About UnitedHealthcare
At UnitedHealthcare, we're simplifying the healthcare 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 healthcare system of tomorrow, making it more responsive, affordable, and equitable. Ready to make a difference? Join us and start doing your life's best work.
Job Summary
We're seeking a highly skilled and compassionate individual to join our team as a Healthcare Customer Advisor – Special Needs Advocate. This is a fully remote role, offering you the flexibility to work from anywhere within the U.S. As a member of our team, you'll have the opportunity to deliver an extraordinary experience to family members who need an ally. You'll be 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.
Key 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 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 ensure 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 a 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.
Requirements
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 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.
Qualifications
Required Qualifications:
- High School Diploma / GED OR equivalent work experience.
- 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, from 9:45am – 6:15pm CST, within our Family Engagement Center. It may be necessary, given the business need, to work occasional overtime.
- Must be 18 years of age or older.
Preferred Qualifications:
- 1+ years of A4Me OR 3+ months of 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
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.
Compensation and Benefits
California, Colorado, Connecticut, Nevada, New Jersey, New York, Washington, or Rhode Island Residents Only: The hourly range for California / Colorado / Connecticut / Nevada / New York / New Jersey / Washington / Rhode Island residents is $18.80 - $36.78 per hour. 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).
Career Growth Opportunities and Learning Benefits
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.
Work Environment and Company Culture
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.
Conclusion
If this role sounds like a perfect fit, don't hesitate. Apply today and let's build the future together.
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