You’ll enjoy the flexibility to telecommute from anywhere within the U.S. as you take on some tough challenges.At Optum , the mission is clear: Help people live heathier 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. SMPlease 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:The statements listed below are not intended to be all inclusive of the duties and responsibilities of the position. Based on leadership decisions and business needs, “all other duties as assigned” will be expected for each position.
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 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
California, Colorado, Connecticut, Hawaii, Nevada, New Jersey, New York, Washington or Rhode Island Residents Only: The hourly range for this is $16.00 - $28.27 per hour. Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. UnitedHealth Group complies with all minimum wage laws as applicable. In addition to your salary, UnitedHealth Group offers 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 UnitedHealth Group, you’ll find a far-reaching choice of benefits and incentives.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.Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity / Affirmative Action employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.UnitedHealth Group is a drug - free workplace. Candidates are required to pass a drug test before beginning employment.#RPO