Global Support Emergency Specialist (evening / overnight shift) - Towson, MD

Company: UnitedHealth Group ( Learn More )

General Information
US-MD-Towson
N/A
Not Specified
Full-Time
Not Specified
Not Specified
False
False
Job Description



Position
Description:





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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 Specialist 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 Support Emergency Specialist is the core support for United
Healthcare Global 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 partners, customers, and service providers. 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.





Primary Responsibilities:



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    Serve
    as a team member in the 24 / 7 Emergency Response Operations Center

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    Answers
    a high volume of calls according to client-specific service requirements

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    First
    point of contact to coordinate international commercial and non-commercial
    travel arrangements, coordination of care and billing arrangements for
    travelers experiencing a medical emergency abroad

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    Manage
    all aspects of an international assistance case from opening to close

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    Serve
    as the first point of contact for members, end users, clients, service
    providers and colleagues to ensure all calls are answered promptly,
    appropriately and courteously

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    Answer
    inbound telephone or email inquiries and assistance requests and ensure
    continuity of service delivery by answering all requests for assistance in
    a timely and professional manner

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    Coordinate
    actions with in-house Clinical Team, Travel Agents, Provider Resource
    Management, Claims, and other internal functional areas involved in a case

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    Coordinate
    cases in an efficient and cost-effective manner in accordance with company
    policies and procedures

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    Demonstrate
    an understanding of all key clients’ Operations and Billings Procedure and
    able to apply in live case management

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    Developing
    a knowledge base and degree of assurance in order to explain necessary
    information clearly and ensure that the customer fully understands the
    assistance UHCG provides

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    Ensure
    that sufficient logistic arrangements are made in timely and appropriate
    manner to meet the needs of members and clients

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    Communicate
    case status with stakeholders including: Senior leaders, clients,
    patients, and family members by telephone, email, teleconference, etc.

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    Take
    ownership and manage cases with a view to moving them forward in the best
    interests of the member and client

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    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

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    100%
    Customer Service Focused and Quality delivery is required in this role

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    Able
    to work in a fast-paced, flexible environment

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    Strong
    attention to detail

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    Special
    projects as needed



  • Please note that
    the location of the position will be moving to Columbia, MD by the end of 2018.






    Required
    Qualifications:



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    High
    School Diploma / GED (or higher) or 5+ years of equivalent work experience
    in a high - volume call and / or contact center environment

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    2+
    years of experience in a high - volume customer service industry position
    analyzing and resolving customer concerns from basic to complex in nature

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    Intermediate
    proficiency with basic technology programs including Microsoft Word
    (create and edit documents) and Microsoft Excel (create and edit
    spreadsheets)

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    Ability
    to work in a 24 x 7 environment

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    During
    training, the ability to work day shifts during standard business hours
    Monday-Friday.

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    Ability
    to work any shift within the scheduled hours of 3:00 PM -11:30 PM EST and
    11:00 PM - 7:30 AM EST Monday - Sunday



  • Preferred
    Qualifications:



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    Bachelor's
    Degree (or higher) in Communications, World Studies, or similar discipline

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    Bilingual
    in any foreign language

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    Experience
    living overseas for an extended period

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    Experience
    in assistance company call centers



  • Soft
    Skills: 



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    Ability
    to remain composed, focused and demonstrate compassion during stressful
    situations

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    Strong
    multi-tasking ability

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    Ability
    to work in a high-stress, high complexity environment equivalent to an
    Emergency Room setting



  • Physical
    Requirements and Work Environment:



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    Extended
    periods of sitting at a computer and use of hands / fingers across
    keyboard or mouse

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    Office
    environment

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    Multi
    computer monitor use



  • Careers at UnitedHealthcare Employer & Individual. We all want to make a difference with the work we do. Sometimes we're presented with an opportunity to make a difference on a scale we couldn't imagine. Here, you get that opportunity every day. As a member of one of our elite teams, you'll provide the ideas and solutions that help nearly 25 million customers live healthier lives. You'll help write the next chapter in the history of health care. And you'll find a wealth of open doors and career paths that will take you as far as you want to go. Go further. This is 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: medical claims, healthcare
    claims, claims representative, claims rep, claims processing, claims
    processor; UnitedHealth Group, UnitedHealth care, training, classes,
    logistics, international, coordinate, Towson, MD

    Job Requirements