Telephonic Care Navigator

UnitedHealth Group • Charlotte, NC

314d • $19 - $38 • Remote

About The Position

Optum Home & Community Care, part of the UnitedHealth Group 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 At Home product, together with an interdisciplinary care team 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 care settings. Join us to start Caring. Connecting. Growing together. Our Care Navigators have a serious responsibility to make every contact informative, productive, positive, and memorable for what it says about how much we care. Care Navigators will carry a case load and will work with clinical staff. Coordinate care with providers, schedule appts, arrange transportation, make sure members are aware of all their benefits, check for upcoming appts and schedule & identify gaps for members. Mostly outbound calling but blended with a few incoming callings using auto dialer and manual dialing. This position is full-time, Monday - Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 9:00am - 5:30pm EST. It may be necessary, given the business need, to work occasional overtime. We offer 3 weeks of on-the-job training. The hours during training will be 9:00am - 5:30pm local time, Monday - Friday.

Requirements

• High School Diploma / GED
• Must be 18 years of age OR older
• 1+ years of Healthcare / insurance experience and / OR Social work / community outreach / advocacy experience
• 1+ years of call center and / OR telephonic customer service experience
• 1+ years of professional experience in an office setting using the telephone and computer as the primary instruments to perform the job duties
• 1+ years of experience analyzing and solving customer problems
• 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 Monday - Friday, during our normal business hours of 9:00am - 5:30pm EST, including the flexibility to work occasional overtime, based on the business need

Nice To Haves

• Bilingual fluency in English and Spanish OR other language
• Medicaid and / OR Medicare experience
• Experience working with medical terminology
• Social Work, Public Health OR related field

Responsibilities

• Completes telephonic outreach to DSNP/CSNP members utilizing multiple outreach modes: including auto-dialer, manual and inbound calls
• Educates member on gaps in care and assists with closure of gaps, including scheduling provider appointments
• Assists members with social determinants of health and links to community resources
• Ensures member has access to PCP
• Outreaches members on caseload consistent with program guidelines
• Consistently meets metrics, both quality & performance
• Provides excellent customer service to both members and providers
• Constantly maintains schedule adherence and good attendance
• Maintains confidential health information according to state and federal regulations including HIPAA

Benefits

• Comprehensive benefits package
• Incentive and recognition programs
• Equity stock purchase
• 401k contribution

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Insurance Carriers and Related Activities
• Education Level: High school or GED