Unitedhealth Group Inc. Columbia , MD 21044
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This position is responsible for providing customer service and accurate completion of both international and domestic travel arrangements and special requests for our members who experienced a medical emergency or interruption with travel. Experience and knowledge of the travel industry to support United Healthcare Global Assistance Emergency Response Center (ERC).
Positions in this function are responsible for direct customer service of non-insurance related products (i.e. Ingenix products). May provide technical expertise, problem triage, instructions or general non-sales customer support.
Responsible for booking commercial travel using Sabre airline ticketing system
Respond promptly from internal clients who are requesting new travel arrangements or changes to existing itineraries for our members and provide prompt customer service
Schedules hotel, flight, and car rentals and prepare finalize itineraries
Ensure customer traveler profiles and details are accurate and maintained in our database
Communicate effectively with other agents or team members to solve problems and gather information
Provide advice on visa, passport and security requirements relating to the destination and confirm the issuing details for each reservation
Providing logistical support and coordination to ERC support specialist and our global members traveling worldwide
Ensure coordination with Airlines to obtain medical clearance for traveling members who experienced a medical emergency
Coordinate travel arrangements for medical escorts who are accompanying members in travel
Confer with client travel policies to ensure traveler compliance
Consult with GSES (Global Support Emergency Specialist) and clinicians about traveler need to determine destination, mode of transportation, appropriate travel dates, financial considerations, and accommodations required for travel.
Become familiar with client's business, policy, profiles, and specific needs to ensure cost effective travel
Make recommendations for improvement to processes, technical or otherwise, to ensure maximum quality and efficiency. Flag issues for resolution to team leader
Be very familiar with the systems, processes and workflows that need to be followed to deliver outstanding customer service and meet Global travel requirements.
Complete expense reports for travel expenses and partner with Finance teams
Comply with all ARC regulations
Participate on interdepartmental teams and in special projects and perform other duties as assigned
Undertake self-development and training to enhance skills to ensure achievement of both personal and business goals
High School Diploma / GED (or higher)
2 years of experience as a travel agent with experience booking hotel, flight, and car rentals and itineraries
2 years of experience working with the Sabre Global Distribution System on General reservation system, not specific to individual airlines
Proficient with city, airline, hotel, and car rental codes
Basic travel & geography knowledge
Proficiency with Microsoft Office including Word (document, data entry), Excel (creating and updating tracking spreadsheet), and Outlook (mail, calendar invites)
Ability to work Monday Friday, 8am 5pm with the ability to support weekends and on-call as needed
Travel Agent Certification
Experience working with international accounts
Corporate Travel experience
Experience with Call Center terminology
Strong communication and organizational skills to properly pass relevant and detailed customer data to a Global Support Emergency Specialist
Ability to manage multiple priorities simultaneously and complete tasks with minimal supervision
Excellent computer and typing skills, which includes the ability to navigate between programs quickly by using shortcut keys
Highly productive in a self-directed work environment
Careers with UnitedHealthcare. Let's talk about opportunity. Start with a Fortune 6 organization that's serving more than 85 million people already and building the industry's singular reputation for bold ideas and impeccable execution. Now, add your energy, your passion for excellence, your near-obsession with driving change for the better. Get the picture? UnitedHealthcare is serving employers and individuals, states and communities, Military families and Veterans wherever they're found across the globe. We bring them the resources of an industry leader and a commitment to improve their lives that's second to none. This is no small opportunity. It's where you can do your life's best work.
Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity / Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.
UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.
Keywords: UHG, UHC, travel coordinator, travel agent, Sabre, airline ticketing system, reservation system, booking travel, itineraries, travel agent certification