SCA Customer Service Representative

Optum, through its Logistics Health Incorporated business, provides logistics solutions for complex workforce health programs. The SCA Customer Service Representative schedules medical and dental services, resolves appointment and service issues, supports health assessment and referral inquiries, and assists callers while meeting contractual service requirements.

Responsibilities:

• Make contacts to schedule a variety of specific medical and dental services in accordance with customer availability and contract guidelines
• Respond to a variety of inquiries and resolves issues with regard to the appointment scheduling / fulfillment processing and service completion in a timely manner while maintaining sensitivity toward military culture
• Conduct customer contacts related to Health Assessment processing, referral follow-up, educations and resource inquiries
• Identify potential behavioral health situations and follow contract specific protocol to assist callers
• Maintain constant awareness of service level and queue status in order to meet contractual requirements

Requirements:

• High School Diploma / GED OR equivalent work experience
• Must be 18 years of age OR older
• 1+ years of call center experience
• 1+ years of customer service experience
• Ability to attend 100% of training for 8 weeks between the hours of 8:00 am - 4:30 pm CST, Monday - Friday
• Ability to work any of our assigned, full time (40 hours / week), 8-hour shift schedules during our normal hours of operations of 6:00 am - 12:00 am CST from Monday - Friday and a rotating shift between the hours of 7:00 am - 5:00 pm CST every other Saturday, including the flexibility to work occasional overtime and weekends given the business need
• 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.)
• All employees working remotely will be required to adhere to UnitedHealth Group's Telecommuter Policy
• Experience with Microsoft Office programs such as Microsoft Word (creating and editing word documents), Microsoft Excel (general spreadsheet navigation, data entry and sorting), and Microsoft Outlook (email and calendar)
• Experience with working in the Healthcare Industry
• Experience in working with Medicaid OR Medicare
• Military experience