7 days old

Patient Advisor Senior Director - Naviguard Minnetonka, MN or Telecommute - 280454

Minnetonka, MN 55345 Work Remotely
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  • Job Code
    280454

Are you eager to make an impact on one of the most important and underserved issues in the US healthcare system? UnitedHealth Group Ventures is on a mission to protect patients from surprise bills by building a revolutionary consumer protection business. This new business will be dedicated to helping patients understand and mitigate the unexpected financial risks they face. As an employee of this new business, you can expect to be a part of a dynamic organization that is fast-paced and driven by our vision to promote healthcare affordability and accountability nationwide.

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As the Patient Advisor Senior Director, you will be supporting a new business build from the ground up for the next several years. In this role you will supervise the daily activities of the business, including direct engagement with consumers and collaboration with existing UnitedHealth Group departments, processes, and technologies. This position requires a motivated self-starter with a blend operational experience, process knowledge, and strong analytical, communication, and leadership skills.

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Primary Responsibilities:

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  • Define operational strategy and implement new workflows related to patient choice out-of-network services, such as behavioral health, chiropractic medicine and various therapies. Create, own and adjust strategies, processes and procedures as new opportunities present themselves
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  • Manage a team of advisors who will engage directly with consumers to provide support and guidance, gather appropriate information, and maintain ongoing communications with consumers until the identified issue has been resolved
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  • Research and resolve complex billing and claims issues across multiple systems, identify and complete root cause analysis, and partner with internal and external support resources to drive resolution
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  • Define and implement strategies to coach consumers on out-of-network provider interactions
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  • Effectively identify solutions and communicate next steps with relevant parties to resolve consumer issues
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  • Work closely with UHC teams to identify and resolve claims processing errors or other issues as needed
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  • Define successful consumer interactions, communications, and measurement in support of a growing business
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  • Receive and resolve any escalated consumer issues or complaints
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  • Develop operational metrics and reports needed to analyze and monitor overall and individual performance
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  • Provide one on one coaching and conduct performance reviews
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  • Recruit, hire, and train the Patient Advisor staff
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  • Perform other duties as assigned
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Basic/Minimum Qualifications:

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  • Undergraduate degree or equivalent work experience
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  • 5+ years of customer service experience OR experience in a medical office, health care, call - center or office setting analyzing and solving customer problems
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  • 2+ years of leadership and management experience
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  • Experience quickly identifying, analyzing and solving process/workflow problems
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  • Experience listen skillfully, collect relevant information, build rapport and respond to customers in a compassionate manner
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  • 3+ years of experience with Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications
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Preferred Qualifications:

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  • Experience with UnitedHealth Group departments and systems, particularly member services and claims processing
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  • Experience with behavioral health and/or patients with unique or complex needs
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  • Experience managing multiple, intersecting business unit relationships
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  • Ability to influence complicated courses of action when others are directly accountable for outcomes
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  • Experience managing a geographically distributed (remote) team
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  • Demonstrated ability to tailor know solutions to meet the needs of a rapidly changing business
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  • Experience managing multiple, intersecting business unit relationships
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  • Ability to influence complicated courses of action when others are directly accountable for outcomes
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  • Previous healthcare experience
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Posted: 2021-06-11 Expires: 2021-07-11

UnitedHealth Group is the most diversified health care company in the United States and a leader worldwide in helping people live healthier lives and helping to make the health system work better for everyone.

Sponsored by:
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Patient Advisor Senior Director - Naviguard Minnetonka, MN or Telecommute - 280454

UnitedHealth Group
Minnetonka, MN 55345

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