Bilingual English and Spanish Global Care Consultant

This position is national remote, offering the flexibility to telecommute from anywhere within the U.S.

About the Role

At UnitedHealth Group, we want our customers to get answers to their health plan questions from someone who speaks the same language. As a Bilingual Representative, you’ll coordinate medical and travel assistance for UnitedHealthcare Global's traveling members. This role supports members requiring medical care, including emergency support, appointment arrangements, medical referrals, billing, travel assistance, medical evacuations, and repatriation. You’ll work closely with internal teams like Clinical Services, Healthcare Intelligence, and Claims to provide superior customer support in a 24/7 Emergency Response and Assistance Center.

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, ensuring prompt, professional, and courteous service.
• 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, including senior leaders, clients, patients, and family members, through phone, email, and teleconferences.
• 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 to maintain continuity of service.
• Deliver exceptional customer service and uphold quality standards in all interactions.
• Maintain strong attention to detail and accuracy.
• Perform additional duties and participate in special projects as assigned.

Requirements

• High School Diploma / GED OR 3+ years of equivalent work experience in an office setting using the telephone and computer as primary tools.
• Must be 18 years of age or older.
• 2+ years of customer experience analyzing and solving customer problems in an office setting using the telephone and computer.
• Experience with Microsoft Outlook (ability to create and send professional communications using proper sentence structure and grammar).
• 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 24/7 department, including every other weekend and rotating holidays.
• Flexibility to work 4 ten-hour shifts or 5 eight-hour shifts weekly based on the shift bid process (priority given based on department and organizational seniority).

Preferred Qualifications

• 3+ years of healthcare experience with a focus on global environments, geographic understanding, and empathy for travel-related challenges.
• Call center and/or medical assistance experience.
• Experience with computer and Windows PC applications, including navigating and learning new and complex systems.

Telecommuting Requirements

• Ability to keep all company-sensitive documents secure.
• Dedicated work area separated from other living areas, ensuring information privacy.
• Must live in a location that can receive a UnitedHealth Group-approved high-speed internet connection (wired connection required: cable, DSL, or fiber with a minimum speed of 25 Mb download/5 Mb upload). Wireless services such as satellite, hotspot, or line-of-sight antenna cannot be used.

Skills

• Maintains composure and sound judgment when handling emergencies, urgent situations, and sensitive cases in a fast-paced environment.
• Thrives in a high-pressure environment while managing complex and evolving situations with professionalism and accuracy.
• Delivers high-quality, white-glove customer service.
• Takes ownership of inquiries and collaborates across departments to provide seamless service.
• Demonstrates cultural competence and global awareness, effectively overcoming cultural and language barriers.
• Communicates complex information clearly and concisely, using appropriate grammar and professionalism in verbal and written communications.
• Experience working in insurance, healthcare, or global vendor environments, including knowledge of regulations such as HIPAA and compliance requirements.
• Knowledge of international travel and ability to independently identify root causes, develop solutions, and resolve casework issues with minimal guidance.
• Handles complaints by investigating member or provider concerns and coordinating responses with appropriate teams.
• Coaches and mentors new team members to support development and facilitate knowledge transfer.

Training and Schedule

• 8 weeks of on-the-job training with hours from 8:00 AM – 4:30 PM EST.
• Shift bid process occurs once per year, with priority given based on department seniority, then organizational seniority.
• Flexible scheduling, including weekends (every other weekend on average) and holidays (rotating).

Pay

The hourly pay for this role ranges from $20 - $36 per hour based on full-time employment, depending on factors such as local labor markets, education, work experience, and certifications.

Benefits

• Comprehensive benefits package (subject to eligibility requirements).
• Incentive and recognition programs.
• Equity stock purchase and 401k contribution.