Telephonic Care Navigator
About The Position
The Telephonic Care Navigator conducts telephonic outreach to DSNP/CSNP members and helps them connect with care and resources. This remote position is based in Georgia and is full-time, Monday through Friday. Employees must be flexible to work any assigned 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 a classroom and two weeks of on-the-job training/precepting, scheduled from 9:00 a.m. to 5:30 p.m. Eastern Time. Time-off requests are not accommodated during the four-week training period. The role includes educating members about gaps in care, helping close those gaps—including scheduling provider appointments—and addressing social determinants of health by connecting members with community resources. The navigator helps ensure members can access a primary care provider, provides excellent service to members and providers, meets quality and performance metrics, maintains schedule adherence and attendance, and handles confidential health information in accordance with state and federal regulations, including HIPAA. Remote workers must reside in Georgia, maintain a dedicated private work area, secure sensitive company documents, and use an approved wired high-speed internet connection. Employees must comply with UnitedHealth Group’s Telecommuter Policy. The hourly pay range is $20.00–$36.00, based on full-time employment and factors including 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 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 and flexibility to work assigned eight-hour shifts during normal business hours of 9:00 a.m. to 5:30 p.m. local time; occasional overtime may be necessary.
- Must reside in Georgia.
- Ability to secure sensitive company documents, if applicable, and maintain a dedicated work area separate from other living areas that provides information privacy.
- Must have access to an approved wired high-speed internet 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 cannot be used.
- Ability and comfort maintaining departmental metrics and goals.
- Comfort working on the phone and in multiple computer systems simultaneously while assisting members.
- Comfort conducting outreach to members without prior engagement.
- Excellent organizational skills and telephone etiquette.
- Must adhere to UnitedHealth Group’s Telecommuter Policy.
- Must pass a drug test before beginning employment.
Nice To Haves
- Social Work, Public Health, or a related field.
- Medicaid and/or Medicare experience.
- Experience working with medical terminology.
- Bilingual fluency in English and Spanish or another language.
Responsibilities
- Complete telephonic outreach to DSNP/CSNP members using auto-dialer, manual, and inbound calls.
- Educate members about gaps in care and assist with closing those gaps, including scheduling provider appointments.
- Assist members with social determinants of health and connect them with community resources.
- Help 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 according to state and federal regulations, including HIPAA.
Benefits
- Comprehensive benefits package, subject to eligibility requirements.
- Incentive and recognition programs.
- Equity stock purchase program.
- 401(k) contribution, subject to eligibility requirements.
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What This Job Offers
Job Type
Full-time
Education Level
High school or GED
