Global Care Consultant – National Remote

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 to start Caring. Connecting. Growing together. 

The Global Care Consultant is the core support for UnitedHealthcare Global’s traveling members in need. No workday will be the same as you will be responsible for coordinating various medical and travel assistance for and with our partners, customers, and service providers. You will also work closely with our in-house Clinical team, Healthcare Intelligence, and Claims staff to provide superior customer support. You will provide assistance to customers with travel emergencies, including: medical assistance, appointment arrangements, medical referrals, billing arrangements, travel assistance, arrangement of medical evacuations and repatriation, and general customer service. You will be responsible for maintaining accurate case records, working as a part of a cohesive team, and providing ongoing and comprehensive service to our members abroad and in the USA.

This Emergency Response Operations Center operates 24 hours a day, 7 days a week, 365 days a year, requiring individuals willing to work flexible schedules including weekends and holidays on a rotating basis. We are looking for people who enjoy learning and are critical thinkers.

This role is equally challenging and rewarding. You’ll need to always stay positive, especially in difficult situations. You’ll be asked to communicate effectively with individuals and team members around the world. 

This position is full time. Employees are required to have flexibility to work variable hours – the role requires every other weekend as well as rotating holidays.  It may be necessary, given the business need, to work occasional overtime.

We offer weeks of paid on-the-job training. The hours of the training will be aligned with your schedule. 

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

 

Primary Responsibilities:

• Serve as a team member in the 24 / 7 Emergency Response Operations Center
• Answer a high volume of calls according to client and member specific service requirements
• First point of contact to coordinate medical assistance services for travelers experiencing a medical emergency abroad
• Manage all aspects of a domestic or international assistance case from opening to close
• Serve as the first point of contact for members, end users, clients, service providers and colleagues to ensure all calls are answered promptly, appropriately, and courteously
• Answer inbound telephone or email inquiries and assistance requests and ensure continuity of service delivery by answering all requests for assistance in a timely and professional manner
• Coordinate actions with in – house Clinical Team, travel agents, Healthcare Intelligence, claims, and other internal functional areas involved in a case
• Coordinate cases in an efficient and cost-effective manner in accordance with company policies and procedures
• Demonstrate an understanding of all key clients’ Operations and Billings Procedure and able to apply in live case management
• Developing a knowledge base and degree of assurance to explain necessary information clearly and ensure that the customer fully understands the assistance UHCG provides
• Ensure that sufficient logistic arrangements are made in timely and appropriate manner to meet the needs of members and clients
• Communicate case status with stakeholders including senior leaders, clients, patients, and family members by telephone, email, teleconference, etc.
• Take ownership and manage cases with a view to moving them forward in the best interests of the member and client
• Manage an allocated load of cases within the working hours and ensure that it is communicated appropriately and efficiently in the transmission during case hand off
• 100% Customer Service Focused and Quality delivery is required in this role
• Ability work in a fast paced, flexible environment
• Attention to detail
• Other duties / projects as assigned

  

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 equivalent years of work experience
• Must be 18 years of age OR older
• 2+ years of customer experience analyzing and solving customer problems
• Ability to work variable hours – the role requires every other weekend as well as rotating holidays.  It may be necessary, given the business need, to work occasional overtime

 

Preferred Qualifications:

• 3+ years healthcare experience with a focus in global environment, world / geographic understanding, and empathizing with challenges while traveling
• Fluency in multiple languages 
• Call center and / OR medical assistance experience
• Experience with computer and Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications

 

Telecommuting Requirements: 

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

 

 

Soft Skills:

• Ability to multi-task including ability to understand multiple products and multiple levels of benefits within each product
• Delivers white glove, high 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 Culture Competence and awareness on global scale and is 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 apply 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
• 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

  

*All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter Policy