[Hiring] Care Coordinator @UnitedHealth Group

Role Description

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.

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.

Primary Responsibilities:

• Provide 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.
• Demonstrate a great depth of knowledge/skills in own function.
• Provide a high degree of accuracy in process adherence.
• Work independently to direct customer interactions to full resolution while providing high quality service.

Qualifications

• 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
• 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 listening 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 comparing 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
• Experience 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.

Preferred Qualifications

• 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 a 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.

Soft Skills

• 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 interact with others in a way that promotes confidence, support and conveys the intentions of the organization and contract
• Ability to convey and receive information and ideas through a variety of media
• 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

Benefits

• Comprehensive benefits package
• Incentive and recognition programs
• Equity stock purchase
• 401k contribution (all benefits are subject to eligibility requirements)

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.