Care Coordinator

UnitedHealth Group•Tampa, FL

4d•$16 - $29•Remote

About The Position

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 an 8-hour OR 10-hour shift, Sunday - Saturday from 12:00am - 12:00pm (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 8:00am to 4:30pm CST, Monday - Friday. Training will be conducted virtually from your home. 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.

Requirements

High School Diploma / GED OR equivalent work experience
Must be 18 years of age OR older
2+ years of clearly defined customer service experience
United States Citizenship
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
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 Microsoft Office suite
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 required 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
Ability to work an 8-hour OR 10-hour shift, Sunday - Saturday from 12:00am - 12:00pm (Department works 24 hours a day, 7 days a week). It may be necessary, given the business need, to work occasional overtime and weekends.

Nice To Haves

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

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.