UnitedHealthcare’s highly skilled team of Special Needs Member Advisor is dedicated to serving and managing special needs for our members and/or their family members. When you join our team a Special Needs Member Advisor, you will have the opportunity to deliver an extraordinary experience to family members who need an ally. Family Advisors are empowered to fast track resolutions and serve as an ongoing resource to provide guidance and community resources during key transition times throughout the family’s journey. Some of the issues you will help resolve include complex benefits, claim and billing issues, prior authorizations, appeals and more.
You will make an impactful and meaningful difference for many individuals and families. This is where you can bring your compassion for others while doing your life’s best work.SM
This position is full-time (40 hours/week) Monday – Friday. Employees are required to have flexibility to work any shift schedules during the normal business hours of 7:00am – 6:00pm ET working in one of our member engagement centers located in Minnetonka MN, Green Bay WI, Kingston NY, Frederick MD, or Greensboro, NC.
- Provide holistic family support to members who may have special needs themselves or may be caring for children or family members with special needs, owning end-to-end resolution of issues.
- Serve as an ongoing, point of contact for members, primarily via the phone channel (may also will use email, chat, text), delivering compassionate support to members, creating a memorable, positive experience.
- Create and build ongoing relationships with others including both members and teammates.
- Make decisions independently and solve problems creatively and completely using sound judgment and critical thinking.
- Consistently follow through on commitments and framing realistic expectations for members.
- Plan, prioritize, organize and complete work to meet established objectives for our families.
- Focus on team work and fostering strong team environment through activities including mentoring and acting as a resource for colleagues.
- Anticipate member needs and proactively seek out external and internal resources or partners where appropriate to add unexpected value for the member.
- Determine appropriate referrals to other programs/services as needed with or without technology guidance.
To succeed as a Special Needs Member Advisor, ideal candidates will possess:
- Passion for helping individuals and families of children with special needs.
- Strong empathy, compassion and listening skills.
- Aptitude to be proactive, organized, resourceful and relentless with solving issues and providing support; can think outside the box.
- Critical thinking and problem solving skills, able to prioritize time efficiently.
- Self-starter abilities and thrive in ambiguity without established processes.
- Motivation to improve process.
- Strong written and verbal communication skills with an ability to understand many different special needs conditions, the impact on the family and then tailor approaches to a variety of unique individuals.
- Ability to diffuse member distress, manage complex situations and the aptitude to translate complex benefit terminology and processes into common language members can understand and act upon.
- Ability to work well within a team.
- Strong focus on putting member’s needs at the center of decisions
- Agility and flexibility in order to excel in a very fast-paced work environment with constant learning and change.
You’ll 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.
- High School Diploma / GED (or higher)
- Minimum of 1+ years of experience helping, resolving or advocating on behalf of members or customers
- Experience using a computer and Microsoft Word (create correspondence and work within templates)
- Ability to work 40 hours per week, Monday through Friday, 8-10 hour shifts based on business needs during our normal business hours of 7:00am – 6:00pm ET within our Family Engagement Center
- Bachelor degree in related field
- Experience providing care for children with special needs
- Claims processing experience
- Experience within a member focused healthcare environment
- Experience within a service delivery capacity (examples include, but are not limited to: social services, caregivers, hospitality, social work, sales, non-profit agencies)
- Microsoft Excel (ability to sort, filter, and create simple spreadsheets), and Microsoft Outlook (email and calendar management)