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Healthcare Customer Advisor (Special Needs) - Remote

UnitedHealth Group
Full Time
Hartford, CT 06152
Posted Today
Job description

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. It may be necessary, given the business need, to work occasional overtime or weekends.


  • 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, positive experience.

  • 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 documentation platform.

  • Focus on teamwork and fostering strong team environment through activities including mentoring and acting as a resource for colleagues.

  • 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 special needs.

  • Strong empathy, compassion and listening skills.

  • Aptitude to be proactive, organized, resourceful and relentless with solving issues and providing support; can think outside the box.

  • 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 individuals.

  • 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.

  • Ability to work well within a team.

  • Strong focus on putting member’s needs at the center of decisions.

  • A drive to add value by delivering more than the customers expect.

  • 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 challenges.

  • 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 management)

  • 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 Qualifications:


  • 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 Requirements:


  • Required to have a dedicated work area established that is separated from other living areas and provides information privacy

  • Ability to keep all company sensitive documents secure (if applicable)

  • 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 https://uhg.hr/transitioning-military


Learn how Teresa, a Senior Quality Analyst, works with military veterans and ensures they receive the best benefits and experience possible. https://uhg.hr/vet


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 $17.12 to $30.34. The salary range for Connecticut / Nevada residents is $18.80 to $33.41. 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.


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

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