Telephonic Care Navigator

UnitedHealth Group; Greensboro (NC); Remote; USD 28,000 - 50,000; Full time

Job summary

UnitedHealth Group in North Carolina is seeking Telephonic Care Navigators to conduct outreach and assist DSNP/CSNP members from a remote home office. You will educate members on gaps in care, help arrange provider appointments, and support access to primary care while maintaining high compliance with HIPAA.

The role is full-time, with standard 9:00am–5:30pm local hours and occasional overtime. Candidates should have healthcare or insurance experience and strong customer service skills.

Qualifications

• High School Diploma or GED or equivalent experience.
• 18 years of age or older.
• 1+ year of call center or telephonic customer service experience.
• Office setting using telephone and computer as primary tools.
• Healthcare/insurance or social work experience preferred.
• Must have access to high-speed home internet and be able to work from home.
• Full-time availability Monday–Friday, 9:00am–5:30pm with possible overtime.

Responsibilities

• Make telephonic outreach to DSNP/CSNP members using multiple modes.
• Educate members on gaps in care and help schedule provider appointments.
• Assist with social determinants of health and connect to community resources.
• Ensure members have access to PCP and maintain scheduling adherence.
• Meet quality and performance metrics and provide excellent service.
• Maintain confidentiality of health information per HIPAA and laws.

Skills

Metrics

Phone calls

Outreach

Organizational skills

Telephone etiquette

Education

High School Diploma / GED

Tools

Microsoft Word

Microsoft Excel

Microsoft Outlook

Job description

This position is Remote in North Carolina. You will have the flexibility to work remotely* as you take on some tough challenges.

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 inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization 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 9:00am - 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 9:00am-5:30pm Eastern.

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

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 (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

Preferred Qualifications:

• Social Work, Public Health OR related field
• 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:

• Must reside in the state of North Carolina
• 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

Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer 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 us, you'll find a far-reaching choice of benefits and incentives. The hourly pay for this role will range from $20 - $36 per hour based on full-time employment. We comply with all minimum wage laws as applicable.

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.