Customer Service Representative - Remote

You'll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges.
The Central Support Operations Coordinator serves as the main point of contact for healthcare providers and members that are receiving post-acute services. In addition, the Central Support Operations Coordinator role serves as administrative (non-clinical) support for the remote clinical services team. This role is responsible for providing direct support to the multi-disciplinary team to anticipate and plan for continuum of care and discharge needs and communication with providers and clients. The Central Support Operations Coordinator is responsible for processing inbound and outbound communication (i.e. telephonic, fax, electronic notifications and letters), maintaining accuracy of database documentation and the completeness of the medical record and naviHealth database.
This position is full-time (40 hours/week) Sunday - Saturday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 7:00am - 8:00pm Central. It may be necessary, given the business need, to work occasional overtime.
*All Telecommuters will be required to adhere to UnitedHealth Group's Telecommuter Policy.
Primary Responsibilities:

• Manage inbound and outbound telephone communication in a professional manner and according to productivity and quality standards.
• Process inbound and outbound data and communication (i.e. faxes, emails and electronic communication) according to productivity and quality standards.
• Enter, review and or verify member information in the nH Coordinate care management platform and communicate approved pertinent information with healthcare providers and/or naviHealth team as needed.
• Enter the required data into the naviHealth database accurately and in a timely manner.
• Complete administrative documentation for member records including but not limited to disenrollment, transitioning, creating authorization shells, attaching documents (i.e. medical records), and logging therapy information.
• Assist in a smooth coordination of members care between health providers and the health plan.
• Establish relationships and communicate, when appropriate, to providers, clients and/or naviHealth field/care management staff as defined by departmental policy and process.
• Triage inbound calls manage member inquiries/requests, and resolve or escalates to appropriate naviHealth or health plan personnel.
• Run and/or review reports to monitor assigned team duties are completed.
• Follow chain of command as appropriate when reporting issues or concerns.
• Attend naviHealth meetings as requested.
• Adhere to organizational, departmental, compliance and regulatory policies and procedures.
• Promote a positive attitude and work environment.
• Perform other duties and responsibilities as required, assigned, or requested.

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 higher)
• Experience with Microsoft Office applications including navigating, creating, and editing within Word, Excel and PowerPoint
• Full COVID-19 vaccination is an essential requirement of this role. UnitedHealth Group will adhere to all federal, state and local regulations as well as all client requirements and will obtain necessary proof of vaccination prior to employment to ensure compliance.

Preferred Qualifications:

• Associate's Degree (or higher)
• Experience in healthcare setting
• Familiarity with medical terminology and HIPAA laws
• Experience working in a call center environment

Telecommuting Requirements:

• Required to have a dedicated work area established that is separated from other living areas and provides information privacy
• Ability to keep all company sensitive documents secure (if applicable)
• 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

• Excellent written and oral communications skills
• Must be organized and able to prioritize, plan, and handle multiple tasks/demands simultaneously
• Demonstrated critical thinking skills
• Ability to verbally articulate and communicate with manager, team members, and customers
• Detail-oriented and able to interpret data and information in the nH Coordinate system

Physical and Work Environment:

• Ability to view screen and enter data into a laptop computer (or similar hardware) within a standard time period
• Ability to communicate with Clients and team members including use of cellular phone or comparable communication device.
• Ability to remain stationary for an extended time period (1 - 2 hours)
• Experience using various office equipment, such as copier, fax machine, telephone and scanner

About naviHealth
naviHealth is improving the healthcare experience for seniors to live more fulfilling lives. For nearly a decade, naviHealth has been a trusted partner for the nation's top health plans, health systems, and at-risk physician groups navigating the shift from volume to value. Powered by a predictive technology and decision support platform that provides clinicians and care teams with evidence-based protocols, naviHealth's high-touch, proven care model fully supports patients from pre-acute through to the home. With naviHealth, patients can enjoy more days at home, and healthcare providers and health plans can significantly reduce costs specific to unnecessary care and readmissions. For more information about naviHealth, visit navihealth.com .
Our Purpose
Improving the healthcare experience for seniors to live a more fulfilling life
Our Values
Rooted in respect
Guided by purpose
Devoted to service
Energized by impact
The above statements are intended to describe the general nature and level of work performed by colleagues assigned to this job. It is not designed to contain or be interpreted as a comprehensive list of all duties, responsibilities, and qualifications. naviHealth reserves the right to amend and change responsibilities to meet business and organizational needs as necessary.
UnitedHealth Group requires all new hires and employees to report their COVID-19 vaccination status.
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Colorado, Connecticut or Nevada Residents Only: The salary range for Colorado residents is $15.00 to $22.02. The salary range for Connecticut / Nevada residents is $15.00 - $24.13. Pay is based on several factors including but not limited to education, work experience, certifications, etc. In addition to your salary, UnitedHealth Group offers 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 UnitedHealth Group, you'll find a far-reaching choice of benefits and incentives
naviHealth is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or any other protected status under applicable laws and will not be discriminated against on the basis of disability.
UnitedHealth Group is a drug - free workplace. Candidates are required to pass a drug test before beginning employment.
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