Client Support Specialist

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. 

Opportunities with Logistics Health Incorporated (LHI), part of the Optum family of business. We're dedicated to simplifying the logistics of complex workforce health programs with cost-effective solutions and a seamless distribution process. With offices in La Crosse, Wis., a satellite office in Chicago and remote employees throughout the country, we have a variety of rewarding career opportunities for you. Elevate your career as you help us create a healthier tomorrow for everyone and discover the meaning behind Caring. Connecting. Growing together.

The Client Care Specialist acts as a care coordinator to ensure timely and accurate occupational health exam coordination. This position is responsible for first-level response and resolution of order issues with external and internal customers. Includes responsibility for the delivery of Program benefits and services.  

The Client Care Specialist is responsible for daily inputs including appointment scheduling, provider relations and data retrievals, quality control on documentation, follow up service order creation and appointment scheduling and will be expected to build and maintain successful working relationships with external Program users, internal operational and support areas, and the Program team. They will ensure high quality, consistent representation across all user levels.  

This position is full time, Monday - Friday. Employees are required to have flexibility to work any of our shift schedules during our normal business hours of 8:00 am - 5:00 pm (flexible). It may be necessary, given the business need, to work occasional overtime. 

This will be on the job training and the hours of the training will be aligned with your schedule.

Primary Responsibilities:

• Obtains availability for appointments, scheduling, and coordination of follow up service order creation  
• Monitor exam documentation completion and follow up on retrieval as necessary, evaluating for completeness, accuracy, and quality control
• Maintain a successful working relationship with network providers to ensure satisfaction and retention by resolving specific provider concerns and executing solutions that benefit the provider, OptumServe and the customer
• Provide updates and own tracking and closing out of requests and inquiries associated with scheduling, retrieval, care coordination, completion of orders and triage of situational issues 
• Investigate, communicate, and work to resolution basic to complex customer inquiries while positively influencing future outcomes 
• Prepare reports as required in support of responding back to customers and other ad hoc reports as requested by Program Leadership
• When process corrections and continuous improvement opportunities are identified, work with Program Leadership and others as identified to develop and implement a remediation plan. Investigate issues to assist in trend identification and standardized approaches consistent across customer base
• Interface with operational departments to ensure customer requirements are met through efficient, effective triage and ensure processing of actionable items in a timely manner, with the assistance of the Program team, in order to mitigate negative impact to users
• Utilize multiple sources including customer and internal databases and internal electronic resources. 
• Educate members on occupational health exam process
• Maintain contract expertise through internal as well as external trainings and education programs
• Assist in provider selection and triage of orders based on member availability and location
• Acknowledge member's rights on confidentiality issues, maintain patient confidentiality at all times, and follows HIPAA guidelines and regulations 

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 / GED OR equivalent 
• Must be 18 years of age OR older
• 2+ years of experience analyzing and solving customer problems 
• Proficient with Microsoft Office suite of products including Microsoft Word (create and edit documents), Microsoft Outlook (manage email and calendar), Microsoft PowerPoint (create and edit decks), and Microsoft Excel (entering data, formulas)
• Ability to obtain favorable adjudication following submission of Defense Health Agency eQuip Form SF86
• Ability to work full time, Monday - Friday. Employees are required to have flexibility to work any of our shift schedules during our normal business hours of 8:00 am - 5:00 pm (flexible). It may be necessary, given the business need, to work occasional overtime.

Preferred Qualifications:

• National Career Readiness Certificate 
• Complex technical platform experience
• Experience working in a healthcare / medical environment
• Experience working in a customer service environment
• Able to support multiple client and provider relationships

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: 

• Experience working with multiple stakeholders and working with cross-functional teams
• Must be able to problem solve and propose solutions, be self-motivated and able to work independently 
• Ability to work in a complex fast-paced environment, flexible and adaptable to changing situations, and a solid commitment to teamwork 
• Ability to remain calm in stressful situations and display professional conduct 
• The ability to work with a diverse group of people/disciplines at all levels of an organization including the ability to present, persuade and provide professional presentation materials to both large and small groups 
• Ability to develop solid professional relationships 
• Solid organizational and time management skills with the ability to manage multiple projects of varying complexity and prioritize effectively  
• Solid verbal, written and interpersonal communication skills 

*All employees working remotely will be required to adhere to UnitedHealth Group's Telecommuter Policy  

Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer 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 us, you'll find a far-reaching choice of benefits and incentives. The hourly pay for this role will range from $20.00 - $36.00 per hour based on full-time employment. We comply with all minimum wage laws as applicable.

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.

UnitedHealth Group is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.

UnitedHealth Group is a drug - free workplace. Candidates are required to pass a drug test before beginning employment.