Pre - Visit Care Connector

UnitedHealth Group•Tampa, FL

6h•Remote

About The Position

This position is Remote in Eastern, Central, OR Mountain Time Zone. 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. The HouseCalls Care Connections team is responsible for coordination of Pre-Visit assessments before HouseCalls Visits to ensure accurate up to date information is documented, including communication with providers (both internal and external) as well as members, and their families. The HouseCalls Care Connectors work in a fast-paced, high volume, call center environment, virtually, from their own home, to provide immediate care coordination needs via telephonic inbound and outbound calls.

Requirements

High School Diploma / GED OR equivalent work experience
Must be 18 years of age OR older
2+ years of call center and / OR telephonic customer service experience, preferably in healthcare
2+ years of healthcare experience and / OR social work / community outreach / advocacy experience
1+ years of experience collecting and documenting medical history information and using medical terminology
Work experience using Microsoft Word (edit, create and save documents), Microsoft Excel (sorting and filtering data), and Microsoft Outlook (email, folders, attachments and calendaring)
Ability to work during our normal business hours of 9:45am - 6:15pm CST, including the flexibility to work occasional overtime or weekends, based on business need
Reside within the Eastern, Central, OR Mountain Time Zone
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
Ability to connect directly into internet - via hard wire (either directly to modem or router)
Must be comfortable working in a fast-paced, high-volume, call center environment
Must be able and comfortable with meeting / exceeding metrics and goals within the department
Must be comfortable working on the phone and navigate multiple systems on the computer simultaneously while assisting / serving members
Must be comfortable making telephonic outreach to members without prior engagement
Excellent Organizational skills
Telephone etiquette: Demonstrate professionalism and compassion
All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter Policy

Nice To Haves

Experience working as a Licensed Practical Nurse (LPN), Certified Medical Assistant (CMA), Community Health Worker (CHW), OR Certified Nursing Assistant (CNA)
Experience working with Medicare and / OR Medicaid members / patients
Experience working successfully as a telecommuter
Ability to work in the local office if / when system OR internet issues occur
Bilingual fluency in English and Spanish

Responsibilities

Completes telephonic outreach to members utilizing auto-dialer and manual dialing
Receive inbound calls from members and transfers from other departments
Influences member to fully complete the Pre-Visit Assessment
Ask member assessment questions and actively listen to member responses
Accurately document demographic and medical history information in the Pre-Visit assessment
Ensures member has access to Primary Care Provider (PCP)
Identifies and documents gaps in care, preventative screenings, allergies, and surgeries
Provides excellent customer service to both members and providers
Consistently meets metrics, for quality, productivity, and outcomes
Constantly maintains schedule adherence and good attendance
Maintains confidential health information according to state and federal regulations including HIPAA