Healthcare Advocate
Company: UnitedHealthcare
Location: Groton
Posted on: May 3, 2024
Job Description:
At UnitedHealthcare, we're simplifying the health care
experience, creating healthier communities, and removing barriers
to quality care. The work you do here impacts the lives of millions
of people for the better. Come build the health care system of
tomorrow, making it more responsive, affordable, and equitable.
Ready to make a difference? Join us to start Caring. Connecting.
Growing together.
Responsible for first-level response and resolution or triage of
escalated issues with external and internal customers. Responsible
for the overall delivery of benefits and services by providing
on-site support and guidance to client. Acts as outward-facing,
dedicated resource with direct client contacts for large or complex
client issues. Builds relationships with employer and serves as the
primary point of contact for day-to- day operational service
delivery. Represents client internally and coordinates with other
functions to infuse call / claim service delivery expectations,
complete projects, and address ongoing service needs.
Location: 75 Eastern Point Rd Groton, CT 06340
Schedule: Monday through Friday from 8am-5pm EST
Primary Responsibilities:
- Investigate and manage escalated claim/call/appeals issues
through root cause analysis and communicate outcome (in person,
telephonically or via written communication)
- Assist with navigating the healthcare system by providing
resources for scheduling appt. and assisting with issues related to
prolong periods for scheduling appts
- Assist participants with completing health care issues by
facilitating interactions with customer service resources, case
management and providers
- Document and track all issues and activities accurately to
includes quantify of people assisted, whether it was in person vs.
virtual, the issue and the resolution.
- Simplify and personalize interactions with members and Electric
Boat to align with evolving service/quality expectations and single
point of contact demands. (Deliver simply great service)
- Track, trend and proactively review accounts for service
opportunities
- Drive process improvement based on trend analysis
- Identify and report system problems in relation with benefit
installation and interpretation
- Complete ad hoc report requests and analysis
- Complete and deliver Performance Guarantee reporting related to
calls and claims
- Drive excellence in service within organization and across
organization by providing feedback to Operations on service
failures
- Attend Account Management and client meetings representing call
and claims
- Lead service remediation efforts and a final report back on
these efforts
- Develop and deliver customer specific (benefit, claim, and
cultural) training to internal call and claim teams
- Lead process improvement special projects and work teams for
dedicated client and potential global impact
- Support Open Enrollment (i.e. updating open enrollment
database, training call teams, benefit fairs, vendor summits
etc.)
- Work with Unions as needed related to benefit issues and
activities
- Occasional travel required 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.
Required Qualifications:
- High School Diploma/GED or higher
- 5 + years of customer service experience OR 3+ years of
customer management experience
- 3+ years of experience in healthcare benefits and/or
claims
- Ability to work in office at 75 Eastern Point Rd Groton, CT
06340 Monday through Friday from 8am-5pm EST
- Ability to travel up to 55 miles apart up to 25% of the
time
- Intermediate level of proficiency with Microsoft Office
Preferred Qualifications:
- Experience working with UNET
- Experience working onsite with a client
- Experience working with unions
- Experience working with healthcare providers
- Familiarity with manufacturing environments Soft Skills:
- Superior customer service skills
- Leadership skills
- Strong verbal and written communication skills
- Problem - solving skills Connecticut Residents Only: The salary
range for Connecticut residents is $70,200 to $137,800 per year .
Pay is based on several factors including but not limited to local
labor markets, education, work experience, certifications, etc.
UnitedHealth Group complies with all minimum wage laws as
applicable . In addition to your salary, UnitedHealth Group offers
benefits such as, a comprehensive benefits package, incentive and
recognition programs, equity stock purchase and 401k contribution
(all benefits are subject to eligibility requirements). No matter
where or when you begin a career with UnitedHealth Group, you'll
find a far-reaching choice of benefits and incentives.
At UnitedHealth Group, our mission is to help people live healthier
lives and make the health system work better for everyone. We
believe everyone-of every race, gender, sexuality, age, location
and income-deserves the opportunity to live their healthiest life.
Today, however, there are still far too many barriers to good
health which are disproportionately experienced by people of color,
historically marginalized groups and those with lower incomes. We
are committed to mitigating our impact on the environment and
enabling and delivering equitable care that addresses health
disparities and improves health outcomes - an enterprise priority
reflected in our mission.
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.
Keywords: UnitedHealthcare, New England , Healthcare Advocate, Healthcare , Groton, Northeast
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