Global Care Consultant

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

About the Role

At UnitedHealthcare, we're simplifying the health care experience, creating healthier communities, and removing barriers to quality care. As a Global Care Consultant, you will serve as the core support for UnitedHealthcare Global's traveling members in need. You will coordinate medical and travel assistance, working closely with our in-house Clinical team, Healthcare Intelligence, and Claims staff to provide superior customer support. This role operates within a 24/7 Emergency Response and Assistance Center, requiring flexibility to work weekends, holidays, and variable shifts on a rotating basis.

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.
• Thrive in a fast-paced, dynamic, and flexible environment.
• 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 environment using the telephone and computer as the primary instruments to perform job duties.
• Must be 18 years of age or older.
• 2+ years of customer experience with analyzing and solving customer problems in an office setting environment using the telephone and computer.
• Experience in a customer-facing role requiring professional written and verbal communication.
• Experience with Microsoft Office Suite (Microsoft Word, Microsoft Excel, Microsoft PowerPoint, Microsoft Copilot).
• Experience with Microsoft Outlook (ability to create and send professional communications utilizing proper sentence structure and grammar).
• Ability to work variable hours or any given shift in a 24/7 department, including every other weekend, rotating holidays, and occasional overtime.

Preferred Qualifications

• 3+ years of healthcare experience with a focus in a global environment, world/geographic understanding, and empathizing with challenges while traveling.
• Bilingual fluency in any other language, particularly Spanish.
• Call center and/or medical assistance experience.
• Experience with computer and Windows PC applications, including the ability to navigate and learn new and complex computer system applications.

Telecommuter Requirements

• Ability to keep all company-sensitive documents secure.
• Required to have a dedicated work area established that is separated from other living areas and provides information privacy.
• Must live in a location that can receive a UnitedHealth Group-approved high-speed internet connection or leverage an existing high-speed internet service (wired connection: cable, DSL, or fiber internet service with a minimum speed standard of 25 Mb download/5 Mb upload; wireless services such as satellite, hot spot, 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 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 to provide assistance.
• Communicates complex information clearly and concisely, using appropriate grammar and professionalism in both verbal and written communications.
• Brings experience working in insurance, healthcare, or global vendor environments, including knowledge of applicable regulations such as privacy, HIPAA, and compliance requirements.
• Demonstrates knowledge of international travel and independently identifies root causes, develops solutions, and resolves casework issues with minimal guidance.
• Handles complaints by investigating member or provider concerns and coordinating responses with appropriate functional areas, departments, and vendors.
• Coaches and mentors new team members to support development, facilitate knowledge transfer, and achieve team objectives.

Schedule

• This is a 24/7 call center department.
• Candidates must have the flexibility to work either 4 ten-hour shifts or 5 eight-hour shifts weekly based on the shift bid, including weekend shifts (every other weekend on average) and holidays (rotating).
• Shift bid occurs once per year, with priority given based on department seniority then organizational seniority.
• 8 weeks of on-the-job training provided, with training hours from 8:00 am - 4:30 pm EST.

Pay

The hourly pay for this role will range from $20 - $36 per hour based on full-time employment. Pay is based on several factors including but not limited to local labor markets, education, work experience, and certifications.

Benefits

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