Telephonic Care Navigator

UnitedHealth Group•St. Louis, MO

7d•$20 - $36•Remote

About The Position

Optum is seeking a Telephonic Care Navigator to connect members with care, pharmacy benefits, data, and resources that support healthier lives. This remote position is available to candidates residing in Missouri or Mississippi. The role involves making member contacts informative, productive, positive, and reflective of the organization's commitment to care. The position is full-time, Monday through Friday. Employees must be flexible to work any assigned eight-hour shift within normal business hours of 9:00 a.m. to 5:30 p.m. local time, and occasional overtime may be needed. Training consists of two weeks of classroom instruction and two weeks of on-the-job training or precepting, scheduled from 9:00 a.m. to 5:30 p.m. Eastern. Employees must attend the entire four-week training period; time-off requests will not be accommodated during training. Remote employees must meet the organization's telecommuting requirements, including having a private, dedicated work area and an approved wired high-speed internet connection. The role requires secure handling of company-sensitive documents and adherence to the Telecommuter Policy. Employees are also expected to protect confidential health information in accordance with state and federal regulations, including HIPAA. The role offers a salary range of $20–$36 per hour, based on 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 401(k) contribution, subject to eligibility requirements. The company states its commitment to environmental impact mitigation and equitable care that addresses health disparities and improves health outcomes.

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-setting experience using the telephone and computer as primary instruments for 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, and flexibility to work any assigned eight-hour shift during 9:00 a.m.–5:30 p.m. local business hours; occasional overtime may be necessary.
Must reside in Missouri or Mississippi.
Ability to secure company-sensitive documents, if applicable.
Must have a dedicated work area separated from other living areas that provides information privacy.
Must have a location that can receive an approved high-speed internet connection or an existing high-speed wired connection (cable, DSL, or fiber) meeting the minimum standard of 25 Mbps download and 10–15 Mbps upload; satellite, hotspot, and line-of-sight antenna wireless services are not permitted.
Must be able and comfortable maintaining departmental metrics and goals.
Must be comfortable using the phone and multiple computer systems simultaneously while assisting members.
Must be comfortable making outreach to members without prior engagement.
Excellent organizational skills.
Telephone etiquette.

Nice To Haves

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 help close those gaps, including by 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 (PCP).
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.
Maintain confidential health information in accordance with state and federal regulations, including HIPAA.