Care Coordinator

Telephonic Customer Service Representative

This position is national remote. You'll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges.

Opportunities with Logistics Health Incorporated (LHI), part of the Optum family of business. We're dedicated to simplifying the logistics of complex workforce health programs with cost-effective solutions and a seamless distribution process. With offices in La Crosse, Wis., a satellite office in Chicago and remote employees throughout the country, we have a variety of rewarding career opportunities for you. Elevate your career as you help us create a healthier tomorrow for everyone and discover the meaning behind Caring. Connecting. Growing together.

This position is full time. Employees are required to have flexibility to work any of our 8-hour or 10-hour shift, Sunday - Saturday from 12:00 am - 12:00 pm (Department works 24 hours a day, 7 days a week). It may be necessary, given the business need, to work occasional overtime and weekends.

We offer 3 weeks of paid training. The hours during training will be 8:00 am - 4:30 pm CST, Monday - Friday. Training will be conducted virtually from your home.

Primary Responsibilities:

The statements listed below are not intended to be all inclusive of the duties and responsibilities of the position. Based on leadership decisions and business needs, 'all other duties as assigned' will be expected for each position.

• Primary responsibility of providing telephonic customer service; including chat and video modalities.
• Support the continuum of care for TRICARE Beneficiaries by scheduling a variety of medical services in accordance with Registered Nurse triage dispositions, customer availability, Military Treatment Facility (MTF) capabilities and contract guidelines.
• Respond to a variety of inquiries and resolve issues with regard to TRICARE eligibility in a timely manner while maintaining sensitivity toward military culture.
• Conduct customer contacts related to beneficiary support, referral follow-up, education and TRICARE resource inquiries.
• Identify potential emergent concerns and follow contract specific protocol to connect beneficiaries to the TRICARE NAL clinical team and/or local emergency services.
• Access written scheduling instructions and apply decision making to align contract requirements to those instructions.
• Maintain constant awareness of individual contributor performance metrics and adjust performance to meet the needs of the population that we serve as well as the business.
• Apply knowledge/skills to a range of complex activities and beneficiary interactions.
• Demonstrates a great depth of knowledge/skills in own function.
• Provides a high degree of accuracy in process adherence.
• Work independently to direct customer interactions to full resolution while providing high quality service.

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:

• High School Diploma / GED OR equivalent work experience
• Must be 18 years of age OR older
• 2+ years of clearly defined customer service experience
• Experience asking appropriate questions and listen actively to identify root cause and path to resolution
• Experience with positively influencing working relationships with beneficiaries, co-workers, clinical team members and Military Treatment Facilities
• Experience multitasking, working efficiently, and consistently meeting performance standards in dynamic contact center environment
• Experience identifying and understanding issues, problems and opportunities and compare data from different sources to draw conclusions, determine appropriate course of action and provide effective one call resolution
• Experience managing time and adherence to scheduled activities
• Experiencing acquiring and maintaining the technical/professional expertise to do the job effectively and to create positive beneficiary experiences
• Ability to obtain positive adjudication of background investigation, obtain common access card and government database provisioning
• Ability to self-manage credentials and security requirements related to provisioning
• Advanced keyboarding skills and computer literacy with the ability to navigate on-line resources, multiple applications as well as Microsoft Office suite
• If you are offered this position, you will be required to provide extensive personal information to obtain and maintain a suitability or determination of eligibility for a confidential / Secret or Top Secret security clearance as a condition of your employment
• United States Citizenship
• Ability to work full time. Employees are required to have flexibility to work any of our 8-hour or 10-hour shift, Sunday - Saturday from 12:00 am - 12:00 pm (Department works 24 hours a day, 7 days a week). It may be necessary, given the business need, to work occasional overtime and weekends

Preferred Qualifications:

• National Career Readiness Certificate
• Military, TRICARE Beneficiary experience or contact center experience
• Customer Service experience within a clinical environment
• Knowledge of relevant software, applications and equipment - database and web portal proficiency

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 (UHG requires a wired internet connection: cable, DSL or fiber internet service with Minimum speed standard of 25 Mb download/10-15 Mb upload. Wireless services such as satellite, hot spot, line of sight antenna cannot be used for telecommuting.)

Soft Skills:

• Professional etiquette and interpersonal skills to support beneficiary communication, conduct outreach to TRICARE entities and create positive working relationships within the operational team
• Verbal and written communication skills with a high degree of accuracy in documentation
• Ability to interact with others in a way that promotes confidence, support and conveys the intentions of the organization and contract
• Ability to convey and receive information and ideas through a variety of media
• Ability to maintain effectiveness when experiencing frequent changes in workflow and the ability to effectively adjust to work within new work structures, processes, cultures and knowledge base

*All employees working remotely will be required to adhere to UnitedHealth Group's Telecommuter Policy

As a requirement of UnitedHealth Group's contract with the Department of Defense, this position requires U.S. citizenship and proof of favorable adjudication following submission of Department of Defense eQuip Form SF86, (the National Agency Check Legal and Credit or NACLC). Successful completion of the NACLC process is a requirement for continued employment in this role. NACLC processing will be initiated by our TRICARE Security Officer post-offer and can take 3-6 months for a final decision communication from the Department of Defense. Candidates will be allowed to begin employment with UnitedHealth Group in this role based on an interim clearance, and final results will be communicated as they are received. Failure to obtain final NACLC approval will result in termination from this role.

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 hourly pay for this role will range from $16.00 to $29.00 per hour based on full-time employment. We comply with all minimum wage laws as applicable.

Application Deadline: This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants.

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.