[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, Sunday - Saturday. Employees are required to have flexibility to work any of our 8-hour OR 10-hour shift schedules during our normal hours of 12:00 am - 12:00 pm (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 8:00 am - 4:30 pm CST, Monday - Friday. Training will be conducted virtually from your home.

Primary Responsibilities:

• 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.

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.
• Experience with 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 with multitasking, working efficiently, and consistently meeting performance standards in dynamic contact center environment.
• Experience with 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 with managing time and adherence to scheduled activities.
• Experiencing with acquiring and maintaining the technical/professional expertise required to do the job effectively and to create positive beneficiary experiences.
• Advanced keyboarding skills and computer literacy with the ability to navigate on-line resources, multiple applications as well as Microsoft Office suite.
• 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.
• United States Citizenship.
• Ability to obtain favorable adjudication following submission of Defense Health Agency eQuip Form SF86.
• Ability to work any of our full time, 8-hour OR 10-hour shift schedules during our normal hours of 12:00 am - 12:00 pm from Sunday - Saturday (Department works 24 hours a day, 7 days a week), including the flexibility to work occasional overtime and weekends given the business need.

Preferred Qualifications

• National Career Readiness Certificate.
• Knowledge of relevant software, applications and equipment - database and web portal proficiency.
• 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 (UHG requires a wired internet connection: cable, DSL or fiber internet service with Minimum speed standard of 25 Mb download/10-15 Mb upload. Wireless services such as satellite, hot spot, line of sight antenna cannot be used for telecommuting).
• Ability to connect directly into internet – via hard wire (either directly to modem or router).

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 and 401k contribution (all benefits are subject to eligibility requirements).
• Hourly pay for this role will range from $16 - $29 per hour based on full-time employment.

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.