SCA Customer Service Representative

UnitedHealth Group•Tampa, FL

19h•$16 - $29•Remote

About The Position

Logistics Health Incorporated (LHI), part of the Optum family of businesses, is hiring a national remote SCA Customer Service Representative. This full-time position supports workforce health programs by scheduling medical and dental services, responding to customer inquiries, and helping resolve appointment and service-completion issues while maintaining sensitivity toward military culture. The position is 40 hours per week, Monday through Friday with rotating Saturdays. Employees must be flexible to work an eight-hour shift between 6:00 a.m. and 12:00 a.m. CST on weekdays, as well as a rotating Saturday shift between 7:00 a.m. and 5:00 p.m. CST. Occasional overtime and weekend work may be necessary based on business needs. The role includes eight weeks of paid virtual training from home, scheduled Monday through Friday from 8:00 a.m. to 4:30 p.m. CST. The role is remote within the United States. Remote employees must maintain a private, dedicated work area, secure sensitive company documents, and have an approved wired high-speed internet connection. The hourly pay range is $16–$29, depending on factors such as location, education, and experience. Eligible employees may receive a comprehensive benefits package, incentive and recognition programs, an equity stock purchase plan, and a 401(k) contribution. A $1,500 sign-on bonus is offered to external candidates.

Requirements

High school diploma or GED, or equivalent work experience.
Must be at least 18 years old.
At least 1 year of call center experience.
At least 1 year of customer service experience.
Ability to attend 100% of the eight-week training, scheduled 8:00 a.m.–4:30 p.m. CST, Monday through Friday.
Ability to work full-time, 40 hours per week, Monday through Friday with rotating Saturdays, and to work an eight-hour shift between 6:00 a.m. and 12:00 a.m. CST on weekdays and a rotating Saturday shift between 7:00 a.m. and 5:00 p.m. CST.
Ability to work occasional overtime and weekends when business needs require.
Ability to secure company-sensitive documents, if applicable.
Ability to establish a dedicated work area separated from other living areas that provides information privacy.
Must live where a UnitedHealth Group-approved high-speed internet connection is available, or have wired cable, DSL, or fiber service meeting the stated minimum of 25 Mbps download and 10–15 Mbps upload; wireless satellite, hotspot, and line-of-sight antenna services are not accepted.
Remote employees must adhere to UnitedHealth Group’s Telecommuter Policy.

Nice To Haves

Experience with Microsoft Office programs, including Excel for spreadsheet navigation, data entry, and sorting; Word for creating and editing documents; and Outlook for email and calendars.
Experience working in the healthcare industry.
Experience working with Medicaid or Medicare.
Military experience.

Responsibilities

Contact customers to schedule specified medical and dental services in accordance with customer availability and contract guidelines.
Respond to inquiries and resolve issues related to appointment scheduling, fulfillment processing, and service completion in a timely manner.
Conduct customer contacts related to Health Assessment processing, referral follow-up, education, and resource inquiries.
Identify potential behavioral health situations and follow contract-specific protocols to assist callers.
Monitor service levels and queue status to meet contractual requirements.