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UnitedHealthcare Globalis a leading provider of customized medical, security, and travel assistanceprograms for international businesses and leisure travelers, as well asexpatriates, students, and others traveling away from home. Our fast-paced,high-energy, and multi-lingual team of Assistance Specialist work around theclock to deliver life-determining aid during medical emergencies from any pointon the globe, as well as coordination of transportation home after accidents orillnesses.
TheGlobal Support Emergency Specialist is the core support for UnitedHealthcare Global traveling members in need. No work day will be the same asyou will be responsible for coordinating various medical and travel assistancefor our partners, customers, and service providers. You will also work closelywith our in-house Clinical team, research, and claims staff to provide superiorcustomer support. You will provide superior assistance to customers with travelemergencies, including: medical assistance, trip interruption, liability,repatriation and general customer service. You will be responsible formaintaining accurate case records, working as a part of a cohesive team, andproviding ongoing and comprehensive service to our members abroad and in theUSA.This Emergency Response Operations Center operates 24 hours a day, 7 days aweek, 365 days a year, requiring individuals willing to work flexible schedulesincluding weekends and holidays on a rotating basis. We are looking for peoplewho enjoy learning and are critical thinkers.
Serve as a team member in the 24 / 7 Emergency Response Operations Center
Answers a high volume of calls according to client-specific service requirements
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
Manage all aspects of an international assistance case from opening to close
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
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
Coordinate actions with in-house Clinical Team, Travel Agents, Provider Resource Management, Claims, and other internal functional areas involved in a case
Coordinate cases in an efficient and cost-effective manner in accordance with company policies and procedures
Demonstrate an understanding of all key clients’ Operations and Billings Procedure and able to apply in live case management
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
Ensure that sufficient logistic arrangements are made in timely and appropriate manner to meet the needs of members and clients
Communicate case status with stakeholders including: Senior leaders, clients, patients, and family members by telephone, email, teleconference, etc.
Take ownership and manage cases with a view to moving them forward in the best interests of the member and client
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
Special projects as needed
Please note thatthe location of the position will be moving to Columbia, MD by the end of 2018.
High School Diploma / GED (or higher) or 5+ years of equivalent work experience in a high - volume call and / or contact center environment
2+ years of experience in a high - volume customer service industry position analyzing and resolving customer concerns from basic to complex in nature
Intermediate proficiency with basic technology programs including Microsoft Word (create and edit documents) and Microsoft Excel (create and edit spreadsheets)
Ability to work in a 24 x 7 environment
During training, the ability to work day shifts during standard business hours Monday-Friday.
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
Bachelor's Degree (or higher) in Communications, World Studies, or similar discipline
Bilingual in any foreign language
Experience living overseas for an extended period
Experience in assistance company call centers
Ability to remain composed, focused and demonstrate compassion during stressful situations
Strong multi-tasking ability
Ability to work in a high-stress, high complexity environment equivalent to an Emergency Room setting
PhysicalRequirements and Work Environment:
Extended periods of sitting at a computer and use of hands / fingers across keyboard or mouse
Multicomputer 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.
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