Experienced Healthcare Customer Advisor - Special Needs Advocate: Delivering Compassionate Support and Exceptional Service

Are you passionate about making a difference in the lives of individuals and families with special needs? Do you possess a strong empathetic ear, a proactive approach, and a relentless drive to resolve complex issues? If so, we invite you to join careerzynith's team of dedicated Healthcare Customer Advisors as a Special Needs Advocate. In this rewarding role, you will have the opportunity to deliver extraordinary experiences to families who need an ally, while working in a fast-paced, dynamic environment that values innovation, teamwork, and professional growth.

• *About careerzynith**

careerzynith is a leading healthcare organization committed to simplifying the healthcare experience, creating healthier communities, and removing barriers to quality care. Our mission is to help people live healthier lives and make the health system work better for everyone. We believe that everyone deserves the opportunity to live their healthiest life, regardless of their background, income, or circumstances. At careerzynith, we are dedicated to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes.

• *The Role**

As a Special Needs Advocate, you will be part of a highly skilled team of Care Advisors who are dedicated to serving and managing special needs for our members and/or their family members. You will have the opportunity to deliver compassionate support, create and build ongoing relationships with members and teammates, and make decisions independently to solve problems creatively and completely. Your primary responsibilities will include:

• Providing holistic family support to members who may have special needs themselves or may be caring for children or family members with special needs, owning end-to-end resolution of issues.
• Serving as an ongoing, point of contact for members, primarily via the phone channel (may also use email, chat, text), delivering compassionate support to members, creating a memorable, positive experience.
• Creating and building ongoing relationships with others, including both members and teammates.
• Making decisions independently and solving problems creatively and completely using sound judgment and critical thinking.
• Consistently following through on commitments and framing realistic expectations for members.
• Planning, prioritizing, organizing, and completing work to meet established objectives for our families.
• Managing project time to ensure follow-up and outreach work is completed in a timely manner.
• Families served include a range of low, moderate, and high needs as determined by clinical needs, financial impacts, and/or level of escalation.
• Processing includes outreach calls to initiate contact with members referred by executives and partners.
• Maintaining accurate family counts on our documentation platform.
• Focusing on teamwork and fostering a strong team environment through activities including mentoring and acting as a resource for colleagues.
• Anticipating member needs and proactively seeking out external and internal resources or partners where appropriate to add unexpected value for the member.
• Determining appropriate referrals to other programs/services as needed with or without technology guidance.
• Providing high-quality member experience as reflected in post-contact surveys and member feedback.

• *Ideal Candidate**

To succeed as a Special Needs Service Advocate, ideal candidates will possess:

• Passion for helping individuals and families of children with special needs.
• Strong empathy, compassion, and listening skills.
• Aptitude to be proactive, organized, resourceful, and relentless with solving issues and providing support; can think outside the box.
• Critical thinking and problem-solving skills, able to prioritize time efficiently.
• Self-starter abilities and thrive in ambiguity without established processes.
• Motivation to improve process.
• Strong written and verbal communication skills with an ability to understand many different special needs conditions, the impact on the family, and then tailor approaches to a variety of unique individuals.
• Ability to diffuse member distress, manage complex situations, and the aptitude to translate complex benefit terminology and processes into common language members can understand and act upon.
• Ability to work well within a team.
• Strong focus on putting member's needs at the center of decisions.
• A drive to add value by delivering more than the customers expect.
• Agility and flexibility to excel in a very fast-paced work environment with constant learning and change.
• Ability to step in with new members, quickly review history, and confidently speak to member needs.
• Energy for what needs to be done and for overcoming challenges.
• A coachable mindset focused on professional development and able to implement constructive feedback and coaching.
• Highly skilled at de-escalation techniques; able to move conversations toward building trust.
• High emotional intelligence: able to separate self from complaints/escalated members and focus on delivering thoughtful, compassionate care and resolving issues.

• *Required Qualifications**

• High School Diploma / GED OR equivalent work experience
• 1 year of experience helping, resolving, or advocating on behalf of members or customers
• Experience using a computer and Microsoft Office, including Microsoft Word (create correspondence and work within templates), Microsoft Excel (ability to sort, filter, and create simple spreadsheets), and Microsoft Outlook (email and calendar management)
• Ability to work 40 hours per week, Monday through Friday, from 9:45am - 6:15pm CST, within our Family Engagement Center. It may be necessary, given the business need, to work occasional overtime.
• Must be 18 years of age or older

• *Preferred Qualifications**

• 1 year of A4Me OR 3 months of Quick Assist experience
• Claims processing experience
• Experience providing care for children with special needs
• Experience within a member-focused healthcare environment
• Experience within a service delivery capacity (examples include, but are not limited to: social services, caregivers, hospitality, social work, sales, non-profit agencies)

• *Telecommuting Requirements**

• Ability to keep all company-sensitive documents secure (if applicable)
• 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.

• *Compensation and Benefits**

• Competitive salary for your time and effort
• 18 weeks of paid training
• Comprehensive benefits package, including medical, dental, and vision coverage
• Incentive and recognition programs
• Equity stock purchase
• 401(k) contribution
• Opportunities for career growth and professional development

• *Join Our Team!**

If you have the skills and passion we're looking for, please submit your application today. We are committed to creating a diverse and inclusive work environment that values innovation, teamwork, and professional growth. Join us in our mission to help people live healthier lives and make the health system work better for everyone.

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