[Hiring] Bilingual English and Spanish Global Care Consultant @UnitedHealth Group

Role Description

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.

Imagine being able to get answers to your health plan questions from someone who speaks the same language as you do. At UnitedHealth Group, we want our customers to get those answers by speaking to one of our Bilingual Representatives. If you're fluent in English and Spanish, we can show you how to put all of your skills, your passions, and your energy to work in a fast-growing environment.

The Global Care Consultant is the core support for UnitedHealthcare Global’s traveling members in need. You will be responsible for:

• Coordinating various medical and travel assistance for and with our partners, customers, and service providers.
• Working closely with our in-house Clinical team, Healthcare Intelligence, and Claims staff to provide superior customer support.
• Providing 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.
• Maintaining accurate case records 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. This position follows the shift bid process for scheduling.

We offer 8 weeks of on-the-job training. The hours of training will be 8:00 - 4:30 EST.

Primary Responsibilities:

• 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.
• 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.
• 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.
• Deliver exceptional customer service and uphold quality standards in all interactions.
• Thrive in a fast-paced, dynamic, and flexible environment.
• Maintain strong attention to detail and accuracy.
• Perform additional duties and participate in special projects as assigned.

Qualifications

• High School Diploma / GED OR 3+ years of equivalent work experience in an office setting environment using the telephone and computer as the primary instruments to perform job duties.
• Must be 18 years of age OR older.
• 2+ years of customer experience analyzing and solving customer problems in an office setting environment.
• Experience with Microsoft Outlook.
• Experience with Microsoft Office Suite (Microsoft PowerPoint, Microsoft Word, Microsoft Excel, Copilot).
• Experience in a customer-facing role requiring professional written and verbal communication.
• Bilingual Fluency in English and Spanish.
• Ability to work variable hours or any given shift in a 24 hours / 7 days department.

Requirements

• 3+ years of healthcare experience with a focus in global environment.
• Call center and/or medical assistance experience.
• Experience with computer and Windows PC applications.

Benefits

• Comprehensive benefits package.
• Incentive and recognition programs.
• Equity stock purchase and 401k contribution.
• Hourly pay for this role will range from $20 - $36 per hour based on full-time employment.

Application Deadline

This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected.