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Job: Global Support Emergency Specialist - Towson, MD

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Position Description

Position Description:
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Welcome to one of the toughest and most fulfilling ways to help people, including yourself. We offer the latest tools, most intensive training program in the industry and nearly limitless opportunities for advancement. Join us and start doing your life's best work.
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 Specialist 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 Support Emergency Specialist is the core support for United Healthcare Global 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 partners, customers, and service providers. 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 9009 Corporate Lake Dr., Westlake Corporate Center II, Tampa, Florida 33634.

Primary Responsibilities:
  • Serve as a team member in the 24 / 7 Emergency Response Operations Center
  • Answers a high volume of calls according to client-specific service requirements
  • First point of contact to coordinate international commercial and non-commercial travel arrangements, coordination of care and billing arrangements for travelers experiencing a medical emergency abroad
  • Manage all aspects of an international assistance case from opening to close
  • Serve as the first point of contact for members, end users, clients, service providers and colleagues to ensure all calls are answered promptly, appropriately and courteously
  • Answer inbound telephone or email inquiries and assistance requests and ensure continuity of service delivery by answering all requests for assistance in a timely and professional manner
  • Coordinate actions with in-house Clinical Team, Travel Agents, Provider Resource Management, Claims, and other internal functional areas involved in a case
  • Coordinate cases in an efficient and cost-effective manner in accordance with company policies and procedures
  • Demonstrate an understanding of all key clients’ Operations and Billings Procedure and able to apply in live case management
  • Developing a knowledge base and degree of assurance in order to explain necessary information clearly and ensure that the customer fully understands the assistance UHCG provides
  • Ensure that sufficient logistic arrangements are made in timely and appropriate manner to meet the needs of members and clients
  • Communicate case status with stakeholders including: Senior leaders, clients, patients, and family members by telephone, email, teleconference, etc.
  • Take ownership and manage cases with a view to moving them forward in the best interests of the member and client
  • 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
  • Special projects as needed
Required Qualifications:
  • High School Diploma / GED (or higher) or 5+ years of equivalent work experience in a high - volume call and / or contact center environment
  • Ability to work any shift within the scheduled hours of 3:00 PM -11:30 PM EST and 11:00 PM - 7:30 AM EST Monday - Sunday
  • 2+ years of experience in a high - volume customer service industry position analyzing and resolving customer concerns from basic to complex in nature
  • Intermediate proficiency with basic technology programs including Microsoft Word (create and edit documents) and Microsoft Excel (create and edit spreadsheets)
  • Can work in a 24 x 7 environment
  • A separate and quiet home office work space with the ability to gain access to a high-speed internet connection
  • During training, you will work day shifts during standard business hours Monday-Friday. After training, you will work remotely. This may change and you could be required to work in the office at some point in time
Preferred Qualifications:
  • Bachelor's Degree (or higher) in Communications, World Studies, or similar discipline
  • Bilingual in any foreign language
  • Experience living overseas for an extended period
  • Experience in assistance company call centers
Soft Skills:
  • Ability to remain composed, focused and demonstrate compassion during stressful situations
  • Strong multi-tasking ability
  • Ability to work in a high-stress, high complexity environment equivalent to an Emergency Room setting
Physical Requirements and Work Environment:
  • Extended periods of sitting at a computer and use of hands / fingers across keyboard or mouse
  • Office environment
  • Multi computer monitor use
Careers at UnitedHealthcare Employer & Individual. We all want to make a difference with the work we do. Sometimes we're presented with an opportunity to make a difference on a scale we couldn't imagine. Here, you get that opportunity every day. As a member of one of our elite teams, you'll provide the ideas and solutions that help nearly 25 million customers live healthier lives. You'll help write the next chapter in the history of health care. And you'll find a wealth of open doors and career paths that will take you as far as you want to go. Go further. This is your life's best work.SM


Diversity 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.


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