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Special Needs Research Advisor - Green Bay, WI or Minneapolis, MN

UnitedHealth Group

Green Bay, WI
Job Code:
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Job Details

Special Needs Research Advisor - Green Bay, WI or Minneapolis, MN(Job Number:726135)

Position Description:

Talk about meaningful work. Talk about an important role. Let's talk about your next career move. Due to our expanding business, UnitedHealth Group is seeking Special Needs Research Advisors who share our passion for helping others live healthier lives. As one of the world's leading health care companies, UnitedHealth Group is pursuing innovative new ways to operate our service centers and improve on our ability to deliver high-quality care. As part of our clinical support team, you will be a key component in customer satisfaction and have a responsibility to make every contact informative, productive and positive for our members and providers. You'll have the opportunity to do live outreach, educating members about program benefits and services while also helping to manage member cases. Bring your skills and talents to a role where you'll have the opportunity to make an impact on a huge scale. Take this opportunity and begin doing your life's best work.

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 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

Job Customer Service Quality
Primary Location US-WI-Green Bay
Other Location US-MN-Minneapolis
Organization Cons & Cust Experience
Schedule Full-time
Number of Openings 4
Apply on the Company Site

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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