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Care Coordinator
Optum
La Crosse, UAE
Full Time
Entry
3 weeks ago
Customer ServiceTelephonic CommunicationMicrosoft OfficeData EntryTRICAREMedical Terminology
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Customer ServiceTelephonic CommunicationMicrosoft Office
About the Role
Optum seeks a Care Coordinator to provide telephonic customer service and support the continuum of care for TRICARE beneficiaries. Responsibilities include scheduling medical services, responding to inquiries, and resolving issues.
Key Skills for This Role
Customer ServiceTelephonic CommunicationMicrosoft OfficeData EntryTRICAREMedical Terminology
Responsibilities
- Provide telephonic customer service, including chat and video modalities
- Support the continuum of care for TRICARE Beneficiaries by scheduling medical services
- Respond to inquiries and resolve issues regarding TRICARE eligibility
- Conduct customer contacts related to beneficiary support, referral follow up, education and TRICARE resource inquiries
- Identify potential emergent concerns and follow protocol to connect beneficiaries to clinical team or emergency services
- Access written scheduling instructions and apply decision making to align contract requirements
- Maintain constant awareness of individual contributor performance metrics
- Work independently to direct customer interactions to full resolution
Requirements
- 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 listening actively
- Experience with multitasking and meeting performance standards in a dynamic contact center environment
- Advanced keyboarding skills and computer literacy
- Ability to obtain favorable adjudication of background investigation and security clearance
- United States Citizenship
- Ability to work any 8 hour or 10 hour shift between 12:00 am 12:00 pm, Sunday Saturday
Full Job Posting
Position Overview
- This position is National Remote. You'll enjoy the flexibility to telecommute from anywhere within the U.S.
- Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives.
- 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.
- We offer 3 weeks of paid training. The hours during training will be 8:00 am 4:30 pm CST, Monday Friday.
Primary Responsibilities
- 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.
- Work independently to direct customer interactions to full resolution while providing high quality service.
Required 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.
- 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.
- United States Citizenship.
- Ability to obtain favorable adjudication following submission of Defense Health Agency eQuip Form SF86.
Pay and Benefits
- The hourly pay for this role will range from $16 $29 per hour based on full time employment.
- We offer benefits such as a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution.
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