Telephonic Care Navigator

UnitedHealth Group•Aberdeen, WA

1d•$20 - $36•Remote

About The Position

The Telephonic Care Navigator works remotely from Washington or Oregon and conducts telephonic outreach to DSNP/CSNP members. The role helps members understand and close gaps in care, schedule provider appointments, access a primary care provider, and connect with community resources for social determinants of health. Navigators are expected to provide positive, informative service to members and providers while meeting quality and performance metrics and maintaining schedule adherence, attendance, and confidentiality in accordance with HIPAA and other state and federal regulations. This is a full-time, Monday-through-Friday position. Employees must be flexible to work an eight-hour shift scheduled during normal business hours of 9:00 a.m. to 5:30 p.m. local time, with occasional overtime possible. Training consists of two weeks in a classroom and two weeks of on-the-job training/precepting, scheduled from 8:00 a.m. to 4:30 p.m. Pacific. Full attendance is required throughout the four-week training period; time-off requests will not be accommodated during training. Remote employees must meet UnitedHealth Group’s telecommuter requirements and policy, including maintaining a private, dedicated work area and a wired, approved high-speed internet connection. The role pays $20–$36 per hour, based on factors including location, education, experience, and certifications. Benefits are subject to eligibility requirements.

Requirements

High school diploma/GED or equivalent work experience.
Must be at least 18 years old.
At least 1 year of call center and/or telephonic customer service experience.
At least 1 year of professional office experience using the telephone and computer as primary instruments for performing job duties.
At least 1 year of healthcare/insurance experience and/or social work, community outreach, or advocacy experience.
At least 1 year of experience analyzing and solving customer problems.
Experience using Microsoft Word to edit, create, and save documents; Microsoft Excel to sort and filter data; and Microsoft Outlook for email, folders, attachments, and calendaring.
Ability to work from home with access to high-speed broadband.
Ability to attend 100% of the four-week training period; time-off requests will not be accommodated during training.
Ability to work full time, Monday through Friday, with flexibility for any eight-hour shift during normal business hours of 9:00 a.m. to 5:30 p.m. local time and occasional overtime as needed.
Reside in Oregon or Washington.
Ability to secure company-sensitive documents, if applicable.
Ability to establish a dedicated work area separated from other living areas that provides information privacy.
Live somewhere that can receive an approved high-speed internet connection or use existing high-speed service. A wired cable, DSL, or fiber connection is required, with a minimum speed standard of 25 Mb download and 10–15 Mb upload; satellite, hotspot, and line-of-sight antenna wireless services are not permitted.
Comfort maintaining departmental metrics and goals.
Comfort using the phone and multiple computer systems simultaneously while assisting members.
Comfort conducting outreach to members without prior engagement.
Excellent organizational skills and telephone etiquette.
Adhere to UnitedHealth Group’s Telecommuter Policy if working remotely.
Pass a drug test before beginning employment.

Nice To Haves

Experience in social work, public health, or a related field.
Bilingual fluency in English and Spanish or another language.
Experience as a telecommuter.
Medicaid and/or Medicare experience.
Experience working with medical terminology.

Responsibilities

Complete telephonic outreach to DSNP/CSNP members using auto-dialer, manual, and inbound calls.
Educate members about gaps in care and assist in closing those gaps, including scheduling provider appointments.
Assist members with social determinants of health and connect them with community resources.
Ensure members have access to a primary care provider.
Conduct outreach consistent with program guidelines.
Meet quality and performance metrics.
Provide excellent customer service to members and providers.
Maintain schedule adherence and good attendance.
Protect confidential health information in accordance with state and federal regulations, including HIPAA.