Client Support Specialist

UnitedHealth Group•Tampa, FL

2d•$20 - $36•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. The Client Care Specialist acts as a care coordinator to ensure timely and accurate occupational health exam coordination. This position is responsible for first-level response and resolution of order issues with external and internal customers. Includes responsibility for the delivery of Program benefits and services. The Client Care Specialist is responsible for daily inputs including appointment scheduling, provider relations and data retrievals, quality control on documentation, follow up service order creation and appointment scheduling and will be expected to build and maintain successful working relationships with external Program users, internal operational and support areas, and the Program team. They will ensure high quality, consistent representation across all user levels. This position is full time, Monday - Friday. Employees are required to have flexibility to work any of our shift schedules during our normal business hours of 8:00 am - 5:00 pm (flexible). It may be necessary, given the business need, to work occasional overtime. This will be on the job training and the hours of the training will be aligned with your schedule.

Requirements

High School Diploma / GED OR equivalent
Must be 18 years of age OR older
2+ years of experience analyzing and solving customer problems
Proficient with Microsoft Office suite of products including Microsoft Word (create and edit documents), Microsoft Outlook (manage email and calendar), Microsoft PowerPoint (create and edit decks), and Microsoft Excel (entering data, formulas)
Ability to obtain favorable adjudication following submission of Defense Health Agency eQuip Form SF86
Ability to work full time, Monday - Friday. Employees are required to have flexibility to work any of our shift schedules during our normal business hours of 8:00 am - 5:00 pm (flexible). It may be necessary, given the business need, to work occasional overtime.
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
Experience working with multiple stakeholders and working with cross-functional teams
Must be able to problem solve and propose solutions, be self-motivated and able to work independently
Ability to work in a complex fast-paced environment, flexible and adaptable to changing situations, and a solid commitment to teamwork
Ability to remain calm in stressful situations and display professional conduct
The ability to work with a diverse group of people/disciplines at all levels of an organization including the ability to present, persuade and provide professional presentation materials to both large and small groups
Ability to develop solid professional relationships
Solid organizational and time management skills with the ability to manage multiple projects of varying complexity and prioritize effectively
Solid verbal, written and interpersonal communication skills
All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter Policy
Candidates are required to pass a drug test before beginning employment.

Nice To Haves

National Career Readiness Certificate
Complex technical platform experience
Experience working in a healthcare / medical environment
Experience working in a customer service environment
Able to support multiple client and provider relationships

Responsibilities

Obtains availability for appointments, scheduling, and coordination of follow up service order creation
Monitor exam documentation completion and follow up on retrieval as necessary, evaluating for completeness, accuracy, and quality control
Maintain a successful working relationship with network providers to ensure satisfaction and retention by resolving specific provider concerns and executing solutions that benefit the provider, OptumServe and the customer
Provide updates and own tracking and closing out of requests and inquiries associated with scheduling, retrieval, care coordination, completion of orders and triage of situational issues
Investigate, communicate, and work to resolution basic to complex customer inquiries while positively influencing future outcomes
Prepare reports as required in support of responding back to customers and other ad hoc reports as requested by Program Leadership
When process corrections and continuous improvement opportunities are identified, work with Program Leadership and others as identified to develop and implement a remediation plan. Investigate issues to assist in trend identification and standardized approaches consistent across customer base
Interface with operational departments to ensure customer requirements are met through efficient, effective triage and ensure processing of actionable items in a timely manner, with the assistance of the Program team, in order to mitigate negative impact to users
Utilize multiple sources including customer and internal databases and internal electronic resources.
Educate members on occupational health exam process
Maintain contract expertise through internal as well as external trainings and education programs
Assist in provider selection and triage of orders based on member availability and location
Acknowledge member’s rights on confidentiality issues, maintain patient confidentiality at all times, and follows HIPAA guidelines and regulations