Full Job Description:-<\/strong><\/h5>\nYou\u2019ll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges.<\/p>\n
At UnitedHealthcare, we\u2019re 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\u2019s best work.SM<\/p>\n
UnitedHealthcare\u2019s 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 as 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\u2019s journey. Some of the issues you will help resolve include complex benefits, claim and billing issues, prior authorizations, appeals and more.<\/p>\n
This position is full-time (40 hours\/week) Monday \u2013 Friday, from 9:45am \u2013 6:15pm CST, within our Family Engagement Center. It may be necessary, given the business need, to work occasional overtime.<\/p>\n
We offer 18 weeks of paid training. The hours during training will be 8am-4:30 CST (Ramp to 9:45-6:15pm CST the last 4 weeks of training).<\/p>\n
All Telecommuters will be required to adhere to UnitedHealth Group\u2019s Telecommuter Policy.<\/p>\n
Primary Responsibilities:<\/strong><\/p>\n\n- 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.<\/li>\n
- 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.<\/li>\n
- Create and build ongoing relationships with others including both members and teammates.<\/li>\n
- Make decisions independently and solve problems creatively and completely using sound judgment and critical thinking.<\/li>\n
- Consistently follow through on commitments and framing realistic expectations for members.<\/li>\n
- Plan, prioritize, organize and complete work to meet established objectives for our families.<\/li>\n
- Responsible for managing project time to insure follow up and outreach work is completed in a timely manner.<\/li>\n
- Families served include a range of low, moderate, and high needs as determined by clinical needs, financial impacts, and\/or level of escalation.<\/li>\n
- Process includes outreach calls to initiate contact with members referred by executives and partners.<\/li>\n
- Responsible for maintaining accurate family counts on our documentation platform.<\/li>\n
- Focus on teamwork and fostering strong team environment through activities including mentoring and acting as a resource for colleagues.<\/li>\n
- Anticipate member needs and proactively seek out external and internal resources or partners where appropriate to add unexpected value for the member.<\/li>\n
- Determine appropriate referrals to other programs\/services as needed with or without technology guidance.<\/li>\n
- Responsible for providing high quality member experience as reflected in post contact surveys and member feedback.<\/li>\n<\/ul>\n
To succeed as a Special Needs Service Advocate, ideal candidates will possess:<\/strong><\/p>\n\n- Passion for helping individuals and families of children with special needs.<\/li>\n
- Strong empathy, compassion and listening skills.<\/li>\n
- Aptitude to be proactive, organized, resourceful and relentless with solving issues and providing support; can think outside the box.<\/li>\n
- Critical thinking and problem-solving skills, able to prioritize time efficiently.<\/li>\n
- Self-starter abilities and thrive in ambiguity without established processes.<\/li>\n
- Motivation to improve process.<\/li>\n
- 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.<\/li>\n
- 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.<\/li>\n
- Ability to work well within a team.<\/li>\n
- Strong focus on putting member\u2019s needs at the center of decisions.<\/li>\n
- A drive to add value by delivering more than the customers expect.<\/li>\n
- Agility and flexibility to excel in a very fast-paced work environment with constant learning and change.<\/li>\n
- Ability to step in with new members, quickly review history and confidently speak to member needs.<\/li>\n
- Energy for what needs to be done and for overcoming challenges.<\/li>\n
- A coachable mindset focused on professional development and able to implement constructive feedback and coaching.<\/li>\n
- Highly skilled at de-escalation techniques; able to move conversations toward building trust.<\/li>\n
- High emotional intelligence: able to separate self from complaints\/escalated members and focus on delivering thoughtful, compassionate care and resolving issues.<\/li>\n<\/ul>\n
You\u2019ll 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.<\/p>\n
Required Qualifications:<\/strong><\/p>\n\n- High School Diploma \/ GED OR equivalent work experience<\/li>\n
- 1+ years of experience helping, resolving, or advocating on behalf of members or customers<\/li>\n
- 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)<\/li>\n
- Ability to work 40 hours per week, Monday through Friday, from 9:45am \u2013 6:15pm CST, within our Family Engagement Center. It may be necessary, given the business need, to work occasional overtime.<\/li>\n
- Must be 18 years of age or older<\/li>\n<\/ul>\n
Preferred Qualifications:<\/strong><\/p>\n