Behavioral Health Escalation Advocate - Remote

UnitedHealth Group; Maryland Heights (MO); Remote; USD 59,000 - 117,000; Full time

Job summary

An established industry player is looking for an Escalations Advocate to join their dynamic team. This role offers the opportunity to work remotely while tackling complex challenges in the healthcare sector. You will be responsible for managing escalated issues, conducting thorough analyses, and collaborating across multiple teams to ensure timely resolutions. If you are detail-oriented with strong analytical skills and a passion for improving health outcomes, this position is perfect for you. Join a supportive team that values diversity and inclusion, and make a real impact in the communities you serve.

Benefits

Comprehensive Benefits Package

Incentive and Recognition Programs

Equity Stock Purchase

401k Contribution

Qualifications

• 5+ years of behavioral health care experience.
• 3+ years of customer service experience in healthcare.

Responsibilities

• Manage urgent and non-urgent issues efficiently.
• Analyze issues and communicate findings effectively.

Skills

Analytical Skills

Customer Service

Communication Skills

Problem Solving

Education

Behavioral Health Clinical Licensure

RN with Psychiatric Experience

Tools

Linx

ICUE

OCM

Windows PC Applications

Job description

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.

The Escalations Advocate is an individual contributor role responsible for an exciting variety of responsibilities in Specialty Networks of OptumHealth. We are looking for someone with strong analytical skills, who can think critically. The perfect candidate is detail oriented, yet can see the big picture, can work within and across multidisciplinary teams, build relationships and has a positive personality. We are seeking lifelong learners who stay up to date on regulations, industry trends and advancements in the field, in addition to constantly developing their personal skillset. Our team members are sought out as a valued experts by our case partners, accounts, and customers.

***Working hours for this position is Monday-Friday, 10:30am – 7:00pm CST***

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

Primary Responsibilities:

• Extensive work experience, possibly in multiple operational areas.
• Manage a challenging role in a fast – paced environment.
• Achieve timely resolution to urgent and non – urgent issues, most of our issues turn around in 48 hrs.
• Synthesize and communicate complex information in understandable terms both verbally and written.
• Support issue resolution for a variety of internal and external customers.
• Critically analyze issues from multiple angles to determine the root cause and next steps.
• Analyze issues including conducting a root cause analysis by identifying potential compliance, process, or systemic breakdowns and communicate findings to management and issue resolution partners.
• Able communicate effectively with state agencies, regulators, external customers, clinical medical directors, and senior leadership.
• Utilize expertise to support issue resolution.
• Collaborate and coordinate across multiple teams, departments, and representatives.
• Recognize trends with escalated issues and identity, carry out or coordinate preventative action.
• Develop effective working relationships with the applicable internal and external customers.
• Ability to conduct quick and thorough in-depth research across many systems and platforms (Iset, Linx, Unet, Facets, etc.)
• Work independently.
• Mentor and develop other team members.
• Hold others accountable for resolution activities.
• Review the work of others to assess accuracy with process requirements.
• Develop innovative approaches to issue resolution.

This role is challenging but rewarding. The leadership team and colleagues on the team are supportive and will assist you with clear guidance, coaching and direction on what it takes to succeed. Our team and team member are regularly recognized for their performance and the quality of our work.

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:

• Behavioral Health Clinical licensure to practice at the independent level (i.e., LPC, LCSW, LMFT, LMHC, etc.), or an RN with 2+ years of psychiatric experience
• 5+ years of behavioral health care experience
• 3+ years of customer service experience in the healthcare industry
• Knowledge of or State and Federal regulations that govern commercial health insurance
• Proficiency with computer and Windows PC applications
• Proficiency with Linx, ICUE, OCM
• Designated workspace and access to install secure high-speed internet via cable/DSL in home

Preferred Qualifications:

• Experience with or a willingness to learn behavioral health appeals/claims
• Optum Care Advocacy or UM experience
• Assessment and Triage experience

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

The salary range for this role is $59,500 to $116,600 annually 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.

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.

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.

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