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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 Specialists 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 Case Manager (Non-Clinical) is the core support for United Healthcare Globals 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 customers. 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. Our office is located at 10175 Little Patuxent, Columbia, Maryland 21044.
Own challenging problems through to resolution on behalf of the member, escalating when necessary
Partner with in-house Clinical Team to manage medical emergencies around the world
Coordinate international commercial and non - commercial travel arrangements, coordination of care and billing arrangements for travelers experiencing a medical emergency abroad
Serve as a point of contact for members, end users, clients, service providers and colleagues to ensure all calls are answered promptly, appropriately and courteously
Coordinate actions with Travel Agents, Provider Resource Management, Claims, and other internal functional areas involved in a case to ensure the best customer outcome.
Ability to follow processes and procedures and adapt techniques to meet more complex issues
Be able to clearly articulate the assistance product that UHCG provides
Communicate case status with stakeholders including: Senior leaders, clients, patients, and family members by telephone, email, teleconference, etc.
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
High School Diploma / GED (or higher) or equivalent work experience.
1+ years of customer service experience OR experience in a medical office, health care, call-center or office setting analyzing and solving customer problems
Familiarity with computer and Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications
Prior health care experience
Knowledge of billing / finance and eligibility processes, practices and concepts
Demonstrated ability to listen skillfully, collect relevant information, build rapport and respond to customers in a compassionate manner
Proficient in translating health care-related jargon and complex processes into simple, step-by-step instructions customers can understand and act upon
Proficient conflict management skills including the ability to resolve stressful situations
Careers with UnitedHealthcare. Let's talk about opportunity. Start with a Fortune 6 organization that's serving more than 85 million people already and building the industry's singular reputation for bold
About the company
Our mission is to help people live healthier lives and to help make the health system work better for everyone.
A Fortune 6 company, we're focused on helping people live healthier lives while making the health system work better for everyone. Here, we seek to empower people with the information, guidance and tools to make personal health choices. We work harder and we aim higher. We expect more from ourselves and each other. And, at the end of the day, we’re doing a lot of good for more than 85 million people worldwide.
Our biggest point of differentiation is our people - and the collective talent, energy, intelligence and drive our force of 188,000 individuals around the world bring to our mission every single day. So, how do we do it? With our every action, interaction and intention that demonstrates the five fundamental values that guide everything we do: