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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 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 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 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
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
UnitedHealth Group is the most diversified health care company in the United States and a leader worldwide in helping people live healthier lives and helping to make the health system work better for everyone.
We are committed to introducing innovative approaches, products and services that can improve personal health and promote healthier populations in local communities. Our core capabilities... in clinical care resources, information and technology uniquely enable us to meet the evolving needs of a changing health care environment as millions more Americans enter a structured system of health benefits and we help build a stronger, higher quality health system that is sustainable for the long term.
We serve our clients and consumers through two distinct platforms:
?UnitedHealthcare, which provides health care coverage and benefits services.
?Optum, which provides information and technology-enabled health services.