[Hiring] LPN Call Center @UnitedHealth Group

Role Description

Working in a call center environment under supervision, this position handles inbound calls from patients, patient representatives, providers, and other medical staff. Practicing quality clinical skills and strictly adhering to established protocols, handles patient inquiries and requests. When appropriate, refers medically related inquiries/requests and complaints to clinic staff for intervention and resolution. Also assists callers with general contacts including, but not limited to, appointment scheduling, general facility and provider information, general requests, medical records requests, and issue resolution.

If you are located in the state of Florida, you will enjoy the flexibility to work remotely* as you take on some tough challenges.

Primary Responsibilities:

• Work effectively in a structured, production environment
• Adhere to daily schedules and assignments
• Strictly adheres to established advanced protocols to handle incoming contacts including, but not limited to, prescription refill requests, lab results, x-ray results, medical triage assessments, medical inquiries, and referral requests
• Assists callers with general contacts including, but not limited to, appointment scheduling, general facility and provider information, general requests, medical records requests, and issue resolution
• Verify and update patient information in the clinical information system
• When appropriate, assigns electronic tasks to clinic staff to intervene with medically related inquiries and requests and to address concerns
• Contact patients to remind of appointments
• Contact patients to communicate special outbound call campaign messaging
• Review patient chart (in EMR) to ensure core measures are being addressed and met per protocol and takes appropriate action when they are not, i.e., schedule services
• Assist patients with identification of and connectivity to community and program resources to assist with non-medical needs (Pharmacy assistance programs, meals on wheels, LIS)
• Document thoroughly all calls and actions taken within core systems

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.

Qualifications

• High School Diploma or GED
• Current unrestricted Florida LPN license or compact license
• 2+ years of experience in healthcare environment with direct customer contact

Requirements

• Medical office experience
• Electronic medical records experience
• Ability to respond appropriately to patient questions regarding tests and treatments
• Computer experience (data entry, screen navigation, keyboarding)
• Bilingual (English and Spanish)

Benefits

• Comprehensive benefits package
• Incentive and recognition programs
• Equity stock purchase
• 401k contribution (all benefits are subject to eligibility requirements)
• Hourly pay for this role will range from $20.38 to $36.44 per hour based on full-time employment