Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together.
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 9:00 AM – 5:30 PM local time.
We offer 3 weeks of paid training (2 weeks in classroom and 1 week of on-the-job / precepting). The hours of the training will be based on schedule or will be discussed on your first day of employment. Training will be conducted virtually from your home.
If you are located within the state of Alabama, you will have the flexibility to work remotely* as you take on some tough challenges.
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 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
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 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 (create, edit, & save documents), Microsoft Excel (sorting & filtering data), and Microsoft Outlook (email, folders, attachments, and calendaring)
- Ability to attend 100% of the 3-week training period. Time off requests will not be accommodated during this time.
- Ability to work any of our 8-hour shift schedules during our normal business hours of 9:00 AM – 5:30 PM local time from Monday – Friday
Preferred Qualifications:
- Social Work, Public Health, OR related field
- Medicaid and / OR Medicare experience
- Experience in working with medical terminology
- Bilingual fluency in English and Spanish OR any other language
- Previous experience as a telecommuter
Telecommuting Requirements:
- Reside within the state of Alabama
- 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
- Ability to work from home (access to high-speed broadband)
Soft Skills:
- Able and comfortable with maintaining metrics and goals within the department
- Comfortable with working on the phone and multiple systems on the computer simultaneously while assisting members
- Comfortable with making outreach to members without prior engagement
- Excellent organizational skills
- Telephone etiquette
*All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter Policy
The hourly range for this role is $19.86 to $38.85 per hour based on full-time employment. Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. UnitedHealth Group complies with all minimum wage laws as applicable. 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.
At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone–of every race, gender, sexuality, age, location, and income–deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups, and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes — an enterprise priority reflected in our mission.
UnitedHealth Group is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.
