About UHG

Careers at UnitedHealth Group


We have modest goals: Improve the lives of others. Change the landscape of health care forever. Leave the world a better place than we found it. Such aspirations tend to attract a certain type of person. Crazy talented. Compassionate. Driven. To these individuals, we offer the global reach, resources and can-do culture of a Fortune 5 company. We provide an environment where you’re empowered to be your best. We encourage you to take risks and in return, offer a world of rewards and benefits for performance. Exceeding your limits is an exceptional start to your life's best work.SM


Just like you, we are driven by a set of fundamental principles that are guiding our way forward. Our values of integrity, compassion, relationships, innovation, and performance serve as a foundation to transform health care. Are you in? Learn more about your future at UnitedHealth Group at careers.unitedhealthgroup.com


Job Category:

Customer Services



Approximate Salary:

Not Specified

Position Type:

Full Time

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Customer Care Professional - Columbia, MD Office OR Tampa, FL Office

UHG - Tampa, Florida

Posted: 11/12/2018

Position Description:
Get the training you need to build the success you want. Classes starting soon, so apply today!
Welcome to one of the toughest and most fulfilling ways to help people, including yourself. We offer the latest tools, most intensive training program in the industry and nearly limitless opportunities for advancement. Join us and start doing your life's best work.
United Healthcare Global is a leading provider of customized medical, security, and travel assistance programs for international businesses and leisure travelers, as well as expatriates, students, and others traveling away from home. Our fast - paced, high - energy, and multi - lingual team of Assistance Specialists work around the clock to deliver life - determining aid during medical emergencies from any point on the globe, as well as coordination of transportation home after accidents or illnesses.
The Global Case Manager (Non-Clinical) is the core support for United Healthcare Globals traveling members in need. No work day will be the same as you will be responsible for coordinating various medical and travel assistance for our customers. You will also work closely with our in - house Clinical team, research, and claims staff to provide superior customer support. You will provide superior assistance to customers with travel emergencies, including: medical assistance, trip interruption, liability, 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.

This Emergency Response Operations 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. Our office is located at 10175 Little Patuxent, Columbia, Maryland 21044.

Primary Responsibilities:
  • Own challenging problems through to resolution on behalf of the member, escalating when necessary
  • Partner with in-house Clinical Team to manage medical emergencies around the world
  • Coordinate international commercial and non - commercial travel arrangements, coordination of care and billing arrangements for travelers experiencing a medical emergency abroad
  • Serve as a point of contact for members, end users, clients, service providers and colleagues to ensure all calls are answered promptly, appropriately and courteously
  • Coordinate actions with Travel Agents, Provider Resource Management, Claims, and other internal functional areas involved in a case to ensure the best customer outcome.
  • Ability to follow processes and procedures and adapt techniques to meet more complex issues
  • Be able to clearly articulate the assistance product that UHCG provides
  • Communicate case status with stakeholders including: Senior leaders, clients, patients, and family members by telephone, email, teleconference, etc.
  • Manage an allocated load of cases within the working hours and ensure that it is communicated  appropriately and efficiently in the transmission during case hand off
  • 100% Customer Service Focused and Quality delivery is required in this role
  • Able to work in a fast paced, flexible environment
  • Strong attention to detail

  • High School Diploma / GED (or higher) or equivalent work experience.
  • 1+ years of customer service experience OR experience in a medical office, health care, call-center or office setting analyzing and solving customer problems
  • Familiarity with computer and Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications
Preferred Qualifications
  • Prior health care experience
  • Knowledge of billing / finance and eligibility processes, practices and concepts
Soft Skills:
  • Demonstrated ability to listen skillfully, collect relevant information, build rapport and respond to customers in a compassionate manner
  • Proficient in translating health care-related jargon and complex processes into simple, step-by-step instructions customers can understand and act upon
  • Proficient conflict management skills including the ability to resolve stressful situations

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 wherever 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: Columbia, MD, Tampa, FL, healthcare, phones, emergency medical, travel arrangements, case work

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