[Hiring] SCA Call Center Registered Nurse @UnitedHealth Group

Role Description

As an SCA (Service Contract Act) Call Center Registered Nurse (RN), you will play a vital role in delivering high-quality, evidence-based clinical support to Beneficiaries worldwide. Leveraging advanced clinical decision support tools and technology, you will provide symptom assessment, health education, and triage services through phone, chat, and video channels.

This position is ideal for clinically skilled nurses who enjoy critical thinking, fast-paced decision-making, meaningful patient interactions, and the flexibility of delivering care in a virtual environment.

You’ll enjoy the flexibility to work remotely from anywhere within the U.S. as you take on some tough challenges.

Primary Responsibilities

• Clinical Excellence
  • Perform comprehensive symptom assessment and triage for Beneficiaries of all ages using evidence-based clinical protocols and nursing judgment.
  • Evaluate a broad spectrum of health concerns and determine the appropriate level of care based on established guidelines and clinical expertise.
  • Deliver individualized health education and self-care recommendations that promote informed healthcare decisions.
  • Recognize and appropriately escalate urgent and emergent clinical situations to ensure patient safety.
• Patient Assessment and Care Delivery
  • Provide safe, high-quality clinical services within scope of practice and in accordance with organizational policies, procedures, and clinical protocols.
  • Conduct thorough assessments, including collection and analysis of relevant health history and presenting symptoms.
  • Utilize critical thinking skills to identify patient needs, risks, and appropriate care recommendations.
  • Deliver exceptional patient-centered care while maintaining efficiency and accuracy in a high-volume virtual environment.
  • Accurately document all patient interactions, assessments, recommendations, and outcomes in accordance with regulatory and organizational standards.
• Quality, Compliance, and Communication
  • Communicate clearly, professionally, and compassionately to ensure Beneficiaries understand care recommendations and next steps.
  • Maintain compliance with quality standards, clinical guidelines, and performance expectations.
  • Collaborate effectively with internal teams to support continuity of care and positive patient outcomes.
  • Demonstrate accountability for quality metrics, documentation standards, patient satisfaction, and service excellence.
  • Support a culture of continuous learning, patient advocacy, and clinical excellence.
• Teamwork, Leadership, and Collaboration
  • Partner with leaders and teammates to achieve operational, quality, and service goals.
  • Serve as a positive contributor to team culture through collaboration, professionalism, and shared accountability.
  • Assist with onboarding, training, mentoring, and precepting new team members as assigned.
  • Participate actively in team meetings, educational opportunities, quality initiatives, and process improvement activities.
  • Embrace change and support organizational initiatives that enhance patient care and operational performance.

Qualifications

• Current, unrestricted Compact RN license in state of residence.
• Ability to obtain and maintain additional state RN licenses as required.
• Ability to obtain and maintain Tier 1 NAC clearance.
• Ability to obtain and maintain Federal Common Access Card (CAC) clearance.
• 3+ years of recent Registered Nurse experience in a clinical setting.
• Demonstrated ability to assess and triage patients across the lifespan with a wide variety of presenting symptoms.
• Advanced computer proficiency with the ability to navigate multiple systems and monitors simultaneously while providing patient care.
• Ability to maintain a secure, private home office environment with reliable high-speed wired internet service.
• Ability to adapt to a fast-paced, technology-driven virtual care environment.
• U.S. Citizenship.

Preferred Qualifications

• Experience in telehealth, nurse advice lines, call center nursing, or virtual care environments.
• Diverse clinical experience across multiple healthcare settings.
• Experience in Pediatrics, Women's Health/Obstetrics, Behavioral Health, Emergency Care, Urgent Care, or Primary Care.
• Experience with evidence-based triage protocols and clinical decision support systems.
• Experience serving military populations, government healthcare programs, or geographically diverse patient populations.
• Bilingual (Spanish - medical terminology).
• Clinical judgment, critical thinking, and decision-making skills.

Benefits

• Comprehensive benefits package.
• Incentive and recognition programs.
• Equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements).
• Hourly pay for this role will range from $28.94 to $51.63 per hour based on full-time employment.

Application Deadline

This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants.