Program Coordinator

UnitedHealth Group

You’ll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on the tough challenges.

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

Like you, UnitedHealth Group is strong on innovation. And like you, we’ll go the distance to deliver high-quality care. As a Program Coordinator you will support assigned members travel and clinical needs, to assist in navigating their specialized health benefit. This role is expected to anticipate and help eliminate member hassles, facilitate next best actions, assist with resolution of cost and financial barriers and help ensure access to quality care and providers. This role is responsible for a range of activities associated with clinical travel operations for the Centers of Excellence and Complex Care programs. Bring your skills and talents to a role where you’ll have a chance to make an impact.

This position is full-time (40 hours/week) Monday – Friday. Employees are required to work our normal business hours of 8:00am – 5:00pm CST plus an after hours on-call rotation of 7 consecutive days every 4-5 weeks. It may be necessary, given the business need, to work occasional overtime or weekends.

*All Telecommuters will be required to adhere to UnitedHealth Group’s Telecommuter Policy.

Primary Responsibilities

• Program Coordinators will be responsible for assigned caseload and act as primary contact for members on assigned caseload
• Use multiple systems to verify eligibility prior to initial member contact and to continue to verify eligibility at all required points of program participation
• Review and process new referrals to COE programs including, but not limited to making initial contact with member within 24 hours of referral; educating member regarding program policies, procedures, and eligibility, prepare and email or mail program enrollment forms within 24 hours of receiving referral
• Conduct proactive research and interview members to identify
  • Contacts
  • Providers
  • Care givers
  • Comprehensive clinical picture, including diagnosis origin, treatment and treating physician’s information.
• Respond to and own member inquires and issues by identifying the topic and type of assistance the caller needs such as benefits, eligibility, claims, financial support, correspondence, as a potential barrier to participation in special benefits
• Provide on-going follow up and process updates to the member, carrier care manager and any other invested entities
• Document all patient, carrier, caregiver, vendor, or provider contacts including all relevant information
• Work with members and staff to resolve billing issues and claim denials
• Coordinate and manage mail and/or e-mails
• Resolve member service inquires related to:
  • Travel related issues
  • Eligibility to participate in special benefits
  • Correspondence requests
• Educate members about the fundamentals of the benefit. Be the subject matter expect for benefit parameters across multiple employer groups
• Own problems through to resolution on behalf of the member in real time or through comprehensive and timely follow-up with the member.
• Communicate with members and their care givers regarding anticipated member service needs and resolution of issues
• Identify member issues and escalate to management when unable to resolve
• Utilize approved vendors and follow each vendor requirement for use
• Employees may be asked to work independently after hours to resolve urgent issues that surface after normal business hours. This role may work outside of established procedures to ensure high level member satisfaction
• Identify gaps in process and work closely with other departments for process improvements
• Meet the performance goals established for the position in the areas of efficiency, call quality, customer satisfaction, first call resolution and attendance; including maintaining accuracy score of 98% on travel audits and 87% on new referral audits.
• Execute travel reservations including hotels, shuttles, and flights for traveling members and caregivers, and on occasion facilitate relocation for members traveling for long-term treatment.
  • Interact with and support members and caregivers in all aspects of travel
  • Address travel related inquiries
  • Review and process travel related expense activities in an accurate and timely manner
  • Document travel activities accurately for reconciliation pertaining to tax allocations

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)
• 3+ years of combined experience working in customer service, travel, healthcare or related field
• Knowledge of Microsoft Office (create and send emails, calendar management), Excel (create spreadsheets, sort/filter data, build charts/graphs), Adobe (edit and combine PDF documents)

Preferred Qualifications:

• Bachelor’s Degree (or higher) in healthcare, psychology, social work or related field
• 5+ years of experience working in customer service, travel, healthcare or related field
• Knowledge of Medical Terminology
• Ability to telecommute or reside in Central Arkansas

Telecommuting Requirements:

• Required to have a dedicated work area established that is separated from other living areas and provides information privacy
• Ability to keep all company sensitive documents secure (if applicable)
• Must live in a location that can receive a UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet service

Soft Skills:

• Demonstrate ability to quickly build rapport and respond to members in a compassionate manner
• Demonstrate the ability to listen skillfully
• Ability to use critical thinking skills to negotiate complex health scenarios
• Ability to provide necessary feedback
• Ability to work independently and manage information flow
• Strong computer skills and technical aptitude
• Demonstrate emotional resilience
• Excellent conflict management skills

APPLY HERE