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.

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together.

This position is full time, Sunday - Saturday. Employees are required to have flexibility to work any of our 8-hour OR 10-hour shift schedules during our normal hours of 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:

• 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

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 with 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 with multitasking, working efficiently, and consistently meeting performance standards in dynamic contact center environment
• Experience with 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 with managing time and adherence to scheduled activities
• Experiencing with acquiring and maintaining the technical / professional expertise required to do the job effectively and to create positive beneficiary experiences
• Advanced keyboarding skills and computer literacy with the ability to navigate on-line resources, multiple applications as well as Microsoft Office suite
• 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
• 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 obtain favorable adjudication following submission of Defense Health Agency eQuip Form SF86
• Ability to work any of our full time, 8-hour OR 10-hour shift schedules during our normal hours of 12:00 am - 12:00 pm from Sunday - Saturday (Department works 24 hours a day, 7 days a week), including the flexibility to work occasional overtime and weekends given the business need

Preferred Qualifications:

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

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.)
• Ability to connect directly into internet - via hard wire (either directly to modem or router)

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 - $29 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.

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.

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