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Special Needs Family Advisor - Minneapolis, MN, Kingston, NY, or Green Bay, WI

UnitedHealth Group


Location:
Minneapolis, MN
Date:
11/17/2017
2017-11-172017-12-16
Job Code:
734504
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Job Details

734504 Special Needs Family Advisor Minneapolis MN Kingston NY or Green Bay WI

Special Needs Family Advisor - Minneapolis, MN, Kingston, NY, or Green Bay, WI (734504)

Position Description

Position Description:

We dedicate an elite team of Advisors to serve our United Healthcare Families of Children with Special Needs because we recognize that the health care system needs to be tailored to work for every individual and family to best serve their specific needs. When you join us as an Advisor, you’ll have the opportunity to deliver an extraordinary experience to families who need an ally; someone in their corner that is empowered to fast track resolving issues and serves as an ongoing resource to provide guidance and community resources during key transition times in each family’s journey. Some issues you will help families resolve include complex benefit, claims and billing issues, prior authorizations, appeals and more.

What makes your clinical career greater with UnitedHealth Group? You'll work within an incredible team culture; a clinical and business collaboration that is learning and evolving every day. And, when you contribute, you'll open doors for yourself that simply do not exist in any other organization, anywhere.

Primary Responsibilities:
  • Provide holistic family support to families of children with special needs, owning end - to - end resolution of benefit issues
  • Serves as an ongoing, single point of contact for members, primarily via the phone channel (may also will use email, chat, text), delivering compassionate support to consumers, creating a memorable, positive consumer experience. Must create and build ongoing relationships with others (to include both consumers and teammates)
  • Make decisions independently and solve problems creatively without requiring established procedures, using sound judgment and critical thinking, while consistently following through on commitments and framing realistic expectations for consumers
  • Plans, prioritizes, organizes and completes work to meet established objectives
  • Mentors and coaches colleagues, and acts as a resource for others
  • Anticipates member needs and proactively seeks out external and internal resources where appropriate to add unexpected value for the member. 
  • Ability to determine appropriate referrals to other programs / services as needed without technology guidance
  • Proactively identifies areas of improvement for the broader member experience and escalates the issue and proposed solution for the benefit of the entire team
  • Ongoing education for conditions that fall under the special needs umbrella is required; Will be on the job and provided by UHG
  • Provide other services in the future yet to be defined. For example: decision support services
  • Contributing to the community of the team, being vocal with what you have learned.
Provide services such as:
  • End to end resolution of coordination of benefits, and medical & pharmacy claims, billing/appeals / prior authorization / etc. issues; striving to remove the burden from the consumer
  • Help members with medical, behavioral and pharmacy needs as well as connect them with resources in and out of our company
  • Support in researching and identifying healthcare providers that meet and align with consumer needs
  • Educate and coach consumers on clinical, wellness and community resources they can use to help increase their family’s quality of life
  • Educate consumers on their benefit package and quarterback interactions to additional benefit experts or resources; Expected to do much more legwork on the member’s behalf and not transfer
  • Intervene with care providers (healthcare provider offices) on behalf of the consumer to assist with appointment scheduling or connections with internal specialists for assistance when needed
  • Assist consumers in navigating myuhc.com and other UnitedHealth Group resources and encourage and educate them to become self - sufficient
  • Provide resources and guidance to help members navigate key transition times in their dependents’ life, when benefits and resources typically change
To succeed as a Special Needs Family Advisor, ideal candidates will possess:
  • Be passionate about helping individuals and families of children with special needs. 
  • Strong empathy, compassion and listening skills 
  • Aptitude to be proactive, resourceful and relentless with solving issues and providing support; can think outside the box
  • Have critical thinking and problem solving skills
  • Be a self - starter and thrives in ambiguity without established processes; Adaptable and driven to improve process.
  • Have strong 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. 
  • Able to diffuse consumer distress and manage complex situations as well as prioritize actions, excellent writing skills, and the aptitude to translate complex benefit terminology and processes into common language consumers can understand and act upon 
  • Have strong organizational skills in an effort to prioritize tasks effectively and efficiently 
  • Work well on a team
  • Must be willing to stay abreast of current special needs services trends for proper delivery of services
  • The ability to be laser - focused on putting consumers needs at the center of decisions
  • Aptitude to translate complex benefit terminology and processes into common language consumers can understand and act upon
  • Flexibility to continuously evolve the role and try new things
  • Agility in order to excel in a very fast - paced work environment with constant learning and change
Required Qualifications:
  • High School Diploma / GED
  • Ability to work Monday - Friday for 8 hour shifts between the hours of 7:00 AM - 8:00 PM CST
  • 1+ years of experience helping, resolving, or advocating on behalf of consumers or customers
  • Experience using computer and Windows PC applications (Microsoft Excel, Word and Outlook), including: strong keyboard; navigation skills; adeptness in learning new computer programs; the ability to type and talk at the same time and toggle between multiple screens
Preferred Qualifications:
  • Bachelor's Degree (or higher) in a Social Science field 
  • Experience providing care for children with special needs
  • Claims processing experience 
  • Experience within a Service Delivery capacity (examples include, but are not limited to: Social Services, Caregivers, Hospitality, Social Work, Sales, Non - Profit Agencies)
  • 1+ years of experience working in healthcare
  • Bilingual with English and Spanish 
Careers with UnitedHealthcare. Let's talk about opportunity. Start with a Fortune 6 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 where ever 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: UHG, Green Bay, Minneapolis, Kingston, Healthcare, Advisor, SPECIALNEEDS

Job Details

  • Contest Number734504
  • Job TitleSpecial Needs Family Advisor - Minneapolis, MN, Kingston, NY, or Green Bay, WI
  • Job FamilyMedical and Clinical Operations
  • Business SegmentUHC Benefit Ops - Corporate

Job Location Information

  • Minneapolis, MN
    United States
    North America
  • Other LocationsKingston, NY
    Green Bay, WI

Additional Job Detail Information

  • Employee StatusRegular
  • ScheduleFull-time
  • Job LevelIndividual Contributor
  • ShiftDay Job
  • TravelNo
  • Telecommuter PositionNo
  • Overtime StatusNon-exempt

UnitedHealth Group is the most diversified health care company in the United States and a leader worldwide in helping people live healthier lives and helping to make the health system work better for everyone.

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