SNI Family Advisor

UnitedHealth Group - Minnetonka, MN3.6

Full-timeEstimated: $34,000 - $46,000 a year
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.SM

We dedicate an elite team of Advisors to serve our United Healthcare Families of Children with Special Needs because we recognize that the health care system needs to be tailored to work for every individual and family to best serve their specific needs. When you join us as an Advisor, you’ll have the opportunity to deliver an extraordinary experience to families who need an ally; someone in their corner that is empowered to fast track resolving issues and serves as an ongoing resource to provide guidance and community resources during key transition times in each family’s journey. Some issues you will help families resolve include complex benefit, claims and billing issues, prior authorizations, appeals and more.

You will serve these families directly, and you will also have the opportunity to help shape what this elite team does and will evolve to do in order to truly deliver an exceptional experience to these families.

This position is full - time (40 hours / week) Monday - Friday. Employees are required to have flexibility to work any of our 8-10 hour shift schedules during our normal business hours of 7:00am – 7:00pm within a call center setting. It may be necessary, given the business need to meet our consumers when they are available, to work occasional overtime or weekends. Our office is located at 12700 Whitewater Drive, Minnetonka, MN.

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.

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 self - sufficient

Provide resources and guidance to help members navigate key transition times in their dependents’ life, when benefits and resources typically change

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

To succeed as a Special Needs Service Advocate, 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

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)
1+ years of experience helping, resolving or advocating on behalf of consumers or customers
Experience using a computer and Microsoft Office including Microsoft Word (create correspondence and work within templates), Microsoft Excel (ability to sort, filter, and create simple spreadsheets), and Microsoft Outlook (email and calendar management)

Preferred Qualifications:
Bachelor's degree (or higher) in related field
Experience providing care for children with special needs
Claims processing experience
Experience within a consumer - focused healthcare environment
Experience within a service delivery capacity (examples include, but are not limited to: social services, caregivers, hospitality, social work, sales, non - profit agencies)
Multi-lingual candidates (e.g. English / 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 wherever 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

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

Key words: SNI; Advisor; Special Needs; UHC; Customer service