9 days old

LHI Resolution Specialist - US Remote - 897865

Hartford, CT 06103 Work Remotely
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At Optum, the mission is clear:Help people live healthier lives and help make the health system work better for everyone

LHI is one of 4 businesses under OptumServe. OptumServeprovides 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 doingyour life's best work.SM

Resolution Specialists will staff a 6a-10p queue and serve as the primary conduit for issues that may arise at LHI's on-site testing events. The role will triage incoming questions or concerns that may arise in real-time. If simple responses can't be provided, Resolution Specialist will problem solve or escalate to the appropriate parties for resolution and track to completion. Issues may range in complexity (for example supplies needed, staff member did not show up, technical issues, etc.). Resolution Specialists will be responsible for tracking solutions to completion and documenting final resolution.

Training will be conducted virtually from your home.

What we do defines who we are. Take a deeper look at how we're providing support during this global health crisis and search for a way you can get involved. View our Covid-19 Resources Page at: https://info.uhg.com/

Primary Responsibilities:

The goal of a Resolution Specialist is to meet/exceed all expected targets as they have been set by Leadership. This includes but is not limited to:

  • Successfully work in a phone queue and be available on a rotating schedule including answering inbound calls, call transferring, and making outbound calls.
  • Perform tasks and special projects such as courier services, form monitoring, test kit inventories, and others with high quality, thoroughness, attention to detail, and per steps outlined in job aids or other documentation. Ensuring tasks are completed accurately and on time.
  • Develop expert knowledge of applicable reports, tools and procedures of the Command Center. Increased knowledge through reviewing process improvements and new process implementations.
  • Be prepared, present and engaged in your daily job performance. Communicate in a timely, effective and appropriate manner. Ensure all timecards are submitted accurately and on time.
  • Review and correct identified errors or address immediately upon your return when away from the office. Ensure understanding to prevent future errors.
  • Providing exemplary customer service to those we engage with.
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 GED minimum education
  • 1+ year experience working in a phone queue taking inbound calls, call transferring, and making outbound calls.
  • 2 years' customer service or provider relations
  • Microsoft Programs: Word (creating and editing documents) Excel (creating and editing spreadsheets) Outlook (creating and storing email)
  • You will be required to adhere to UnitedHealth Group's US Telecommuting Policy
  • If you need to enter a work site for any reason, you will be required to screen for symptoms using the ProtectWell mobile app, Interactive Voice Response (i.e., entering your symptoms via phone system) or a similar UnitedHealth Group-approved symptom screener. When in a UnitedHealth Group building, employees are required to wear a mask in common areas. In addition, employees must comply with any state and local masking orders
  • Associates degree or higher
  • National Career Readiness Certificate
  • Knowledge of military databases, acronyms, and event planning/coordination
Soft Skills:
  • Excellent verbal and written communication skills
  • Ability to work in a fast-paced dynamic environment, flexible and adaptable to changing situations
  • Ability to demonstrate an appropriate level of assertiveness in performing work responsibilities and in making work related decisions
  • Must possess and demonstrate strong organizational and time management skills
UnitedHealth Group is an essential business. The health and safety of our team members is our highest priority, so we are taking a science driven approach to slowly welcome and transition some of our workforce back to the office with many safety protocols in place. We continue to monitor and assess before we confirm the return of each wave, paying specific attention to geography-specific trends. At this time, 90% of our non-clinical workforce transitioned to a work at home (remote) status. We have taken steps to ensure the safety of our 325,000 team members and their families, providing them with resources and support as they continue to serve the members, patients and customers who depend on us.

Some of the steps we've taken to ensure employee well-being include:
  • Transitioned our new hire training classes to be conducted virtually
  • Launched our ProtectWell app and UnitedCARES program to help ease the burden and stress for our UnitedHealth Group team members and their immediate family affected by COVID-19
  • Daily updates from our CEO Dave Wichmann to support and inspire team members during this challenging time
  • Onsite social distancing and increased sanitization measures for employees who have been welcomed back to our offices
  • Fully cover the COVID-19 healthcare costs for our employees
  • Employees who self-identify as high risk or who live with someone who is high risk have been asked to remain working from home
You can learn more about all we are doing to fight COVID-19 and support impacted communities at: https://www.unitedhealthgroup.com/newsroom/addressing-covid.html

Careers with LHI. Our focus is simple. We're innovators in cost-effective health care management. And when you join our team, you'll be a partner in impacting the lives of our customers, and employees. We've joined OptumHealth, part of the UnitedHealth Group family of companies, and our mission is to help the health system work better for everyone. We're located on the banks of the beautiful Mississippi River in La Crosse, Wis., with a satellite office in Chicago and remote employees throughout the United States. We're supported by a national network of more than 25,000 medical and dental providers. Simply put, together we work toward a healthier tomorrow for everyone. Our team members are selected for their dedication and mission-driven focus. For you, that means one incredible team and a singular opportunity to do your life's best work.SM

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.

Keywords: resolution, specialist, covid, call center, issue resolution, outreach, pandemic, events, communication, problem solving, response team,work at home, work from home, WAH, WFH, remote, telecommute, hiring immediately
Posted: 2021-02-17 Expires: 2021-03-19

UnitedHealth Group is the most diversified health care company in the United States and a leader worldwide in helping people live healthier lives and helping to make the health system work better for everyone.

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LHI Resolution Specialist - US Remote - 897865

UnitedHealth Group
Hartford, CT 06103

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