LPN Call Center - Remote in Tampa, FL

UnitedHealth Group•Tampa, FL

17h•Remote

About The Position

Explore opportunities with WellMed, part of the Optum family of businesses. We believe all patients are entitled to the highest level of medical care. Here, you will be part of a team who shares your passion for helping people achieve improved health outcomes. Explore rewarding opportunities for physicians, clinical staff and non-patient-facing roles. Join us and discover the meaning behind Caring. Connecting. Growing together. Working in a call center environment under supervision, this position handles inbound calls from patients, patient representatives, providers and other medical staff. Practicing quality clinical skills and strictly adhering to established protocols, handles patient inquiries and requests. When appropriate, refers medically related inquiries/requests and complaints to clinic staff for intervention and resolution. Also assists callers with general contacts including, but not limited to, appointment scheduling, general facility and provider information, general requests, medical records requests and issue resolution. If you are located in the state of Florida, you will enjoy the flexibility to work remotely as you take on some tough challenges. 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. 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.

Requirements

High School Diploma or GED
Current unrestricted Florida LPN license or compact license
2+ years of experience in healthcare environment with direct customer contact

Nice To Haves

Medical office experience
Electronic medical records experience
Ability to respond appropriately to patient questions regarding tests and treatments
Computer experience (data entry, screen navigation, keyboarding)
Bilingual (English and Spanish)

Responsibilities

Work effectively in a structured, production environment
Adhere to daily schedules and assignments
Strictly adheres to established advanced protocols to handle incoming contacts including, but not limited to, prescription refill requests, lab results, x-ray results, medical triage assessments, medical inquiries and referral requests
Assists callers with general contacts including, but not limited to, appointment scheduling, general facility and provider information, general requests, medical records requests and issue resolution
Verify and update patient information in the clinical information system
When appropriate, assigns electronic tasks to clinic staff to intervene with medically related inquiries and requests and to address concerns
Contact patients to remind of appointments
Contact patients to communicate special outbound call campaign messaging
Review patient chart (in EMR) to ensure core measures are being addressed and met per protocol and takes appropriate action when they are not, i.e., schedule services
Assist patients with identification of and connectivity to community and program resources to assist with non-medical needs, (Pharmacy assistance programs, meals on wheels, LIS)
Document thoroughly all calls and actions taken within core systems