Global Care Consultant

This position is National Remote. You'll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges. At UnitedHealthcare , we're simplifying the health care experience, creating healthier communities and removing barriers to quality care. The work you do here impacts the lives of millions of people for the better. Come build the health care system of tomorrow, making it more responsive, affordable and optimized. Ready to make a difference? Join us to start Caring. Connecting. Growing together. The Global Care Consultant is the core support for UnitedHealthcare Global's traveling members in need. No workday will be the same as you will be responsible for coordinating various medical and travel assistance for and with our partners, customers, and service providers. You will also work closely with our in-house Clinical team, Healthcare Intelligence, and Claims staff to provide superior customer support. You will provide assistance to customers requiring medical care, including emergency support, medical assistance, appointment arrangements, medical referrals, billing arrangements, travel assistance, arrangement of medical evacuations and 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. The Emergency Response and Assistance 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. This position follows the shift bid process for scheduling. This is a 24/7 call center department. Candidates must have the flexibility to work either 4 ten hour shifts or 5 eight hour shifts weekly based on the shift bid, including weekend shifts (every other weekend on average) and holidays (rotating). Shift bid is 1 time per year and priority is given based on department seniority then organizational seniority. We offer 8 weeks of on-the-job training. The hours of training will be 8:00 am - 4:30 pm EST. Watch this video to understand the expectations of being a remote worker with UnitedHealthcare.

Serve as a member of the 24/7 Emergency Response and Assistance Center team Answer a high volume of calls in accordance with client and member service requirements Coordinate medical assistance services for travelers experiencing medical emergencies or requiring treatment Manage domestic and international assistance cases from intake through resolution Act as the primary point of contact for members, end users, clients, service providers, and colleagues, ensuring prompt, professional, and courteous service Respond to inbound telephone and email inquiries and assistance requests in a timely and professional manner Coordinate case activities with internal teams, including Clinical Services, Healthcare Intelligence, Claims, Travel, and other functional areas Manage cases efficiently and cost-effectively in accordance with company policies and procedures Apply knowledge of client-specific operational and billing procedures to case management activities Develop and maintain expertise in assistance services to clearly explain processes and ensure customer understanding Arrange and coordinate logistics to meet member and client needs in a timely and appropriate manner Communicate case updates and status information to stakeholders, including senior leaders, clients, patients, and family members, through phone, email, and teleconferences Take ownership of cases and proactively drive progress in the best interests of members and clients Manage an assigned caseload and ensure effective communication during case handoffs to maintain continuity of service Deliver exceptional customer service and uphold quality standards in all