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Consumer and Employment Advocate – Massachusetts, Rhode Island, New Hampshire

June 3, 2026

At UnitedHealthcare, we’re simplifying the health care experience, creating healthier communities and removing barriers to quality care. The work you do here impacts the lives of millions of people for the better. Come build the health care system of tomorrow, making it more responsive, affordable and equitable. Ready to make a difference? Join us to start Caring. Connecting. Growing together.This is an opportunity to advocate for individuals in the position of Consumer & Employment Advocate which is both an internal and external facing role. As Consumer Advocate, this position will ensure resolution of complex member issues (including the investigation, resolution, and communication of findings regarding escalated state cases and My Ombudsman referrals). As Employment Advocate, this position will support One Care members in seeking employment and educational opportunities.As a part of the Advocacy team, you will work collaboratively to support efforts in eliciting and responding to member and caregiver feedback via surveys, focus groups, and/or consumer advisory meetings. As a result, you will support efforts to evaluate and analyze member satisfaction metrics/data through internal committees and workgroups and participate in developing action plans to increase member satisfaction.This position supports two products at the Massachusetts health plan:<ul style="margin-top:0in;" type="disc"><li class="MsoNormal" style="mso-list:l1 level1 lfo1;tab-stops:list .5in;">UHC One Care (HMO-DSNP) that serves individuals between the ages of 21 and 64 who have physical and intellectual disabilities</li><li class="MsoNormal" style="mso-list:l1 level1 lfo1;tab-stops:list .5in;">UHC Senior Care Options (SCO) Plan (HMO Special Needs Plan - SNP) serving dually eligible individuals in the Commonwealth of Massachusetts aged 65 or greater</li></ul>If you reside within Massachusetts, New Hampshire, or Rhode Island, <span style="-webkit-text-stroke-width:0px;display:inline !important;float:none;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;font-weight:400;letter-spacing:normal;orphans:2;text-align:start;text-decoration-color:initial;text-decoration-style:initial;text-decoration-thickness:initial;text-indent:0px;text-transform:none;white-space:normal;widows:2;word-spacing:0px;">you will enjoy the flexibility to telecommute as you take on some tough challenges. Primary Responsibilities:Consumer Advocate Primary Responsibilities:<ul style="margin-top:0in;" type="disc"><li class="MsoNormal" style="mso-list:l2 level1 lfo2;tab-stops:list .5in;">Supports resolution of complex member inquires while educating members/caregivers about their rights (i.e., grievance and appeal rights) within scope of health plan benefits</li><li class="MsoNormal" style="mso-list:l2 level1 lfo2;tab-stops:list .5in;">Analyzes, investigates, and resolves member inquiries; My Ombudsman issues requiring coordination with members, providers, sister segments and internal departments (such as clinical services, provider relations and quality) as well as state regulator. May support State Board of Hearing appeals</li><li class="MsoNormal" style="mso-list:l2 level1 lfo2;tab-stops:list .5in;">Assesses, anticipates, and interprets enrollee needs and requirements; identifies solutions to non-standard requests and problems and participates in process improvement activities as a response to feedback</li><li class="MsoNormal" style="mso-list:l2 level1 lfo2;tab-stops:list .5in;">Develop relationships and collaborate with internal and external stakeholders (e.g., clinical teams, A&G, Call center, sister segments) to identify their needs and ensure proper delivery of our services/solutions, as needed</li><li class="MsoNormal" style="mso-list:l2 level1 lfo2;tab-stops:list .5in;">Participate in efforts focused on medical, behavioral, and social determinants of health factors that improve the well-being of members and improves member satisfaction</li><li class="MsoNormal" style="mso-list:l2 level1 lfo2;tab-stops:list .5in;">Support Advocacy team member engagement activities (ex: Consumer Advisory Committee, surveys, focus groups, town halls) to elicit feedback to the health plan</li><li class="MsoNormal" style="mso-list:l2 level1 lfo2;tab-stops:list .5in;">Provide mutual coverage and support to SCO plan Consumer Advocate</li></ul>Employment/Education Advocate Primary Responsibilities:<ul style="margin-top:0in;" type="disc"><li class="MsoNormal" style="mso-list:l0 level1 lfo3;tab-stops:list .5in;">Work with members (with complex physical, intellectual disabilities, behavioral health diagnoses and/or SUD) on short-term interventions who are experiencing a variety of employment issues including needing assistance with resumes; access to job skills training programs and support them in self-advocacy goals</li><li class="MsoNormal" style="mso-list:l0 level1 lfo3;tab-stops:list .5in;">Provide members with resources, interventions, and support in the community to find, preserve, maintain employment and address volunteerism and educational needs</li><li class="MsoNormal" style="mso-list:l0 level1 lfo3;tab-stops:list .5in;">Provide leadership, guidance and expertise as consultant to plan staff clinical teams (which provide intensive care coordination and clinical care management for members with complex medical and behavioral health needs) regarding topics including searching for employment; disability rights laws; reasonable accommodation; right to self-determination, etc.</li><li class="MsoNormal" style="mso-list:l0 level1 lfo3;tab-stops:list .5in;">Build, strengthen, and foster strategic connections (including referral pathways) with key community partners throughout the region with a focus on those that work with, employ, or connect low-income individuals and individuals with disabilities with employment and educational opportunities</li><li class="MsoNormal" style="mso-list:l0 level1 lfo3;tab-stops:list .5in;">Recommend and work with clinical teams to refer members to other community supports (e.g. childcare, educational, mental health, substance abuse, domestic violence, legal and family services) that may support the member’s goals</li></ul>Overall Responsibilities:<ul style="margin-top:0in;" type="disc"><li class="MsoNormal" style="mso-list:l3 level1 lfo4;tab-stops:list .5in;">Maintain responsive and respectful communication with staff, members, families, and community partners</li><li class="MsoNormal" style="mso-list:l3 level1 lfo4;tab-stops:list .5in;">Use basic counseling skills of active listening, empathy, reflection, and validation. Acts as an advocate to help members identify and pursue their identified goals</li><li class="MsoNormal" style="mso-list:l3 level1 lfo4;tab-stops:list .5in;">Use recovery-oriented, person-centered, culturally competent, and strengths-based approaches to help members identify options</li><li class="MsoNormal" style="mso-list:l3 level1 lfo4;tab-stops:list .5in;">Document work within electronic member record</li></ul>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:<ul style="margin-top:0in;" type="disc"><li class="MsoNormal" style="mso-list:l1 level1 lfo1;tab-stops:list .5in;">2+ years of experience working with individuals with BH/SUD diagnoses</li><li class="MsoNormal" style="mso-list:l1 level1 lfo1;tab-stops:list .5in;">1+ years of experience working with Medicaid programs</li><li class="MsoNormal" style="mso-list:l1 level1 lfo1;tab-stops:list .5in;">Intermediate level of proficiency in Microsoft Office (Word, Excel, PowerPoint)</li><li class="MsoNormal" style="mso-list:l1 level1 lfo1;tab-stops:list .5in;">Willingness and ability to travel up to 10%25 within Massachusetts (for member engagement activities)</li></ul>Preferred Qualifications:<ul style="margin-top:0in;" type="disc"><li class="MsoNormal" style="mso-list:l0 level1 lfo2;tab-stops:list .5in;">Professionally licensed clinician (i.e. LSW, LCSW, LICSW, LMHC) in MA</li><li class="MsoNormal" style="mso-list:l0 level1 lfo2;tab-stops:list .5in;">Bilingual</li><li class="MsoNormal" style="mso-list:l0 level1 lfo2;tab-stops:list .5in;">Experience working with Massachusetts Medicaid/Medicare programs</li><li class="MsoNormal" style="mso-list:l0 level1 lfo2;tab-stops:list .5in;">Proven track record of building and maintaining community-based relationships</li><li class="MsoNormal" style="mso-list:l0 level1 lfo2;tab-stops:list .5in;">Commitment to diversity, equity and inclusion</li><li class="MsoNormal" style="mso-list:l0 level1 lfo2;tab-stops:list .5in;">Presentation skills and ability to speak in front of diverse audiences (leadership, external entities, members, and providers) as well as facilitate a meeting</li></ul><p style="-webkit-text-stroke-width:0px;background-color:rgb(255, 255, 255);color:rgb(0, 0, 0);font-family:Tahoma;font-size:13.02px;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;font-weight:400;letter-spacing:normal;margin:0px 0px 12px;orphans:2;text-align:start;text-decoration-color:initial;text-decoration-style:initial;text-decoration-thickness:initial;text-indent:0px;text-transform:none;white-space:normal;widows:2;word-spacing:0px;">*All Telecommuters will be required to adhere to UnitedHealth Group’s Telecommuter Policy.<p style="-webkit-text-stroke-width:0px;background-color:rgb(255, 255, 255);color:rgb(0, 0, 0);font-family:Tahoma;font-size:13.02px;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;font-weight:400;letter-spacing:normal;margin:0px 0px 12px;orphans:2;text-align:start;text-decoration-color:initial;text-decoration-style:initial;text-decoration-thickness:initial;text-indent:0px;text-transform:none;white-space:normal;widows:2;word-spacing:0px;"> <p style="-webkit-text-stroke-width:0px;background-color:rgb(255, 255, 255);color:rgb(0, 0, 0);font-family:Tahoma;font-size:13.02px;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;font-weight:400;letter-spacing:normal;margin:0px 0px 12px;orphans:2;text-align:start;text-decoration-color:initial;text-decoration-style:initial;text-decoration-thickness:initial;text-indent:0px;text-transform:none;white-space:normal;widows:2;word-spacing:0px;"><span class="TextRun SCXO18580789 BCX0 NormalTextRun" style="-webkit-tap-highlight-color:transparent;-webkit-text-stroke-width:0px;-webkit-user-drag:none;font-style:normal;font-variant-caps:normal;font-variant-ligatures:none !important;font-weight:400;letter-spacing:normal;line-height:20.7px;margin:0px;orphans:2;padding:0px;text-align:left;text-decoration-color:initial;text-decoration-style:initial;text-decoration-thickness:initial;text-indent:0px;text-transform:none;user-select:text;white-space:normal;widows:2;word-spacing:0px;" data-contrast="auto" xml:lang="EN-US" lang="EN-US">Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with us, you’ll find a far-reaching choice of benefits and incentives. The salary for this role will range from $72,800 to $130,000 annually based on full-time employment. We comply with all minimum wage laws as applicable.<span class="EOP SCXO18580789 BCX0" style="-webkit-tap-highlight-color:transparent;-webkit-text-stroke-width:0px;-webkit-user-drag:none;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;font-weight:400;letter-spacing:normal;line-height:20.7px;margin:0px;orphans:2;padding:0px;text-align:left;text-decoration-color:initial;text-decoration-style:initial;text-decoration-thickness:initial;text-indent:0px;text-transform:none;user-select:text;white-space:normal;widows:2;word-spacing:0px;"> <span class="EOP BCX0 SCXO72529700" style="-webkit-tap-highlight-color:transparent;-webkit-text-stroke-width:0px;-webkit-user-drag:none;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;font-weight:400;letter-spacing:normal;line-height:20.7px;margin:0px;orphans:2;padding:0px;text-align:left;text-decoration-color:initial;text-decoration-style:initial;text-decoration-thickness:initial;text-indent:0px;text-transform:none;user-select:text;white-space:normal;widows:2;word-spacing:0px;"> <p style="-webkit-text-stroke-width:0px;background-color:rgb(255, 255, 255);color:rgb(0, 0, 0);font-family:Tahoma;font-size:13.02px;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;font-weight:400;letter-spacing:normal;margin:0px 0px 12px;orphans:2;text-align:start;text-decoration-color:initial;text-decoration-style:initial;text-decoration-thickness:initial;text-indent:0px;text-transform:none;white-space:normal;widows:2;word-spacing:0px;"> <p style="-webkit-text-stroke-width:0px;background-color:rgb(255, 255, 255);color:rgb(0, 0, 0);font-family:Tahoma;font-size:13.02px;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;font-weight:400;letter-spacing:normal;margin:0px 0px 12px;orphans:2;text-align:center;text-decoration-color:initial;text-decoration-style:initial;text-decoration-thickness:initial;text-indent:0px;text-transform:none;white-space:normal;widows:2;word-spacing:0px;">At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone–of every race, gender, sexuality, age, location, and income–deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups, and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes — an enterprise priority reflected in our mission.<p style="-webkit-text-stroke-width:0px;background-color:rgb(255, 255, 255);color:rgb(0, 0, 0);font-family:Tahoma;font-size:13.02px;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;font-weight:400;letter-spacing:normal;margin:0px 0px 12px;orphans:2;text-align:center;text-decoration-color:initial;text-decoration-style:initial;text-decoration-thickness:initial;text-indent:0px;text-transform:none;white-space:normal;widows:2;word-spacing:0px;"> <p style="-webkit-text-stroke-width:0px;background-color:rgb(255, 255, 255);color:rgb(0, 0, 0);font-family:Tahoma;font-size:13.02px;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;font-weight:400;letter-spacing:normal;margin:0px 0px 12px;orphans:2;text-align:center;text-decoration-color:initial;text-decoration-style:initial;text-decoration-thickness:initial;text-indent:0px;text-transform:none;white-space:normal;widows:2;word-spacing:0px;"> <p style="-webkit-text-stroke-width:0px;background-color:rgb(255, 255, 255);color:rgb(0, 0, 0);font-family:Tahoma;font-size:13.02px;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;font-weight:400;letter-spacing:normal;margin:0px 0px 12px;orphans:2;text-align:center;text-decoration-color:initial;text-decoration-style:initial;text-decoration-thickness:initial;text-indent:0px;text-transform:none;white-space:normal;widows:2;word-spacing:0px;">UnitedHealth Group is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.<p style="-webkit-text-stroke-width:0px;background-color:rgb(255, 255, 255);color:rgb(0, 0, 0);font-family:Tahoma;font-size:13.02px;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;font-weight:400;letter-spacing:normal;margin:0px 0px 12px;orphans:2;text-align:center;text-decoration-color:initial;text-decoration-style:initial;text-decoration-thickness:initial;text-indent:0px;text-transform:none;white-space:normal;widows:2;word-spacing:0px;"> <p style="-webkit-text-stroke-width:0px;background-color:rgb(255, 255, 255);color:rgb(0, 0, 0);font-family:Tahoma;font-size:13.02px;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;font-weight:400;letter-spacing:normal;margin:0px 0px 12px;orphans:2;text-align:center;text-decoration-color:initial;text-decoration-style:initial;text-decoration-thickness:initial;text-indent:0px;text-transform:none;white-space:normal;widows:2;word-spacing:0px;">UnitedHealth Group is a drug - free workplace. Candidates are required to pass a drug test before beginning employment.<p style="-webkit-text-stroke-width:0px;background-color:rgb(255, 255, 255);color:rgb(0, 0, 0);font-family:Tahoma;font-size:13.02px;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;font-weight:400;letter-spacing:normal;margin:0px 0px 12px;orphans:2;text-align:center;text-decoration-color:initial;text-decoration-style:initial;text-decoration-thickness:initial;text-indent:0px;text-transform:none;white-space:normal;widows:2;word-spacing:0px;"> <p style="-webkit-text-stroke-width:0px;background-color:rgb(255, 255, 255);color:rgb(0, 0, 0);font-family:Tahoma;font-size:13.02px;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;font-weight:400;letter-spacing:normal;margin:0px 0px 12px;orphans:2;text-align:center;text-decoration-color:initial;text-decoration-style:initial;text-decoration-thickness:initial;text-indent:0px;text-transform:none;white-space:normal;widows:2;word-spacing:0px;"> <p style="-webkit-text-stroke-width:0px;background-color:rgb(255, 255, 255);color:rgb(0, 0, 0);font-family:Tahoma;font-size:13.02px;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;font-weight:400;letter-spacing:normal;margin:0px 0px 12px;orphans:2;text-align:start;text-decoration-color:initial;text-decoration-style:initial;text-decoration-thickness:initial;text-indent:0px;text-transform:none;white-space:normal;widows:2;word-spacing:0px;">#RPO #GREEN

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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