Bilingual English / Spanish - Patient Outreach Coordinator

UnitedHealth Group•Arcadia, CA

2d•$16 - $29•Hybrid

About The Position

Optum CA is seeking a bilingual English- and Spanish-speaking Patient Outreach Coordinator to join its team in Arcadia, California. The position is part of Optum Care Delivery, and its primary responsibility is to make outbound calls to senior members and schedule appointments. The role also supports members by coordinating with care providers and internal specialists, following through on problems, and helping members navigate healthcare-related processes. This is a full-time, Monday-through-Friday position with an 8-hour schedule during normal business hours of 8:00 a.m. to 5:00 p.m. PST. The position follows an office-based schedule with three in-office days per week, and occasional overtime or weekend work may be needed based on business needs. Up to two weeks of on-the-job training are provided, with training hours aligned to the employee’s schedule. The role is based at the office at 450 E Huntington Dr, Arcadia, CA 91006. Employees must live within commuting distance and, when working remotely, meet the stated privacy and internet requirements. The role offers a salary range of $16 to $29 per hour, based on full-time employment and factors including local labor markets, education, work experience, and certifications. Benefits include a comprehensive benefits package, incentive and recognition programs, an equity stock purchase plan, and a 401(k) contribution, subject to eligibility requirements.

Requirements

High school diploma or GED, or equivalent work experience.
Must be at least 18 years old.
At least 1 year of customer service experience in healthcare.
Fluency in English and Spanish.
Experience using computers and Windows-based programs.
Experience with Microsoft Word, Microsoft Excel, Microsoft Outlook, and Microsoft Teams.
Ability to work full time Monday through Friday on an 8-hour schedule during business hours of 8:00 a.m. to 5:00 p.m. PST, with occasional overtime as needed.
Reside within commuting distance of the office at 450 East Huntington Drive, Arcadia, California.
Ability to keep company-sensitive documents secure, if applicable.
Ability to establish a dedicated work area separate from other living areas that provides information privacy.
Must live in a location that can receive a UnitedHealth Group-approved high-speed internet connection or have existing high-speed internet service.
Demonstrated ability to listen skillfully, gather relevant information, identify immediate requests, and determine members’ current and future needs.
Proficient problem-solving skills to assess situations and formulate recommendations.
Ability to explain healthcare terminology and complex processes in clear, step-by-step instructions.
Flexibility to adapt communication approaches to different member communication styles and personalities.
Conflict-management skills, including resolving stressful situations and demonstrating resilience.
Ability to proactively identify and meet member needs.
Remote employees must adhere to UnitedHealth Group’s Telecommuter Policy.
Must pass a drug test before beginning employment.

Nice To Haves

At least 1 year of experience making outbound calls in a call center.
Knowledge of HMO insurance plans.
Experience handling technical phone calls.
Fluency in Chinese, Cambodian, Vietnamese, or Korean.

Responsibilities

Make outbound calls to senior members and schedule visits.
Make appointment reminder calls the day before scheduled appointments.
Intervene with care providers, including doctors’ offices, on behalf of members to assist with appointment scheduling or connections with internal specialists.
Own member problems through resolution in real time or through comprehensive and timely follow-up.
Research complex issues across multiple databases and work with support resources or partners to resolve member issues and escalations.
Meet performance goals for efficiency, call quality, member satisfaction, first-call resolution, and attendance.
Work scheduled shifts within operating hours, with flexibility to adjust daily schedules and work overtime and/or weekends as needed.
Perform other duties as assigned.