families of children with special needs.
• High emotional intelligence: able to separate self from complaints/escalated members and focus on delivering thoughtful, compassionate care and resolving issues.
• Strong focus on putting member’s needs at the center of decisions.
• Critical thinking and problem-solving skills, able to prioritize time efficiently.
• Aptitude to be proactive, organized, resourceful and relentless with solving issues and providing support; can think outside the box.
• A coachable mindset focused on professional development and able to implement constructive feedback and coaching.
• Ability to step in with new members, quickly review history and confidently speak to member needs.
• Highly skilled at de-escalation techniques; able to move conversations toward building trust.
• Motivation to improve process.
• Energy for what needs to be done and for overcoming challenges.
• Agility and flexibility to excel in a very fast-paced work environment with constant learning and change.
• Ability to work well within a team.

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 p rovide development for other roles you may be interested in.

Required Qualifications:

• Experience using a computer and Microsoft Office including Microsoft Word (create correspondence and work within templates), Microsoft Excel (ability to sort, filter, and create simple spreadsheets), and Microsoft Outlook (email and calendar management)
• 1+ years of experience helping, resolving, or advocating on behalf of members or customers
• Ability to work 40 hours per week, Monday through Friday, 8 - 10-hour shifts based on business needs during our normal business hours of Monday - Friday from 9:45am – 6:15pm CST within our Family Engagement Center
• High School Diploma / GED (or higher)

Preferred Qualifications:

• Bachelor's Degree (or higher) in related field
• Claims processing experience
• Experience within a service delivery capacity (examples include, but are not limited to social services, caregivers, hospitality, social work, sales, non-profit agencies
• Experience within a member focused healthcare environment
• 1+ years A4Me OR 3+ months Quick Assist experience
• Experience providing care for children with special needs

Telecommuting Requirements:

• Required to have a dedicated work area established that is separated from other living areas and provides information privacy
• Must live in a location that can receive a UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet service
• Ability to keep all company sensitive documents secure (if applicable)
• Must be able to connect directly into internet – via hard wire (either directly to modem or router)

Careers with UnitedHealthcare. Work with a Fortune 5 organization that’s serving millions of people as we transform health care with bold ideas. Bring your energy for driving change for the better. Help us improve health access and outcomes for everyone, as we work to advance health equity, connecting people with the care they need to feel their best. As an industry leader, our commitment to improving lives is second to none.

California, Colorado, Connecticut, Nevada, Washington or New York, Rhode Island Residents Only: The salary range for California / Colorado / Connecticut / Nevada / Washington / New York / Rhode Island residents is $18.80 - $36.78.Pay is based on several factors including but not limited to education, work experience, certifications, etc. In addition to your salary, UnitedHealth Group offers benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with UnitedHealth Group, you’ll find a far-reaching choice of benefits and incentives

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.

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