Pre-Visit Care Connector – Remote in Multiple Locations

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 diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together.

This position is full-time. Employees are required to work our normal business hours of 9:00am – 5:30pm CST. It may be necessary, given the business need, to work occasional overtime or weekends. 

We offer 2-3 weeks of paid training. The hours during training will be 9:00am to 5:30pm EST.

If you are located within commutable distance of Maryland Heights, MO ; Eden Prairie, MN ; or Brentwood, TN, you will have the flexibility to work remotely* as you take on some tough challenges.

Primary Responsibilities:

• Completes telephonic outreach to members utilizing auto-dialer and manual dialing
• Receive inbound calls from members and transfers from other departments
• Influences member to fully complete the Pre-Visit Assessment
• Ask member assessment questions and actively listen to member responses
• Accurately document demographic and medical history information in the Pre-Visit assessment
• Ensures member has access to Primary Care Provider (PCP)
• Identifies and documents gaps in care, preventative screenings, allergies, and surgeries
• Provides excellent customer service to both members and providers
• Consistently meets metrics, for quality, productivity, and outcomes
• Constantly maintains schedule adherence and good attendance
• Maintains confidential health information according to state and federal regulations including HIPAA

You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

Required Qualifications:

• High School Diploma/GED OR equivalent experience
• Must be 18 years of age OR older
• 2+ years of call center and / or telephonic customer service experience, preferably in healthcare
• 2+ years of healthcare experience and/or social work/community outreach/advocacy experience
• 1+ years of experience collecting and documenting medical history information and using medical terminology
• Work experience using Microsoft Word (edit, create & save documents), Microsoft Excel (sorting & filtering data), and Microsoft Outlook (email, folders, attachments and calendaring)
• Ability to work in the local office if/when system or internet issues occur
• Ability to work our normal business hours of 9:00am – 5:30pm CST. It may be necessary, given the business need, to work occasional overtime or weekends

Preferred Qualifications:

• Bilingual Fluency in English and Spanish or other language
• Experience successfully working as a telecommuter
• Experience working with Medicare and/or Medicaid members/patients
• Experience working as an Licensed Practical Nurse (LPN), Certified Medical Assistant (CMA), Community Health Worker (CHW), or Certified Nursing Assistant (CNA)

Telecommuting Requirements:

• Reside within commutable distance of Maryland Heights, MO ; Eden Prairie, MN ; or Brentwood, TN
• 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

Soft Skills: 

• Must be comfortable working in a fast-paced, high-volume, call center environment
• Must be able and comfortable with meeting/exceeding metrics and goals within the department
• Must be comfortable working on the phone and navigate multiple systems on the computer simultaneously while assisting/serving members
• Must be comfortable making telephonic outreach to members without prior engagement
• Telephone etiquette: Demonstrate professionalism and compassion 
• Excellent Organizational Skills

Common Language of Leadership Behaviors for Success:

• Serving Customers
• Being Accountable
• Influencing Others
• Delivering Results

*All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter Policy.

The hourly range for this role is $19.86 to $38.85 per hour based on full-time employment. Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. UnitedHealth Group complies with all minimum wage laws as applicable. In addition to your salary, UnitedHealth Group offers benefits such as a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with UnitedHealth Group, you’ll find a far-reaching choice of benefits and incentives.

At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone–of every race, gender, sexuality, age, location, and income–deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups, and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes — an enterprise priority reflected in our mission.

UnitedHealth Group is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.

UnitedHealth Group is a drug – free workplace. Candidates are required to pass a drug test before beginning employment.

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