LHI Lead Data Control (RHRP) - La Crosse, WI or US Telecommute

UHG Phoenix, AZ

About the Job

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. OptumServe provides 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 doing your life's best work.
Please Note: In order to be considered for this position, you must be able to obtain an SF86 Position of Trust which is only available to U.S. Citizens. Our Facilities Security Officer will initiate this process post - offer acceptance. Failure to obtain this will result in termination from this role.
The Lead Data Control (LHI) will be responsible for the following.
Primary Responsibilities:
  • 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 email, 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

Required Qualifications:
  • High School Diploma / GED or higher
  • 1+ years of data control experience or experience in a Lead or Senior role
  • Proficiency with Microsoft Office suite of products including Word (create and edit documents), Outlook (manage email and calendar), PowerPoint (create and edit decks), and Excel (entering data, vlookups, pivot tables, formulas)
  • Data entry and customer service experience
  • Proficient typing ability
  • Ability to work an 8 - hour shift Saturday through Wednesday between the hours of 7:00 am - 6:00 pm
  • United States Citizenship
  • Ability to obtain favorable adjudication following submission of Defense Health Agency eQuip Form SF86
Preferred Qualifications:
  • 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
Soft Skills:
  • 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 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.
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.

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: LHI, customer service representative, customer service, CSR, health care, healthcare, office, phone support, customer service advocate, La Crosse, WI