Global Care Consultant - Oldsmar, FL

Welcome to one of the toughest and most fulfilling ways to help people, including yourself. We offer the latest tools, most intensive training program in the industry and nearly limitless opportunities for advancement. Join us and start doing your life's best work. SM

It's a big step forward when you realize that you've earned the trust to lead a team. Now, let's determine just how big that step can be. Take on this role with UnitedHealth Group and you'll be part of a team that's reshaping how health care works for millions. Now, you can take advantage of some of the best resources and tools in the world to help serve our members. You'll play a lead role in a high volume, focused and performance driven call center where the goal is always to connect with members and enhance the customer experience. This is no small opportunity. This is where you can bring your compassion for others while building your career.

This position is full-time (40 hours/week). Employees are required to have flexibility to work any of our 8-hour shift schedules 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 601 Brooker Creek Blvd.

Training will be conducted virtually from your home.

Once training is completed you will be required to work every other weekend.

If you need to enter a work site for any reason, you will be required to screen for symptoms using the ProtectWell mobile app, Interactive Voice Response (i.e., entering your symptoms via phone system) or a similar UnitedHealth Group-approved symptom screener. When in a UnitedHealth Group building, employees are required to wear a mask in common areas. In addition, employees must comply with any state and local masking orders.

The Non-clinical case manager manages inbound communications, contacts and cases. The non-clinical team supports members with provider referrals, coverage information, appointment setting, billing and logistics support, case ownership and management. Non-clinical case managers assist with standard Visa letter requests, benefits verification, and other referrals. Non-clinical case managers support financial transactions which include arrange billing by guarantee of payments, credit card, bank wires, or with a local assistance company. Non-clinical case managers provide logistical support by coordinating commercial flights, Medical Escorts, Air & ground Ambulances, or Sedan arrangements based on travel orders and medical needs. The Non-clinical case manager partners with nurses and intelligence teams on the case management process when a member requires routine & emergency medical care. Together they ensure provision of appropriate care and transportation logistics. Non-clinical case manager coordinates the return of remains if an eligible member should pass away while traveling abroad. Non-clinical case manager provides routine updates to clients, members, family, providers, vendors and other stakeholders as appropriate

Primary Responsibilities:

• Provide expertise and customer service support to members, customers, and/or providers
• Serve as the liaison to a complex customer base to manage first level response and resolution of escalated issues with external and internal customers
• Identify and resolve operational problems using defined processes, expertise and judgment
• Investigate claim and/or customer service issues as identified and communicate resolution to customers
• Provide feedback to team members regarding improvement opportunities

This role is equally challenging and rewarding. Within a high volume environment, you'll need to model and act as an Ambassador for the company while solving complex health care inquires The Associate Service Account Manager acts as a customer advocate to resolve escalated and complex issues.

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)
• 2+ years of customer service experience analyzing and solving customer problems
• If you need to enter a work site for any reason, you will be required to screen for symptoms using the ProtectWell mobile app, Interactive Voice Response (i.e., entering your symptoms via phone system) or similar UnitedHealth Group-approved symptom screener. When in a UnitedHealth Group building, employees are required to wear a mask in common areas. In addition, employees must comply with any state and local masking orders

Preferred Qualifications:

• Associate's degree (or higher)
• 3+ years healthcare experience with a focus in global environment, world/geography understanding, and empathizing with challenges while travelling
• Bilingual
• Touch typing experience

Soft Skills:

• Ability to multi-task including ability to understand multiple products and multiple levels of benefits within each product
• Delivers white glove high touch quality customer service, takes ownership of inquiries and liaises between departments to provide seamless service.
• Ability to take ownership of inquiries and liaise between departments to provide seamless service
• Possesses Cultural Competence and awareness on global scale and is able to overcome cultural and language barriers to provide assistance
• Ability to adapt in a dynamic work environment and make independent decisions
• Ability to drive change and process improvements
• Experience evaluating critical situations and applying case handling instructions and standard operation procedures to make appropriate treatment and logistic decisions
• Experience with complex task management and the ability to learn complex systems and processes.
• Experience communicating complex information both verbally and in writing to stakeholders
• Experience working within an insurance, global vendors or healthcare role and related regulations (privacy, HIPAA, compliance)
• Experience maneuvering multiple computer screens with the ability to navigate a fast paced, highly matrixed organization effectively.
• Strong knowledge of international travel and ability to work independently to identify root cause and solution to case work issues, and driving the initiative to correct it with minimal guidance
• Experience handling complaints by investigating member or provider concerns and coordinating responses with other functional areas, departments, and vendors as appropriate.
• Ability to coach and mentor new team members to develop in role and ensure appropriate knowledge transfer in order to meet team objectives

Helping create positive customer experiences for our members can drive your sense of impact and purpose. Join us as we improve the lives of millions. Learn more about how you can start doing your life's best work. SM

UnitedHealth Group is an essential business. The health and safety of our team members is our highest priority, so we are taking a science driven approach to slowly welcome and transition some of our workforce back to the office with many safety protocols in place. We continue to monitor and assess before we confirm the return of each wave, paying specific attention to geography-specific trends. We have taken steps to ensure the safety of our 325,000 team members and their families, providing them with resources and support as they continue to serve the members, patients and customers who depend on us. You can learn more about all we are doing to fight COVID-19 and support impacted communities at:

Careers with UnitedHealthcare. Let's talk about opportunity. Start with a Fortune 10 organization that's serving more than 85 million people already and building the industry's singular reputation for bold ideas and impeccable execution. Now, add your energy, your passion for excellence, your near - obsession with driving change for the better. Get the picture? UnitedHealthcare is serving employers and individuals, states and communities, Military families and Veterans wherever they're found across the globe. We bring them the resources of an industry leader and a commitment to improve their lives that's second to none. This is no small opportunity. It's where you can do your life's best work. SM

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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