Floater Telephonic Care Navigator - Remote in CST

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 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 work our normal business hours of 9:00am - 5:30pm local time. It may be necessary, given the business need, to work occasional overtime or weekends.

We offer 3 weeks of paid training. The hours during training will be an 8-hour shift between 9:00am - 5:30pm local time, Monday - Friday.

If you are located within Central Time Zone, you will have the flexibility to telecommute* (work from home) 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
• Must be 18 years of age or older
• 1+ years of experience analyzing and solving customer problems
• 1+ years of call center and / or telephonic customer service experience
• 1+ years of Healthcare/ insurance experience and/or Social work/community outreach/advocacy experience
• 1+ years of professional experience in an office setting using the telephone and computer as the primary instruments to perform the job duties
• Work experience using Microsoft Word (edit, create & save documents), Microsoft Excel (sorting & filtering data), and Microsoft Outlook (email, folders, attachments and calendaring)
• Ability 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

Preferred Qualifications:

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

Telecommuting Requirements:

• Reside within Central Time Zone
• 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.

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

*All employees working remotely will be required to adhere to UnitedHealth Group's Telecommuter Policy

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.

Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity / Affirmative Action employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

UnitedHealth Group is a drug - free workplace. Candidates are required to pass a drug test before beginning employment.

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