Consumer Consultant - Remote

Company: UnitedHealth Group
Location: Las Vegas
Posted on: March 19, 2023

Job Description:

UnitedHealthcare is a company that's on the rise. We're expanding in multiple directions, across borders and, most of all, in the way we think. Here, innovation isn't about another gadget, it's about transforming the health care industry. Ready to make a difference? Make yourself at home with us and start doing your life's best work.(sm)
Outreach to identified consumers, take time to understand what the consumer may need from United Healthcare, work across the organization to remove barriers, help educate and alleviate the burden for the consumer. Identify trends across this membership and work collaboratively to communicate findings for resolution.
Positions in this function maintain and enhance relationships to resolve complex member issues. Respond to inquiries and requests by executives, DOI, complaints and requests for assistance. Perform outreach to consumers in distress, take time to understand what the consumer may need from United Healthcare, work across the organization to remove barriers, help educate and alleviate the burden for the consumer. Identify trends across this membership and work collaboratively to communicate findings for resolution.
This role will serve as the sole point of contact for members with escalated issues via inbound/outbound contact and direct partnership with business partners to resolve issue quickly and accurately. Without these roles, we will lack support required to solve issues as quickly as our members expect in a consistent/efficient manner.
Youll enjoy the flexibility to work remotely * from anywhere within the U.S. as you take on some tough challenges.
Primary Responsibilities:
Create a better consumer experience through defined and improved issue accountability
Create common understanding - why its important and how it works
Identify and resolve operational problems using defined processes, expertise, and judgment
Serves as a resource to others
Document work performed in accordance with established procedures
Build Credibility and Trust with consumers
Ability to adapt in a dynamic and high-growth environment
Generally, work is self-directed and not prescribed
Works with less structured, more complex issues
Assist in identifying issue trends and communicating those findings with management
Demonstrate outstanding service to identify the source of the callers issue and work to resolve the inquires in a timely and professional manner
Make outbound calls to consumers, resolving more complex customer issues
Help guide and educate consumers about the fundamentals and benefits of consumer-driven health care topics such as selecting the best benefit plan options, maximizing the value of their health plan benefits and choosing a quality care provider
Assist customers in navigating the online member center and other websites while encouraging and reassuring them to becoming self-sufficient with our tools
Partner with Business Partners to resolve consumer issues / distress
Conduct root cause analysis by identifying potential compliance, process or systemic breakdowns; communicate findings to management; and ensure appropriate actions are being taken for process improvement

Job Scope and Guidelines:
Demonstrate outstanding service to identify the source of the callers issue and work to resolve the inquires in a timely and professional manner
Make outbound calls to consumers, resolving more complex customer issues
Demonstrate the ability to independent thinking and decision making
Seeks support and guidance when dealing with possible challenges to primary tasks which derail focus and energy
Help guide and educate consumers about the fundamentals and benefits of consumer-driven health care topics such as selecting the best benefit plan options, maximizing the value of their health plan benefits and choosing a quality care provider
Assist customers in navigating the online member center and other websites while encouraging and reassuring them to becomingself-sufficient with our tools
Establish a good working relationship with business partners that focuses on resolving consumer issues timely and accurately. Business Partner examples: Clinical, Appeals and Grievances, Claims etc.
Conduct root cause analysis by identifying potential compliance, process or systemic breakdowns; communicate findings to management; and ensure appropriate actions are being taken for process improvement
Assist in identifying issue trends and communicating those findings with management
Ability to connect and work in collaboration with all membership across all Lines of Business
Create a better consumer experience through defined and improved issue accountability
Create common understanding - why its important and how it works
Identify and resolve operational problems using defined processes, expertise, and judgment
Build Credibility and Trust with consumers
Document work performed in accordance with established procedures

Youll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.
Required Qualifications:
2+ years of experience working in health care, managed care and/or health insurance
2+ years of experience working in a customer service and/or compliant handling
Demonstrated understanding of applicable products and associated plan requirements
Solid working knowledge of the UnitedHealthcare business structure Solid data analysis and interpretation skills; ability to focus on key metrics
Proficiency with MS Office (Excel, Word, PowerPoint and SharePoint)

Preferred Qualifications:
Post-graduate degree or equivalent work experience
Ability to form alliances with supporting organizations and work in a matrixed environment
Adeptness in learning new computer programs; the ability to type and talk at the same time and toggle between multiple screens
Ability to multi-task including the ability to understand multiple products and multiple levels of benefits within each product

Careers with UnitedHealth Group. Discover rewarding opportunities as we help people live healthier lives and help make the health system work better for everyone. Join a team of people who are talented, compassionate and driven. We will support you with the global outreach, resources and inclusive culture were proud to foster as a Fortune 5 company. We encourage you to grow as we offer a world of rewards and benefits for performance.
*All employees working remotely will be required to adhere to UnitedHealth Groups Telecommuter Policy
California, Colorado, Connecticut, Nevada, New York, Rhode Island, or Washington Residents Only: The salary range for California, Colorado, Connecticut, Nevada, New York, Rhode Island or Washington residents is $56,300 to $110,400. Pay is based on several factors including but not limited to education, work experience, certifications, etc. In addition to your salary, UnitedHealth Group offers benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with UnitedHealth Group, youll find a far-reaching choice of benefits and incentives.
At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyoneof every race, gender, sexuality, age, location and incomedeserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes an enterprise priority reflected in our mission.

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: UnitedHealth Group, Las Vegas , Consumer Consultant - Remote, Professions , Las Vegas, Nevada