At Optum, the mission isclear: Help people live healthier lives and help make the health system workbetter for everyone
LHI is one of 4 businesses under OptumServe. OptumServeprovides health care services and proven expertise to help federal governmentagencies modernize the U.S. health system and improve the health and well-beingof Americans.
By joining OptumServeyou are part of the family of companies that make UnitedHealth Group aleader across most major segments in the U.S. health care system.
LHI was founded in 1999 and acquired by Optum in 2011, LHIspecializes in creating and managing health care programs through on-locationservices, patient-specific in-clinic appointments, telehealth assessments, orany combination based on customer need. LHI's customizable solutionsserve the diverse needs of commercial customers, as well as federal and stateagencies, including the U.S. Departments of Defense, Veterans Affairs, and
Health and Human Services.
There's an energy andexcitement here, a shared mission to improve the lives of others as well as ourown. Ready for a new path? Start doing your life's best work.
Please Note: In order to beconsidered for this position, you must be able to obtain an SF86 Position ofTrust which is only available to U.S. Citizens. Our Facilities Security Officerwill initiate this process post-offer acceptance. Failure to obtain this willresult in termination from this role.
The Lead, Data Control (LHI) La Crosse, WI will be responsible forthe following.
Assist Data Control Supervisor under the RHRP II Contract with quality service monitoring, performance feedback and prioritizing of daily tasks in order to meet departmental task initiatives
Foster communication between Records Management Specialists and internal / external customers in a high volume, fast paced, deadline driven and goal structured environment
Provide support to staff in order to ensure that LHI's contractual obligations and the departmental objectives are achieved.
Act as a resource and liaison to staff and internal / external customers to interpret and answer operational questions related to services provided based on contract guidelines and contractual requirements
Respond to customer complaints and internal / external customer questions or concerns when circumstances fall outside the specialist roles or direction is needed
Provide guidance and prioritization of workload, including e-mail, phone, and fax queues, based on department demands and ensure contractual obligations are achieved
Review and assist with auditing, error and Key Performance Indicator reports to ensure accurate reporting with prompt follow up response times and addressing problems and issues
Monitor departmental and company tasks and assignments to determine if immediate attention is required by emailing, meeting or calling another operational unit, provider or service member to ensure it gets completed in order to meet departmental / company goals and turn around expectations
Coordinate with trained staff and other operational departments to ensure tasks are completed correctly and up to the customer / LHI contract guidelines
Review and respond to inquiries from Provider Network Management and Accounts Payable in regards to payments to providers
Advise specialists on when to Apply Charge or Waive Cost on services that will be charged to the customer or paid to the provider based on contractual guidelines and history of the order
Advise specialists when missing components require follow-up appointments to be scheduled including what service codes are required
Review, develop, implement, and test logic of event tree and low to medium impact process change requests through Process Change Control and meeting with other operational units, IT and staff
Update and assist leadership team with the development of departmental work instructions, standard operating procedures, and processes to ensure clear understanding and contract compliance includes training and mentoring staff
Assist with documenting feedback, writing SMART Goals and performance reviews
Monitor departmental phone queue assignments to ensure customer satisfaction and all calls are answered professionally and promptly
Assist team staff on system and computer / phone issues includes submitting troubleshooting tickets for Service Desk help
High School Diploma / GED or higher
1 years of data control experience or experience in a leadership role
Proficiency with Microsoft Office including Word (creating and editing documents), Excel (entering data), and Outlook (managing email and calendar)
Data entry and customer service experience
Proficient typing ability
Ability to work an 8-hour shift Monday through Friday 8:00 am - 6:00 pm
United States Citizenship
Ability to obtain favorable adjudication following submission of Defense Health Agency eQuip Form SF86
Associates Degree (or higher) in Medical, Business, Health Information Technology or related field
Knowledge of healthcare documentation and terminology
Previous leadership and / or supervisory experience
Administrative support in a medical, dental or healthcare environment
National Career Readiness Certificate
Knowledge of military procedures and protocols
Medical or dental transcription experience
Excellent verbal and written communications skills with individuals at all levels of an organization
Ability to perform detailed work with a high degree of accuracy and meet firm deadlines
Strong analytical thinking, multi-tasking, organizational and time management skills
Must be able to problem solve and propose solutions in a fast paced environment
Must be able to demonstrate an appropriate level of assertiveness in performing work responsibilities under time-sensitive deadlines established by contract and departmental requirements
Detail oriented with the ability to work independently in a fast paced, goal oriented environment
Excellent teamwork and leadership skills
Ability to adapt to the changing business requirements
Willingness to work special projects as directed
As a requirement ofUnitedHealth Group's contract with the Department of Defense, this positionrequires U.S. citizenship and proof of favorable adjudication followingsubmission of Department of Defense eQuip Form SF86, (the National Agency CheckLegal and Credit or "NACLC"). Successful completion of the NACLC process is arequirement for continued employment in this role. NACLC processing will beinitiated by our TRICARE Security Officer post-offer, and can take 3-6 monthsfor a final decision communication from the Department of Defense. Candidateswill be allowed to begin employment with UnitedHealth Group in this role basedon an interim clearance, and final results will be communicated as they arereceived. Failure to obtain final NACLC approval will result in terminationfrom this role.
Careers with LHI. Our focus is simple. We're innovators in cost-effective healthcare management. And when you join our team, you'll be a partner in impactingthe lives of our customers, and employees. We've joined OptumHealth, part ofthe UnitedHealth Group family of companies, and our mission is to help thehealth system work better for everyone. We're located on the banks of thebeautiful Mississippi River in La Crosse, Wis., with a satellite office inChicago and remote employees throughout the United States. We're supported by anational network of more than 25,000 medical and dental providers. Simply put,together we work toward a healthier tomorrow for everyone. Our team members areselected for their dedication and mission-driven focus. For you, that means oneincredible team and a singular opportunity to do your life's best work.
Diversity creates a healthieratmosphere: UnitedHealth Group is an Equal Employment Opportunity / AffirmativeAction employer and all qualified applicants will receive consideration foremployment without regard to race, color, religion, sex, age, national origin,protected veteran status, disability status, sexual orientation, genderidentity or expression, marital status, genetic information, or any othercharacteristic protected by law.
UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drugtest before beginning employment.
Keywords: LHI, customer service representative, customer service,CSR, health care, healthcare, office, phone support, customer service advocate,La Crosse, WI
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