Telephonic Care Navigator
About The Position
This full-time remote position is based in North Carolina. Telephonic Care Navigators conduct outreach to DSNP/CSNP members and make each contact informative, productive, positive, and supportive. The role assists members with care needs, gaps in care, provider access, and social determinants of health by connecting them with appropriate appointments and community resources. The schedule is Monday through Friday, with flexibility to work an eight-hour shift during normal business hours of 9:00 a.m. to 5:30 p.m. local time. Occasional overtime may be necessary. Training consists of two weeks in the classroom and two weeks of on-the-job training/precepting, scheduled from 9:00 a.m. to 5:30 p.m. Eastern. Employees must attend all four weeks of training; time-off requests will not be accommodated during that period. The position requires a dedicated, private home work area, secure handling of company-sensitive documents, and access to an approved high-speed internet connection. Employees working remotely must comply with UnitedHealth Group’s Telecommuter Policy. The hourly pay range is $20–$36, based on full-time employment and factors such as local labor markets, education, work experience, and certifications. Benefits include a comprehensive benefits package, incentive and recognition programs, an equity stock purchase program, and a 401(k) contribution, subject to eligibility requirements. Candidates must pass a drug test before beginning employment.
Requirements
- High school diploma/GED or equivalent work experience.
- Must be at least 18 years of age.
- At least 1 year of call center and/or telephonic customer service experience.
- At least 1 year of professional office experience using a telephone and computer as primary tools 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 an eight-hour shift during business hours of 9:00 a.m.–5:30 p.m. local time; occasional overtime may be necessary.
- Must reside in North Carolina.
- Ability to keep company-sensitive documents secure, if applicable.
- Must establish a dedicated work area separated from other living areas that provides information privacy.
- Must live where an approved high-speed internet connection can be received or have existing high-speed internet service.
- Ability and comfort maintaining departmental metrics and goals.
- Comfort working on the phone and in multiple computer systems simultaneously while assisting members.
- Comfort making outreach to members without prior engagement.
- Excellent organizational skills.
- Telephone etiquette.
- Must adhere to UnitedHealth Group’s Telecommuter Policy when working remotely.
- Must pass a drug test before beginning employment.
Nice To Haves
- Education 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 help close those gaps, including scheduling provider appointments.
- Assist members with social determinants of health and connect them to 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.
Benefits
- Comprehensive benefits package, subject to eligibility requirements.
- Incentive and recognition programs.
- Equity stock purchase program, subject to eligibility requirements.
- 401(k) contribution, subject to eligibility requirements.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
