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Hours Full-time, Part-time
Location Fairbanks, AK
Fairbanks, Alaska

About this job

Position Description:

Welcome to one of the toughest and most fulfilling ways to help people, including yourself. We offer the latest tools, most intensive training program in the industry and nearly limitless opportunities for advancement. Join us and start doing your life's best work.

Primary role of the position is to provide TRICARE benefit briefings to active duty service members of all ranks, their dependents, military retirees and Army and Air Force National Guard and Reserve beneficiaries. This is a telecommuter position. You will have frequent interaction with TRICARE beneficiaries, members of local Military Treatment Facilities and National Guard officials and their leadership. Occasional work within the two local Military Treatment Facilities. Develop knowledge of military protocol, extensive knowledge of the TRICARE benefit and will be viewed as the local TRICARE benefit expert. Knowledge of claims management, referral management protocols and beneficiary enrollment will also be developed. Speaking to small and large groups of people, who range from entry level military to senior leadership. Frequent travel within the Ft. Wainwright, AK and Eielson AFB area and occasional weekend TRICARE beneficiary briefings and information booths. Participate in meetings with peers within the UnitedHealthcare Military and Veterans NW Market.

Primary Responsibilities:



  • Serve as the liaison to a complex customer base to manage first level response and resolution of escalated issues with external and internal customers

  • Identifies and assists with operational problems using defined processes, expertise and judgment

  • Investigate claim and/or customer service issues as identified and communicate resolution to customers

  • Provide feedback to team members regarding improvement opportunities

  • Provides expertise and customer service support to members, customers, and/or providers

  • Extensive work experience within own function.

  • Work is frequently completed without established procedures.

  • Works independently.

  • May act as a resource for others.

  • May coordinate others activities.

Eligibility requirements to WAH:




  • In order to be eligible to work at home, both to apply and for continuing eligibility, you must:





    • Be living in a permanent location, not currently intending to move, or planning to move within 6 months from your start date in this role.  Understand that you may work only at the address provided on your work at home application, and this must be your actual residence - you cannot work in another home or an office/commercial site where you don't actually live.



    • Live in a location that can receive UHG-approved fiber or cable internet (you may not use a personal internet connection). WAH Operations will not approve or set up employees on non-approved internet (satellite, air cards, cellular wireless, etc.)  If you rent or live in a condo, it is your responsibility to check with the landlord/building management and verify that UHG-approved internet can be installed and/or jacks can be installed.  If your complex restricts the type of internet allowed, tell us right away. There are approved internet providers that are acceptable that will be verified as we submit the request for the individual



    • Have a dedicated workspace in your home, ideally a separate room with a door that can be closed to maintain PHI.  This cannot be a public space such as kitchen, dining room, living room, etc.  As you will be using VCC and a UHG-installed hard phone line, your home office must be free of background noises which would interfere with the caller's ability to hear you clearly.  This includes, but is not limited to, loud background noise from dogs barking, pet noises, children or others in the home, radios, TV or music, or other sounds interfering with telephone conversations.  It is important that you maintain a professional atmosphere when dealing with internal or external customers over the telephone. 



    • Be responsible for providing appropriate furniture for your home work space that is ergonomic and sturdy.  M&V WAH Operations does not purchase furniture or reimburse employees for furniture 



    • Continue to maintain a personal contact phone number (such as a home phone and/or cell phone).  Personal land line/cell phone costs are not reimbursed.  NOTE:  Even though you are provided a phone service, you still must have a personal phone in case the UHG line/internet goes down. 



    • Continue to have any needed dependent care arrangements during all hours worked.

Requirements


Requirements:



  • High school diploma or GED

  • 4+ years of customer service experience analyzing and solving customer problems in office setting prefer Healthcare setting

  • United States Citizenship

  • Ability to obtain favorable adjudication following submission of Department of Defense eQuip Form SF86

  • Basic proficiency with Windows PC applications, which includes the ability to learn new and complex computer system applications (Word, Excel, PowerPoint, Outlook)

  • Must be able to qualify for WAH through UHG policy

  • Must be able to travel to multiple sites in the Fairbanks area with little notice

  • Must be able to work occasional weekends outside of normal work week which is Monday - Friday 8am - 4:30pm

Assets:



  • Associates Degree

  • Ability to multi-task, this includes ability to understand multiple products and multiple levels of benefits within each product

  • Previous experience with TRICARE

  • Working knowledge of military briefings and protocol

Soft Skills:



  • Presentation skills in large settings (5 -40 individuals)

  • Comfortable dealing with Senior Military Officials

Physical Requirements and Work Environment:



  • Frequent speaking, listening using a headset, sitting, use of hands/fingers across keyboard or mouse, handling other objects, long periods working at a computer


As a requirement of UnitedHealth Group's contract with the Department of Defense, this position requires U.S. citizenship and proof of favorable adjudication following submission of Department of Defense eQuip Form SF86, (the National Agency Check Legal and Credit or NACLC). Successful completion of the NACLC process is a requirement for continued employment in this role. NACLC processing will be initiated by our TRICARE Security Officer post-offer, and can take 3-6 months for a final decision communication from the Department of Defense. Candidates will be allowed to begin employment with UnitedHealth Group in this role based on an interim clearance, and final results will be communicated as they are received. Failure to obtain final NACLC approval will result in termination from this role.





UnitedHealthcare Military & Veterans is part of the family of companies that make UnitedHealth Group one of the leaders across the US health care system.

We serve those who serve our nation, providing quality health care services to millions of military beneficiaries across the (list region post award).

Our commitment to helping people live healthier lives, and to continue the honor, satisfaction, and quality of the TRICARE military health benefit program is greater than ever. Our efforts complement the Military Health System to demonstrate the best blend of public and private health care solutions.

It's not just business as usual. It is one of our proudest endeavors.

If you're ready to help make health care work better for those who serve our nation. If you are smart, creative, and committed. If you want to make a difference. Consider being part of the elite team at UnitedHealth care Military & Veterans.

This is an opportunity to share in something special; a chance for all of us to serve, to excel, and to know that we've made a difference for those families who have made our nation stronger. 


Diversity creates a healthier atmosphere: 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.