Telephonic Care Navigator
About The Position
The Telephonic Care Navigator conducts outreach to DSNP/CSNP members to help them understand and address gaps in care, connect with primary care providers, and access community resources related to social determinants of health. The role uses auto-dialer, manual, and inbound calls, and requires consistent adherence to program guidelines, quality and performance metrics, schedule expectations, and attendance standards. The navigator provides customer service to members and providers and protects confidential health information in accordance with state and federal regulations, including HIPAA. This is a full-time remote position for employees living in Missouri, working Monday through Friday. Employees must be flexible to work an 8-hour shift scheduled within 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 9:00 a.m. to 5:30 p.m. Eastern. Employees must attend the full four-week training period, with no time off requests accommodated during training. Remote workers must maintain a private, dedicated work area, secure sensitive company documents, and have an approved wired high-speed internet connection. All remote employees must follow UnitedHealth Group’s Telecommuter Policy.
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; 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 this period.
- Ability to work full time, Monday through Friday, with flexibility for any 8-hour shift during normal business hours of 9:00 a.m. to 5:30 p.m. local time; occasional overtime may be necessary.
- Ability to secure company-sensitive documents, if applicable.
- Ability to establish a dedicated work area separated from other living areas that provides information privacy.
- Must live where an approved high-speed internet connection is available or have existing high-speed internet service; wired cable, DSL, or fiber service is required, with a minimum speed of 25 Mb download and 10–15 Mb upload. Satellite, hotspot, and line-of-sight antenna wireless services are not permitted.
- Ability and comfort maintaining departmental metrics and goals.
- Comfort working on the phone and using 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
- 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 with community resources.
- Ensure members have access to a primary care provider (PCP).
- Conduct outreach in accordance with program guidelines.
- Meet quality and performance metrics consistently.
- 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.
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What This Job Offers
Job Type
Full-time
Education Level
High school or GED
