Telephonic Care Navigator - Remote - 2021729

You’ll enjoy the flexibility to telecommute* from anywhere within the

Energize your career with one of Healthcare’s fastest growing companies.

You dream of a great career with a great company – where you can make an impact and help people. We dream of giving you the opportunity to do just this. And with the incredible growth of our business, it’s a dream that definitely can come true. Already one of the world’s leading Healthcare companies, UnitedHealth Group is restlessly pursuing new ways to operate our service centers, improve our service levels and help people lead healthier lives. We live for the opportunity to make a difference and right now, we are living it up.

This opportunity is with one of our most exciting business areas: Optum – a growing part of our family of companies that make UnitedHealth Group a Fortune 10 leader.

Optum helps nearly 60 million Americans live their lives to the fullest by educating them about their symptoms, conditions and treatments; helping them to navigate the system, finance their healthcare needs and stay on track with their health goals. No other business touches so many lives in such a positive way. And we do it all with every action focused on our shared values of Integrity, Compassion, Relationships, Innovation & Performance.

Our Care Navigators have a serious responsibility to make every contact informative, productive, positive, and memorable for what it says about how much we care.

This position is full – time (40 hours / week) Monday – Friday. Employees are required to have flexibility to work any of our 8 hour shift schedules during our normal business hours of 9:00 am to 5:30 pm CST. It may be necessary, given the business need, to work occasional overtime. This is a telecommute / work at home role.

Training will be conducted virtually from your home.

*All Telecommuters will be required to adhere to UnitedHealth Group’s Telecommuter Policy.

Primary Responsibilities:

Completes telephonic outreach to DSNP members utilizing auto dialer and manual dialing

Educates member on gaps in care and assists with scheduling provider appointments

Assists members with social determinants of health and links to community resources

Ensures member has access to PCP

Identifies gaps in care and assists in closure of gaps

Outreaches members on caseload consistent with program guidelines

Consistently meets metrics, both quality & performance

Provides excellent customer service to both members and providers

Constantly maintains schedule adherence and good attendance

Maintains confidential health information according to state and federal regulations including HIPAA

Act as a Subject Matter Expert for other team members

Manage the intake of members or the admission/discharge information post notification

Work with hospitals, clinics, facilities and the clinical team to manage requests for services

Manage the referral process, processing incoming and outgoing referrals and prior authorizations, including intake, notification and census roles

Resolve inquiries from members and/or providers

Part of the challenge here is dealing positively with members and providers in sometimes challenging circumstances. As a subject matter expert, you'll also be the “go-to” resource for information. The flexibility to work evening hours will also be required

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)

1+ years of call center and / or telephonic customer service experience

1+ years of professional experience in an office setting using the telephone and computer as the primary instruments to perform the job duties

1+ years of Healthcare / insurance experience and/or Social work / community outreach / advocacy experience

1+ years of experience in analyzing and solving customer problems

Work experience using Microsoft Word (edit, create & save documents), Microsoft Excel (sorting & filtering data), and Microsoft Outlook (email, folders, attachments and calendaring)

Must be available to work Monday – Friday 9:00am – 5:30pm CST

Preferred Qualifications:

Bachelor’s Degree (or higher) in Social Work, Public Health or related field

Bilingual in English and Spanish or other language

Previous experience as a telecommuter

Medicaid and / or Medicare experience

Experience working with medical terminology

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:

Must be able and comfortable with maintaining metrics and goals within the department

Must be comfortable working on the phone and multiple systems on the computer simultaneously while assisting members

Must be comfortable making outreach to members without prior engagement

Excellent Organizational Skills

Telephone etiquette

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 $17.12 – $30.34. The salary range for Connecticut / Nevada residents is $18.80 – $33.41. 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