Job details
Job type full-time
Full 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 yourselfWe offer the latest tools, most intensive training program in the industry and nearly limitless opportunities for advancementJoin us and start doing your life`s best workSm
It’s a big step forward when you realize that you’ve earned the trust to lead a teamNow, let’s determine just how big that step can beTake on this role with unitedhealth group and you’ll be part of a team that’s reshaping how health care works for millionsNow, you can take advantage of some of the best resources and tools in the world to help serve our membersYou’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 experienceThis is no small opportunityThis is where you can bring your compassion for others while building your career.
The non-clinical case manager manages inbound communications, contacts and casesThe non-clinical team supports members with provider referrals, coverage information, appointment setting, billing and logistics support, case ownership and managementNon-clinical case managers assist with standard visa letter requests, benefits verification, and other referralsNon-clinical case managers support financial transactions which include arrange billing by guarantee of payments, credit card, bank wires, or with a local assistance companyNon-clinical case managers provide logistical support by coordinating commercial flights, medical escorts, air & ground ambulances, or sedan arrangements based on travel orders and medical needsThe non-clinical case manager partners with nurses and intelligence teams on the case management process when a member requires routine & emergency medical careTogether they ensure provision of appropriate care and transportation logisticsNon-clinical case manager coordinates the return of remains if an eligible member should pass away while traveling abroadNon-clinical case manager provides routine updates to clients, members, family, providers, vendors and other stakeholders as appropriate
*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 opportunities
This role is equally challenging and rewardingWithin a high volume environment, you’ll need to model and act as an ambassador for the company while solving complex health care inquires the associate service account manager acts as a customer advocate to resolve escalated and complex 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)
2+ years of customer service experience analyzing and solving customer problems
Telecommuting requirements:
Reside within oldsmar, fl area
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
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 applications
Soft 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 thatUnitedhealth group values the skills, experience and dedication that serving in the military demandsIn fact, many of the values defined in the service mirror what the unitedhealth group culture holds true: integrity, compassion, relationships, innovation and performanceWhether 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 journeyLearn 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 possibleHttps://uhg.hr/vet
Careers at unitedhealthcare employer & individualWe all want to make a difference with the work we doSometimes we`re presented with an opportunity to make a difference on a scale we couldn`t imagineHere, you get that opportunity every dayAs a member of one of our elite teams, you`ll provide the ideas and solutions that help nearly 25 million customers live healthier livesYou`ll help write the next chapter in the history of health careAnd you`ll find a wealth of open doors and career paths that will take you as far as you want to goGo furtherThis is your life`s best workSm
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 workplaceCandidates are required to pass a drug test before beginning employment.
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