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Care Coordinator

1 month ago

Minneapolis, United States UnitedHealth Group Full time

At

Optum , the mission is clear: Help people live healthier lives and help make the health system work better for everyone. LHI is one of 4 businesses under

OptumServe .

OptumServe

provides health care services and proven expertise to help federal government agencies modernize the U.S. health system and improve the health and well-being of Americans. By joining

OptumServe

you are part of the family of companies that make

UnitedHealth Group

a leader across most major segments in the U.S. health care system. LHI was founded in 1999 and acquired by

Optum

in 2011, LHI specializes in creating and managing health care programs through on-location services, patient-specific in-clinic appointments, telehealth assessments, or any combination based on customer need. LHI's customizable solutions serve the diverse needs of commercial customers, as well as federal and state agencies, including the U.S. Departments of Defense, Veterans Affairs, and Health and Human Services. There's an energy and excitement here, a shared mission to improve the lives of others as well as our own. Ready for a new path? Start doing

your life's best work.

SM Please Note: To be considered for this position, you must be able to obtain an SF86 Position of Trust which is only available to U.S. Citizens. Our Facilities Security Officer will initiate this process post-offer acceptance. Failure to obtain this will result in termination from this role. This position is full time. Employees are required to have flexibility to work an 8-hour OR 10-hour shift, Sunday - Saturday from 12:00am - 12:00pm (Dept 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 2 - 3 weeks of training. The hours during training will be 8:00am to 4:30pm, Monday - Friday. Training will be conducted virtually from your home. _*All Telecommuters will be required to adhere to UnitedHealth Group's Telecommuter Policy._ 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. 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 OR equivalent with 2 years of clearly defined customer service experience OR equivalent combination of education and experience Must be 18 years of age OR older United States Citizenship Ability to obtain favorable adjudication following submission of Defense Health Agency eQuip Form SF86 Advanced keyboarding skills and computer literacy with the ability to navigate on-line resources, multiple applications as well as MS Office suite 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 ask appropriate questions and listen actively to identify root cause and path to resolution Ability to positively influence working relationships with beneficiaries, co-workers, clinical team members and Military Treatment Facilities Ability to multitask, work efficiently, and consistently meet performance standards in dynamic contact center environment Ability to convey and receive information and ideas through a variety of media Ability to identify and understand issues, problems and opportunities and compare data from different sources to draw conclusions, determine appropriate course of action and provide effective one call resolution Ability to manage time and adherence to scheduled activities 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 Ability to acquire and maintain the technical/professional expertise required to do the job effectively and to create positive beneficiary experiences Ability to interact with others in a way that promotes confidence, support and conveys the intentions of the organization and contract 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 Ability to work an 8-hour OR 10-hour shift, Sunday - Saturday from 12:00am - 12:00pm (Dept 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: Knowledge of relevant software, applications and equipment -database and web portal proficiency National Career Readiness Certificate Prior 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

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