Introduction to UnitedHealthcare
At UnitedHealthcare, we are dedicated to simplifying the healthcare experience, creating healthier communities, and removing barriers to quality care. Our mission is to help people live healthier lives and make the health system work better for everyone. We believe that everyone deserves the opportunity to live their healthiest life, regardless of their background, income, or location. As a leader in the healthcare industry, we are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes.
Job Overview
We are seeking an experienced and compassionate Healthcare Customer Advisor to join our team of highly skilled Care Advisors. As a Care Advisor, you will have the opportunity to deliver an extraordinary experience to family members who need an ally, particularly those with special needs. You will 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. This is a full-time, 40-hour per week position, working Monday through Friday from 9:45am to 6:15pm CST, with occasional overtime as needed.
Primary 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 frame 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.
Essential Qualifications
To succeed as a Healthcare Customer Advisor, you will need:
- 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, Excel, and Outlook.
- Ability to work 40 hours per week, Monday through Friday, from 9:45am to 6:15pm CST, within our Family Engagement Center, with occasional overtime as needed.
- Must be 18 years of age or older.
Preferred Qualifications
Preferred candidates will have:
- 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).
Skills and Competencies
To be successful in this role, you will need to 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.
- 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.
Work Environment and Company Culture
At UnitedHealthcare, we are committed to creating a positive and inclusive work environment that values diversity, equity, and inclusion. We believe that diversity creates a healthier atmosphere, and we are an Equal Employment Opportunity / Affirmative Action employer. 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.
Compensation, Perks, and Benefits
We offer a competitive compensation package, including a salary range of $18.80 to $36.78 per hour, depending on location and experience. In addition to your salary, we offer a comprehensive benefits package, incentive and recognition programs, equity stock purchase, and 401k contribution (all benefits are subject to eligibility requirements).
Conclusion
If you are a compassionate and driven individual who is passionate about helping others, we encourage you to apply for this exciting opportunity. As a Healthcare Customer Advisor, you will have the chance to make a real difference in the lives of our members and their families. Don't miss out on this opportunity to join our team and start doing your life's best work. Apply today!
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