Telephonic Care Navigator
About The Position
The Telephonic Care Navigator conducts outreach to DSNP/CSNP members and helps them access care and community resources. The role educates members about gaps in care, supports closure of those gaps—including scheduling provider appointments—and ensures members have access to a primary care provider. Navigators follow program guidelines, meet quality and performance metrics, provide excellent service to members and providers, maintain schedule adherence and attendance, and protect confidential health information in accordance with state and federal regulations, including HIPAA. This is a full-time remote position for people residing in Colorado, with Monday–Friday schedules. Employees must be flexible to work any eight-hour shift during normal business hours of 9:00 a.m.–5:30 p.m. local time, and occasional overtime may be needed. Training consists of two weeks in a classroom and two weeks of on-the-job training/precepting, scheduled 8:00 a.m.–4:30 p.m. Pacific. Remote employees must meet the company’s telecommuter requirements, including a private dedicated work area and approved wired high-speed internet. The hourly pay range is $20–$36, based on factors including local labor markets, education, work experience, and certifications. The employer offers a benefits package, incentive and recognition programs, an equity stock purchase plan, and 401(k) contribution, 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 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; Excel to sort and filter data; and 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 this period.
- Ability to work full time Monday through Friday, with flexibility to work any eight-hour shift during normal business hours of 9:00 a.m.–5:30 p.m. local time; occasional overtime may be necessary.
- Reside in Colorado.
- Ability to keep company-sensitive documents secure, if applicable.
- Dedicated work area separated from other living areas that provides information privacy.
- Access to a UnitedHealth Group-approved high-speed internet connection or existing wired cable, DSL, or fiber service meeting the minimum standard of 25 Mb download and 10–15 Mb upload; satellite, hotspot, and line-of-sight antenna wireless services cannot be used.
- Ability and comfort maintaining department 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.
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 with closing 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 in accordance 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 compliance with state and federal regulations, including HIPAA.
Benefits
- Comprehensive benefits package, subject to eligibility requirements.
- Incentive and recognition programs.
- Equity stock purchase plan.
- 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
