Telephonic Care Navigator - Remote in NY

Optum; City of White Plains (NY); Remote; Full time

Job summary

A leading healthcare organization seeks a Telephonic Care Navigator to enhance health outcomes by connecting members with care and resources. This full-time remote role requires strong customer service skills and the ability to work flexible hours. Ideal candidates will have experience in call centers and healthcare, with proficiency in Microsoft Office. Join a diverse team dedicated to improving community health.

Benefits

Comprehensive benefits

Incentives

Stock purchase options

401k

Qualifications

• At least 1 year of experience in call centers or telephonic customer service.
• Experience in healthcare, insurance, social work, community outreach, or advocacy.

Responsibilities

• Complete telephonic outreach to members and assist in closing care gaps.
• Schedule provider appointments and connect members to community resources.
• Achieve quality and performance metrics.

Skills

Problem-solving

Customer Service

Bilingual

Education

High School Diploma / GED

Tools

Microsoft Word

Microsoft Excel

Microsoft Outlook

Job description

Telephonic Care Navigator - Remote in NY

Join to apply for the Telephonic Care Navigator - Remote in NY role at Optum.

Optum is a global organization that delivers care, aided by technology, to help millions of people live healthier lives. Your work will directly improve health outcomes by connecting people with care, pharmacy benefits, data, and resources. We foster a culture guided by diversity and inclusion, talented peers, comprehensive benefits, and career development opportunities. Make an impact on communities and help advance health equity worldwide. Join us to start Caring. Connecting. Growing together.

Care Navigators will carry a caseload, work with clinical staff, coordinate care with providers, schedule appointments, arrange transportation, inform members of benefits, check for upcoming appointments, and identify gaps in care.

This is a full-time position, Monday to Friday. Flexibility to work any 8-hour shift during our business hours (9:00 am - 5:30 pm) is required, with occasional overtime possible. Training includes 2 weeks in a classroom and 1 week of on-the-job training, conducted virtually from home. If located in NY, remote work flexibility is available.

Primary Responsibilities

• Complete telephonic outreach to DSNP/CSNP members via auto-dialer, manual, and inbound calls.
• Educate members on care gaps and assist in closing them, including scheduling provider appointments.
• Assist with social determinants of health and connect members to community resources.
• Ensure members have access to PCPs.
• Outreach members on caseload, meeting program guidelines.
• Achieve quality and performance metrics.
• Provide excellent customer service to members and providers.
• Maintain schedule adherence and good attendance.
• Handle confidential health information per regulations including HIPAA.

Required Qualifications

• High School Diploma / GED or equivalent experience.
• Must be 18 or older.
• At least 1 year of experience in call centers or telephonic customer service.
• At least 1 year of office experience using telephone and computer.
• Experience in healthcare, insurance, social work, community outreach, or advocacy.
• Problem-solving skills in customer service.
• Proficiency in Microsoft Word, Excel, and Outlook.
• Ability to work from home with high-speed internet.
• Availability for 3 weeks of training, conducted virtually.
• Flexibility to work scheduled shifts between 9:00 am and 5:30 pm, with possible overtime.

Preferred Qualifications

• Background in Social Work, Public Health, or related fields.
• Bilingual in English and Spanish or other languages.
• Previous telecommuting experience.
• Medicaid or Medicare experience.
• Knowledge of medical terminology.

Telecommuting Requirements

• Reside within NY state.
• Secure a dedicated, private work area.
• Have access to high-speed internet.

Soft Skills

• Ability to meet metrics and goals.
• Comfort working on the phone and multiple systems simultaneously.
• Proactive in outreach without prior engagement.
• Excellent organizational and telephone etiquette skills.
• Adherence to telecommuting policies.

The hourly range is $19.86 to $38.85, based on experience and other factors. Benefits include comprehensive packages, incentives, stock purchase options, and 401k. We are committed to diversity, equity, and inclusion, and an equal opportunity employer. Candidates must pass a drug test prior to employment.