Global Care Consultant

Global Care Consultant

The Global Care Consultant is the core support for UnitedHealthcare Global's traveling members in need. No workday will be the same as you will be responsible for coordinating various medical and travel assistance for and with our partners, customers, and service providers. You will also work closely with our in-house Clinical team, Healthcare Intelligence, and Claims staff to provide superior customer support. You will provide assistance to customers requiring medical care, including emergency support, medical assistance, appointment arrangements, medical referrals, billing arrangements, travel assistance, arrangement of medical evacuations and repatriation, and general customer service. You will be responsible for maintaining accurate case records, working as a part of a cohesive team, and providing ongoing and comprehensive service to our members abroad and in the USA.

The Emergency Response and Assistance Center operates 24 hours a day, 7 days a week, 365 days a year, requiring individuals willing to work flexible schedules including weekends and holidays on a rotating basis. We are looking for people who enjoy learning and are critical thinkers.

This position follows the shift bid process for scheduling. This is a 24/7 call center department. Candidates must have the flexibility to work either 4 ten hour shifts or 5 eight hour shifts weekly based on the shift bid, including weekend shifts (every other weekend on average) and holidays (rotating). Shift bid is 1 time per year and priority is given based on department seniority then organizational seniority.

We offer 8 weeks of on-the-job training. The hours of training will be 8:00 am - 4:30 pm EST.

Primary Responsibilities:

• Serve as a member of the 24/7 Emergency Response and Assistance Center team
• Answer a high volume of calls in accordance with client and member service requirements
• Coordinate medical assistance services for travelers experiencing medical emergencies or requiring treatment
• Manage domestic and international assistance cases from intake through resolution
• Act as the primary point of contact for members, end users, clients, service providers, and colleagues, ensuring prompt, professional, and courteous service
• Respond to inbound telephone and email inquiries and assistance requests in a timely and professional manner
• Coordinate case activities with internal teams, including Clinical Services, Healthcare Intelligence, Claims, Travel, and other functional areas
• Manage cases efficiently and cost-effectively in accordance with company policies and procedures
• Apply knowledge of client-specific operational and billing procedures to case management activities
• Develop and maintain expertise in assistance services to clearly explain processes and ensure customer understanding
• Arrange and coordinate logistics to meet member and client needs in a timely and appropriate manner
• Communicate case updates and status information to stakeholders, including senior leaders, clients, patients, and family members, through phone, email, and teleconferences
• Take ownership of cases and proactively drive progress in the best interests of members and clients
• Manage an assigned caseload and ensure effective communication during case handoffs to maintain continuity of service
• Deliver exceptional customer service and uphold quality standards in all interactions
• Thrive in a fast-paced, dynamic, and flexible environment
• Maintain strong attention to detail and accuracy
• Perform additional duties and participate in special projects as assigned

This role is equally challenging and rewarding. You'll need to always stay positive, especially in difficult situations. You'll be asked to communicate effectively with individuals and team members around the world.

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 3+ years of equivalent work experience in an office setting environment using the telephone and computer as the primary instruments to perform job duties
• Must be 18 years of age OR older
• 2+ years of customer experience with analyzing and solving customer problems in an office setting environment using the telephone and computer as the primary instruments to perform job duties
• Experience in a customer-facing role requiring professional written and verbal communication
• Experience with Microsoft Office Suite (Microsoft Word, Microsoft Excel, Microsoft PowerPoint, Microsoft Copilot)
• Experience with Microsoft Outlook (ability to create and send professional communications utilizing proper sentence structure and grammar)
• Ability to work variable hours or any given shift in a 24 hours / 7 days department - the role requires every other weekend as well as rotating holidays and it may be necessary, given the business need, to work occasional overtime

Preferred Qualifications:

• 3+ years of healthcare experience with a focus in global environment, world / geographic understanding, and empathizing with challenges while traveling
• Bilingual fluency in any other language
• Spanish fluency
• Call center and / OR medical assistance experience
• Experience with computer and Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications

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 (UHG requires a wired internet connection: cable, DSL or fiber internet service with Minimum speed standard of 25 Mb download/5 Mb upload. Wireless services such as satellite, hot spot, line of sight antenna cannot be used for telecommuting.)

Soft Skills:

• Maintains composure and sound judgment when handling emergencies, urgent situations, and sensitive cases in a fast-paced environment
• Thrives in a high-pressure environment while managing complex, and evolving situations with professionalism and accuracy
• Delivers white-glove, high-quality customer service
• Takes ownership of inquiries and collaborates across departments to provide seamless service
• Demonstrates cultural competence and global awareness, effectively overcoming cultural and language barriers to provide assistance
• Communicates complex information clearly and concisely, using appropriate grammar and professionalism in both verbal and written communications with stakeholders
• Brings experience working in insurance, healthcare, or global vendor environments, including knowledge of applicable regulations such as privacy, HIPAA, and compliance requirements
• Demonstrates knowledge of international travel and independently identifies root causes, develops solutions, and resolves casework issues with minimal guidance
• Handles complaints by investigating member or provider concerns and coordinating responses with appropriate functional areas, departments, and vendors
• Coaches and mentors new team members to support development, facilitate knowledge transfer, and achieve team objectives

*All employees working remotely will be required to adhere to UnitedHealth Group's Telecommuter Policy

Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with us, you'll find a far-reaching choice of benefits and incentives. The hourly pay for this role will range from $20 - $36 per hour based on full-time employment. We comply with all minimum wage laws as applicable.

Application Deadline: This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants.

At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes - an enterprise priority reflected in our mission.

UnitedHealth Group is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.

UnitedHealth Group is a drug - free workplace. Candidates are required to pass a drug test before beginning employment.