Call Center Nurse RN, HouseCalls - Remote

UnitedHealth Group • Columbia, MD

11h • Remote

About The Position

Optum Home & Community Care, part of the Optum family of businesses, is creating something new in health care. We are uniting industry-leading solutions to build an integrated care model that holistically addresses an individual’s physical, mental and social needs - helping patients access and navigate care anytime and anywhere. As a team member of our Optum HouseCalls team, together in an interdisciplinary care environment, we help patients navigate the health care system and connect them to key support services. This preventive care can help patients stay well at home. We’re connecting care to create a seamless health journey for patients across settings. Join us to start Caring. Connecting. Growing together.
The HouseCalls Clinical Support Team (HCCST) supports Advanced Practice Clinicians in the HouseCalls program by providing telephonic consultation to plan members post HouseCalls visit. This position is completely telephonic in a call center environment.
Goals of the program include providing a one-time outreach to members for follow up post HouseCalls visit to provide education and clarification on any concerns raised during their HouseCalls visit. The main objective of this program is to ensure successful transition of care from the HouseCalls Advanced Practice Clinician back to the members Primary Care Provider.
This team includes nurse care managers and social workers. The Nurse Care Manager (NCM) will report directly to the Manager/or Director of Clinical Operations of HCCST. The NCM interacts via telephonic consult with members and providers to assist with education and clarification on any concerns raised during the HouseCalls visit and ensure the member has/or assist in obtaining an appointment with the provider to transition care. They work to ensure members receive quality customer service by answering questions, addressing concerns, providing education, providing resource information, and entering referrals.
You’ll enjoy the flexibility to work remotely from the Central or Eastern time zones as you take on some tough challenges.
The schedule is Monday through Friday from 9AM to 5:30PM Eastern or 9AM to 5:30PM Central respectively.
Must live in either the Central or Eastern time zones

Requirements

• Current, unrestricted Compact RN (Registered Nurse) license in the state of residence
• Willing and able to obtain additional licensure in assigned states within 6 months of hire
• 3+ years of clinical experience in a hospital, acute care, home health / hospice, direct care, or case management position
• Computer/typing proficiency to enter and retrieve data in electronic clinical records
• Proficient with Microsoft Word, Outlook, and Excel
• Proven ability to communicate complex or technical information in a manner that others can understand and the ability to understand and interpret complex information from others
• Proven ability to perform positively and efficiently in production driven environment
• Dedicated, distraction-free space in home and access to company approved high-speed internet (Broadband Cable, DSL, Fiber)
• Reside in the Central or Eastern time zone

Nice To Haves

• Telephonic case management experience
• Home care / field based case management
• Medicaid, Medicare, or managed care experience
• Experience working remotely from home
• Experience working in a call center environment
• Experience working in a metrics-driven environment
• Demonstrated excellent customer service skills
• Proven solid problem-solving skills
• All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter Policy

Responsibilities

• Perform telephonic outreach to members identified by the Advance Practice Clinician for specific referral related issues
• Ensure member has scheduled appointment with Primary Care Provider (PCP)/specialty provider; help scheduling appointment, if needed
• Refer members to internal departments such as Social Work, or Clinical Help Desk when appropriate
• Gather clinical information telephonically from patient/family
• Assist patients/members with urgent needs requiring acute intervention that arise during the call
• Identify triggers for hospitalization and barriers to meeting healthcare goals as they arise during the call
• Complete required documentation in compliance with auditing standards and policies
• Provide patient/family education on disease process and trigger management that arise during the call or are directly related to referral reasons
• Assist with connections to appropriate community resources if needed
• Understand and maintain confidentiality of legal and ethical issues
• Maintain compliance with all HIPAA (Health Insurance Portability and Accountability Act) regulations
• Enhance the experience of both internal and external customers by providing excellent customer service while maintaining production metrics
• Serve as a clinical resource and consultant for other clinicians
• Attend and participate in team huddles and staff meetings
• Work with Supervisor to identify system improvements that could be made to drive operational advancements and efficiencies
• Provide cross-coverage support across the team and assist with special projects, as needed
• Assume other duties as assigned and directed by the Supervisor or Manager of Clinical Call Center Operations

Benefits

• 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).

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed