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Special Needs Research Advisor

Company UnitedHealth Group
Location Green Bay, WI 54311
Update 6 Day ago
Position Description:
Talk about meaningful
work. Talk about an important role. Let's talk about your next career
move. Due to our expanding business, UnitedHealth Group is seeking Special Needs Research Advisors who share our passion for helping others live healthier lives. As one of the world's leading health care companies, UnitedHealth Group is
pursuing innovative new ways to operate our service centers and improve
on our ability to deliver high-quality care. As part of our clinical
support team, you will be a key component in customer satisfaction and
have a responsibility to make every contact informative, productive and
positive for our members and providers. You'll have the opportunity to
do live outreach, educating members about program benefits and services
while also helping to manage member cases. Bring your skills and talents
to a role where you'll have the opportunity to make an impact on a huge
scale. Take this opportunity and begin doing your life's best work.

What makes your clinical career greater with UnitedHealth Group ?
You'll work within an incredible team culture; a clinical and business
collaboration that is learning and evolving every day. And, when you
contribute, you'll open doors for yourself that simply do not exist in
any other organization, anywhere.

Primary Responsibilities:
Provide holistic family support to families of children with special needs, owning end-to-end resolution of benefit issues
Serves as an ongoing, single point of contact for
members, primarily via the phone channel (may also will use email, chat,
text), delivering compassionate support to consumers, creating a
memorable, positive consumer experience. Must create and build ongoing
relationships with others (to include both consumers and teammates)
Make decisions independently and solve problems
creatively without requiring established procedures, using sound
judgment and critical thinking, while consistently following through on
commitments and framing realistic expectations for consumers
Plans, prioritizes, organizes and completes work to meet established objectives
Mentors and coaches colleagues, and acts as a resource for others
Anticipates member needs and proactively seeks out
external and internal resources where appropriate to add unexpected
value for the member. Ability to determine appropriate referrals to
other programs / services as needed without technology guidance
Proactively identifies areas of improvement for the
broader member experience and escalates the issue and proposed solution
for the benefit of the entire team
Ongoing education for conditions that fall under the special needs umbrella is required. Will be on the job and provided by UHG
Provide other services in the future yet to be defined. For example: decision support services
Contributing to the community of the team, being vocal with what you have learned.

Provide services such as:
End to end resolution of coordination of benefits,
and medical & pharmacy claims, billing/appeals / prior authorization
/ etc. issues; striving to remove the burden from the consumer
Help members with medical, behavioral and pharmacy needs as well as connect them with resources in and out of our company
Support in researching and identifying healthcare providers that meet and align with consumer needs
Educate and coach consumers on clinical, wellness and
community resources they can use to help increase their family’s
quality of life
Educate consumers on their benefit package and
quarterback interactions to additional benefit experts or resources.
Expected to do much more legwork on the member’s behalf and not transfer
Intervene with care providers (healthcare provider
offices) on behalf of the consumer to assist with appointment scheduling
or connections with internal specialists for assistance when needed
Assist consumers in navigating and other
UnitedHealth Group resources and encourage and educate them to become
Provide resources and guidance to help members
navigate key transition times in their dependents’ life, when benefits
and resources typically change

To succeed as a Special Needs Family Advisor, ideal candidates will possess:

Be passionate about helping individuals and families of children with special needs.
Strong empathy, compassion and listening skills
Aptitude to be proactive, resourceful and relentless with solving issues and providing support; can think outside the box
Have critical thinking and problem solving skills
Be a self-starter and thrives in ambiguity without established processes. Adaptable and driven to improve process.
Have strong 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.
Able to diffuse consumer distress and manage complex situations as well
as prioritize actions, excellent writing skills, and the aptitude to
translate complex benefit terminology and processes into common language
consumers can understand and act upon
Have strong organizational skills in an effort to prioritize tasks effectively and efficiently
Work well on a team
Must be willing to stay abreast of current special needs services trends for proper delivery of services
The ability to be laser-focused on putting consumers? needs at the center of decisions
Aptitude to translate complex benefit terminology and processes into common language consumers can understand and act upon
Flexibility to continuously evolve the role and try new things
Agility in order to excel in a very fast-paced work environment with constant learning and change

Required Qualifications:
High School Diploma / GED or higher
Comfortable working Monday - Friday an 8 hour shift between 7am - 7pm
1+ year of experience helping, resolving, or advocating on behalf of consumers or customers
Experience using computer and Windows PC applications
(Microsoft Excel, Word and Outlook), including: strong keyboard;
navigation skills; adeptness in learning new computer programs; the
ability to type and talk at the same time and toggle between multiple

Preferred Qualifications:
Bachelor's Degree (or higher) in a Social Science field
Experience providing care for children with special needs
Claims processing experience
Experience within a service delivery capacity
(examples include, but are not limited to: social services, caregivers,
hospitality, social work, sales, non-profit agencies)
1+ years of experience working in healthcare
Bilingual with English and Spanish
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 ideas and impeccable execution.
Now, add your energy, your passion for excellence, your near-obsession
with driving change for the better. Get the picture? UnitedHealthcare is
serving employers and individuals, states and communities, military
families and veterans where ever they're found across the globe. We
bring them the resources of an industry leader and a commitment to
improve their lives that's second to none. This is no small opportunity.
It's where you can do your life's best work.SM

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.