Wellbeing Specialist – Behavioral Health

UnitedHealth Group•Tampa, FL

1d•$20 - $36•Remote

About The Position

This position is National Remote. You’ll enjoy the flexibility to telecommute from anywhere within the U.S. as you take on some tough challenges. Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together. The Wellbeing Specialist is a key member of a dynamic team dedicated to behavioral health and emotional wellbeing navigation and support. This role provides high-quality, member-centered services through initial triage, benefit education, resource navigation, and motivational interviewing. The Wellbeing Specialist engages members in one-to-one interactions across telephonic, chat, and digital platforms, skillfully listening for both spoken and unspoken needs. Using a compassionate, coaching-based approach, the specialist guides members to the most appropriate internal and external resources while supporting goal setting and behavior change. This role also includes active participation in case management activities such as assessment, care plan development, coordination, and follow-up interventions to ensure members receive the right care at the right time. Specialists are expected to independently manage a dynamic workload from both inbound and outbound queues while maintaining professionalism, accuracy, and adherence to leadership direction in a remote work environment. You’ll be part of a mission-driven team focused on improving behavioral health outcomes and enhancing member experiences. This role offers the opportunity to make meaningful impacts every day while developing skills in coaching, case management, and healthcare navigation in a supportive and growth-oriented environment. This position is full-time. Employees are required to have flexibility to work any of our 8.5-hour shift schedules during our normal business hours of 6:45am – 10:15pm CST, Monday - Friday. It may be necessary, given the business need, to work occasional overtime. We offer 10 weeks of paid training. The hours during training will be 9:00am to 5:30pm CST, Monday - Friday. Training will be conducted virtually from your home.

Requirements

High School Diploma / GED OR equivalent work experience
Must be 18 years of age OR older
1+ years of customer service, call center, or member-facing experience
Experience working with diverse populations across age groups and backgrounds
Written, verbal, and interpersonal communication skills
Ability to navigate multiple computer systems while engaging with members
Ability to work independently in a remote environment while maintaining productivity and professionalism
Ability to follow direction, adhere to workflows, and meet performance expectations
Ability to work full-time with a flexible schedule (8.5-hour shifts between 6:45 AM – 10:15 PM CST, Monday–Friday; occasional overtime as needed)

Nice To Haves

3+ years of experience in a clinical, behavioral health, or health insurance setting
Experience in case management, care coordination, or member advocacy
Knowledge of payer systems, provider networks, or claims processes
Ability to keep all company sensitive documents secure (if applicable)
Required to have a dedicated work area established that is separated from other living areas and provides information privacy
Must live in a location that can receive a UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet service
Empathy & Compassion: Ability to genuinely connect with members and support sensitive behavioral health needs
Active Listening: Skilled at identifying both stated and unstated concerns
Professionalism: Maintains composure, accountability, and a high standard of conduct in all interactions
Emotional Intelligence: Navigates complex emotional situations with awareness and care
Critical Thinking & Problem-Solving: Evaluates complex situations and develops effective, individualized solutions
Resilience & Composure: Handles high-risk or emotionally charged interactions calmly and confidently
Communication Excellence: Clear, supportive, and professional communication across all channels
Adaptability: Thrives in a fast-paced, evolving environment with shifting priorities
Time Management & Organization: Effectively prioritizes and balances a dynamic workload and caseload
Proactive Mindset: Anticipates needs and takes initiative to improve member outcomes
Collaboration: Works effectively within a team while maintaining accountability for individual performance
Coaching Orientation: Supports behavior change through motivation, encouragement, and goal setting
Fully remote role requiring strong self-direction, accountability, and adherence to schedules
Ability to work independently while remaining aligned with leadership guidance and team goals
Commitment to maintaining confidentiality and handling sensitive information securely
Dedicated, private workspace with reliable, hardwired, high-speed internet required
Commitment to continuous learning, including application of coaching foundations and behavioral health best practices
All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter Policy

Responsibilities

Provide empathetic, member-centered support via phone, chat, and digital messaging
Conduct initial triage, needs assessment, and behavioral health benefit education
Engage members in case management, including assessments, care planning, coordination, and follow-up
Apply coaching techniques to support goal articulation, motivation, and behavior change
Identify expressed and unspoken member needs and connect them to appropriate resources
Assess for risk indicators, respond calmly, and escalate to clinical teams when appropriate
Navigate members through behavioral health services and available benefits
Manage a mixed workload of inbound and outbound interactions, both real-time and self-directed
Independently solve complex or non-standard member issues while exercising sound judgment
Maintain accurate documentation and follow established processes and leadership direction
Act as a resource for peers and contribute to a collaborative, service-oriented team culture