Healthcare Customer Advisor (Special Needs) - National Remote
Company: UnitedHealth Group
Posted on: September 24, 2022
$ 1,500 Sign-On Bonus for External Candidates You'll enjoy the
flexibility to telecommute* from anywhere within the U.S. as you
take on some tough challenges. 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. - Employees
are required to have flexibility to work any shift schedules during
the normal business hours of 7:00am - 6:15pm CST / 7:00am - 7:15pm
EST / 5:00am - 4:15pm PST working in our member engagement center.
- *All Telecommuters will be required to adhere to UnitedHealth
Group's Telecommuter Policy. Primary Responsibilities:
- 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.
- 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,
- Create and build ongoing relationships with others including
both members and teammates.
- Make decisions independently and solve problems creatively and
completely using sound judgment and critical thinking.
- Consistently follow through on commitments and framing
realistic expectations for members.
- Plan, prioritize, organize and complete work to meet
established objectives for our families.
- Responsible for managing project time to insure follow up and
outreach work is completed in a timely manner.
- Families served include a range of low, moderate, and high
needs as determined by clinical needs, financial impacts, and/or
level of escalation.
- Process includes outreach calls to initiate contact with
members referred by executives and partners.
- Responsible for maintaining accurate family counts on our
- Focus on teamwork and fostering strong team environment through
activities including mentoring and acting as a resource for
- Anticipate member needs and proactively seek out external and
internal resources or partners where appropriate to add unexpected
value for the member.
- Determine appropriate referrals to other programs/services as
needed with or without technology guidance.
- Responsible for providing high quality member experience as
reflected in post contact surveys and member feedback. To succeed
as a Special Needs Service Advocate, ideal candidates will possess:
- Passion for helping individuals and families of children with
- Strong empathy, compassion and listening skills.
- Aptitude to be proactive, organized, resourceful and relentless
with solving issues and providing support; can think outside the
- Critical thinking and problem-solving skills, able to
prioritize time efficiently.
- Self-starter abilities and thrive in ambiguity without
established processes. -
- Motivation to improve process.
- 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
- 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
- Ability to work well within a team.
- Strong focus on putting member's needs at the center of
- A drive to add value by delivering more than the customers
- Agility and flexibility in order to excel in a very fast-paced
work environment with constant learning and change.
- Ability to step in with new members, quickly review history and
confidently speak to member needs.
- Energy for what needs to be done and for overcoming
- A coachable mindset focused on professional development and
able to implement constructive feedback and coaching.
- Highly skilled at de-escalation techniques; able to move
conversations toward building trust.
- High emotional intelligence: able to separate self from
complaints/escalated members and focus on delivering thoughtful,
compassionate care and resolving 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)
- 1+ years of experience helping, resolving, or advocating on
behalf of members or customers
- 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
- Ability to work 40 hours per week, Monday through Friday, 8 -
10-hour shifts based on business needs during our normal business
hours of 7:00am - 6:15pm CST / 7:00am - 7:15pm EST / 5:00am -
4:15pm PST within our Family Engagement Center Preferred
- Bachelor's Degree (or higher) in related field
- 1+ years A4Me or 3+ months Quick Assist experience
- Claims processing experience
- Experience providing care for children with special needs
- Experience within a member focused healthcare environment
- Experience within a service delivery capacity (examples
include, but are not limited to social services, caregivers,
hospitality, social work, sales, non-profit agencies) Telecommuting
- Ability to keep all company sensitive documents secure (if
- Required to have a dedicated work area established that is
separated from other living areas and provides information
- Must live in a location that can receive a UnitedHealth Group
approved high-speed internet connection or leverage an existing
high-speed internet service Soft Skills:
- Highly skilled at de-escalation techniques UnitedHealth Group
requires all new hires and employees to report their COVID-19
vaccination status. Military & Veterans find your next mission: -We
know your background and experience is different and we like that.
UnitedHealth Group values the skills, experience and dedication
that serving in the military demands. In fact, many of the values
defined in the service mirror what the UnitedHealth Group culture
holds true: Integrity, Compassion, Relationships, Innovation and
Performance. Whether you are looking to transition from active duty
to a civilian career, or are an experienced veteran or spouse, we
want to help guide your career journey. Learn more at - Learn how
Teresa, a Senior Quality Analyst, -works with -military veterans
and ensures they receive the best benefits and experience possible.
- Careers with UnitedHealthcare. -Let's talk about opportunity.
Start with a Fortune 5 -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
Colorado, Connecticut or Nevada Residents Only: The salary range
for Colorado residents is $18.17 to $32.26. The salary range for
Connecticut / Nevada residents is $20.00 to $35.53. 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. **PLEASE NOTE** The sign on bonus is
only available to external candidates. Candidates who are currently
working for a UnitedHealth Group, UnitedHealthcare or related
entity in a full time, part time, or per diem basis ("Internal
Candidates") are not eligible to receive a sign on bonus. 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. Keywords: #RPO, #YELLOW
Keywords: UnitedHealth Group, Indianapolis , Healthcare Customer Advisor (Special Needs) - National Remote, Healthcare , Indianapolis, Indiana
Didn't find what you're looking for? Search again!