[Hiring] Telephonic Care Navigator @UnitedHealth Group

Role Description

This position is Remote in Washington OR Oregon. You will have the flexibility to work remotely as you take on some tough challenges.

Our Telephonic 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, Monday - Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 9:00am - 5:30pm local time. It may be necessary, given the business need, to work occasional overtime.

We offer 2 weeks in classroom plus 2 weeks of on-the-job training / precepting. The hours of the training will be 8:00am - 4:30pm Pacific.

Primary Responsibilities:

• Completes telephonic outreach to DSNP/CSNP members utilizing multiple outreach modes: including auto-dialer, manual and inbound calls
• Educates member on gaps in care and assists with closure of gaps, including scheduling provider appointments
• Assists members with social determinants of health and links to community resources
• Ensures member has access to PCP
• Outreaches members 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

Qualifications

• High School Diploma / GED OR equivalent work experience
• Must be 18 years of age OR older
• 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 with analyzing and solving customer problems
• Work experience with using Microsoft Word (edit, create & save documents), Microsoft Excel (sorting & filtering data), and Microsoft Outlook (email, folders, attachments and calendaring)
• Ability to work from home (access to high-speed broadband)
• Ability to attend 100% of the 4 weeks training period. Time off requests will not be accommodated during this time
• Ability to work full time, Monday - Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 9:00am - 5:30pm local time. It may be necessary, given the business need, to work occasional overtime

Requirements

• Social Work, Public Health OR related field experience
• Bilingual fluency in English and Spanish OR other language
• Experience as a telecommuter
• Medicaid and / OR Medicare experience
• Experience working with medical terminology

Telecommuting Requirements

• Reside in the state of Oregon OR Washington
• Ability to keep all company sensitive documents secure (if applicable)
• Required to have a dedicated work area established that is separated from other living areas and provides information privacy
• Must live in a location that can receive a UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet service (UHG requires a wired internet connection: cable, DSL or fiber internet service with Minimum speed standard of 25 Mb download/10-15 Mb upload. Wireless services such as satellite, hot spot, line of sight antenna cannot be used for telecommuting)

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

Benefits

• Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc.
• Comprehensive benefits package
• Incentive and recognition programs
• Equity stock purchase
• 401k contribution (all benefits are subject to eligibility requirements)
• The salary for this role will range from $20 - $36 hourly based on full-time employment