Healthcare Customer Advisor (Special Needs) - National Remote Opportunity

**Join Our Team and Make a Lasting Impact on the Lives of Families with Special Needs** At UnitedHealthcare, we're committed to simplifying the healthcare experience, creating healthier communities, and removing barriers to quality care. As a Healthcare Customer Advisor (Special Needs), you'll play a vital role in serving and managing special needs for our members and/or their family members. Your dedication and expertise will empower families to navigate complex healthcare systems, providing them with the support and resources they need to thrive. **About UnitedHealthcare** UnitedHealthcare is a leading health insurance company that's part of the UnitedHealth Group family. Our mission is to help people live healthier lives and make the health system work better for everyone. We believe that everyone deserves access to quality healthcare, regardless of their background or circumstances. Our team is passionate about making a difference in the lives of our members and the communities we serve. **The Role** As a Healthcare Customer Advisor (Special Needs), you'll be responsible for delivering 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. Some of the issues you'll help resolve include complex benefits, claim and billing issues, prior authorizations, appeals, and more. **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 frame realistic expectations for members. * Plan, prioritize, organize, and complete work to meet established objectives for our families. * Manage 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. * Maintain 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. * Provide high-quality member experience as reflected in post-contact surveys and member feedback. **Essential 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: 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 401(k) contribution (all benefits are subject to eligibility requirements). **Why Join Our Team?** * You'll have the opportunity to make a lasting impact on the lives of families with special needs. * You'll be part of a team that's passionate about making a difference in the lives of our members and the communities we serve. * You'll have the flexibility to telecommute from anywhere within the U.S. * You'll have access to comprehensive training and development opportunities to help you grow in your career. * You'll be part of a company that's committed to diversity, equity, and inclusion. **How to Apply** If you're passionate about helping families with special needs and want to join a team that's making a difference, apply now! 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