Bilingual English and Gulf Arabic Khaleeji Global Care Consultant

UnitedHealth Group • Dallas, TX

317d • $19 - $38 • Remote

About The Position

Imagine being able to get answers to your health plan questions from someone who speaks the same language as you do. At UnitedHealth Group, we want our customers to get those answers by speaking to one of our Bilingual Representatives. If you're fluent in English and Gulf Arabic (Khaleeji), we can show you how to put all of your skills, your passions and your energy to work in a fast-growing environment. UnitedHealthcare Global is a leading provider of medical, security, and travel assistance programs for international businesses and leisure travelers and those seeking medical care outside their home country, including expatriates, students, and others traveling away from home. Our fast-paced, high-energy, and multi-lingual team of Global Care Consultants work around the clock to deliver assistance during medical emergencies and situations to members traveling around the world. Welcome to one of the toughest and most fulfilling ways to help people, including yourself. Join us to start Caring. Connecting. Growing together. The Global Care Consultant is the core support for UnitedHealthcare Global's traveling members in need. No workday will be the same as you will be responsible for coordinating various medical and travel assistance for and with our partners, customers, and service providers. You will also work closely with our in-house Clinical team, Healthcare Intelligence, and Claims staff to provide superior customer support. You will provide assistance to customers with travel emergencies, including: medical assistance, appointment arrangements, medical referrals, billing arrangements, travel assistance, arrangement of medical evacuations and 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 position is full time. 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 occasional overtime, weekends, and holidays on a rotating basis. We are looking for people who enjoy learning and are critical thinkers.

Requirements

• High School Diploma / GED OR equivalent work experience
• Must be 18 years of age OR older
• 2+ years of customer experience with analyzing and solving customer problems
• Bilingual fluency in English and Gulf Arabic (Khaleeji) with the ability to speak
• Availability to work any given shift in a 24 hours / 7 days department including the flexibility to work occasional overtime, every other weekend, and rotating holidays based on business need

Nice To Haves

• 3+ years of healthcare experience with a focus in global environment, world/geographic understanding, and empathizing with challenges while traveling
• Call center and/or medical assistance experience
• Experience with computer and Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications

Responsibilities

• Serve as a team member in the 24/7 Emergency Response and Assistance Center
• Answer a high volume of calls according to client and member specific service requirements
• First point of contact to coordinate medical assistance services for travelers experiencing a medical emergency abroad or requiring medical treatment
• Manage all aspects of a domestic or 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, Healthcare Intelligence, 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 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
• Strong attention to detail
• Other duties/projects as assigned

Benefits

• $1000 Sign-On Bonus for External Candidates
• Comprehensive benefits package
• Incentive and recognition programs
• Equity stock purchase
• 401k contribution

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Insurance Carriers and Related Activities
• Education Level: High school or GED