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Global Care Consultant - Oldsmar, FL OR Work From Home

Company: UnitedHealth Group
Location: Oldsmar
Posted on: November 12, 2021

Job Description:

If you are located within Oldsmar, FL, you will have the flexibility to telecommute* (work from home) as you take on some tough challenges. Welcome to one of the toughest and most fulfilling ways to help people, including yourself. We offer the latest tools, most intensive training program in the industry and nearly limitless opportunities for advancement. Join us and start doing your life's best work. SM It's a big step forward when you realize that you've earned the trust to lead a team. Now, let's determine just how big that step can be. Take on this role with UnitedHealth Group and you'll be part of a team that's reshaping how health care works for millions. Now, you can take advantage of some of the best resources and tools in the world to help serve our members. You'll play a lead role in a high volume, focused and performance driven call center where the goal is always to connect with members and enhance the customer experience. This is no small opportunity. This is where you can bring your compassion for others while building your career.The Global Care Consultant manages inbound communications, contacts and cases. The non-clinical team supports members with provider referrals, coverage information, appointment setting, billing and logistics support, case ownership and management. GCC's assist with standard Visa letter requests, benefits verification, and other referrals. The GCC support financial transactions which include arrange billing by guarantee of payments, credit card, bank wires, or with a local assistance company. GCC's provide logistical support by coordinating commercial flights, Medical Escorts, Air & ground Ambulances, or Sedan arrangements based on travel orders and medical needs. The GCC partners with nurses and intelligence teams on the case management process when a member requires routine & emergency medical care. Together they ensure provision of appropriate care and transportation logistics. The GCCs coordinates the return of remains if an eligible member should pass away while traveling abroad. GCC's provides routine updates to clients, members, family, providers, vendors and other stakeholders as appropriateThis role is equally challenging and rewarding. Within a high volume environment, you'll need to model and act as an Ambassador for the company while solving complex health care inquires The Global Care Consultant as a customer advocate to resolve escalated and complex issues. *All Telecommuters will be required to adhere to UnitedHealth Group's Telecommuter Policy. Primary Responsibilities:

  • Provide expertise and customer service support to members, customers, and/or providers
  • Serve as the liaison to a complex customer base to manage first level response and resolution of escalated issues with external and internal customers
  • Identify and resolve operational problems using defined processes, expertise and judgment
  • Investigate claim and/or customer service issues as identified and communicate resolution to customers
  • Provide feedback to team members regarding improvement opportunitiesYou'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)
    • 2+ years of customer service experience analyzing and solving customer problems
    • Ability to work variable hours including the flexibility to work biweekly weekends and rotating holidays
    • Full COVID-19 vaccination is an essential requirement of this role. UnitedHealth Group will adhere to all federal, state and local regulations as well as all client requirements and will obtain necessary proof of vaccination prior to employment to ensure compliance. Preferred Qualifications:
      • Associate's degree (or higher)
      • 3+ years healthcare experience with a focus in global environment, world/geography understanding, and empathizing with challenges while travelling
      • Experience with computer and Windows PC applications, which includes the ability to navigate and learn new and complex computer system applicationsTelecommuting Requirements:
        • Reside within Oldsmar, FL
        • 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 serviceSoft Skills:
          • Ability to multi-task including ability to understand multiple products and multiple levels of benefits within each product
          • Delivers white glove high touch 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 Cultural Competence and awareness on global scale and is able 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 applying 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.
          • Strong 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 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 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: customer service representative, customer service, CSR, UnitedHealth Group, call center, UnitedHealthcare, health care, healthcare, office, phone support, training class, customer service advocate, customer service rep, SME, Senior, SR, work at home, work from home, WAH, WFH, remote, telecommute, hiring immediately, #RPO

Keywords: UnitedHealth Group, Tampa , Global Care Consultant - Oldsmar, FL OR Work From Home, Professions , Oldsmar, Florida

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