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Bilingual (English / Spanish) - Telephonic Care Navigator - National Remote

Company: UnitedHealth Group
Location: Hartford
Posted on: November 24, 2022

Job Description:

$1,000Sign On Bonus For External Candidates

You'll enjoy the flexibility to telecommute from anywhere within the U.S. as you take on some tough challenges.

Imagine being able to get answers to your health plan questions from someone who speaks the same language as you do. Or, the opposite, not being able to get the answers. At UnitedHealth Group, we want our customers to get those answers by speaking to one of our Bilingual Representatives. If you're fluent in English and Spanish, we can show you how to put all of your skills, your passions and your energy to work in a fast- growing environment.

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. Come make an impact on the communities we serve as we help advance health equity on a global scale. Here, you will find talented peers, comprehensive benefits, a culture guided by diversity and inclusion, career growth opportunities and your life's best work. SM

As a Care Navigator you will work with 550 members, vary on risk level quarterly or month basis on program requirements. You will be working at home and will be 100% on the phone with members. You will work with the dual special needs population. You will have a full case load supporting members. You will work closely with field team, providers, community-based resources ensuring members are getting services they need including food, utilities, etc. The frequency of outreach to members is determined by risk. The team is an interdisciplinary team working in pods call, working with entire care team and to discuss member's needs. Performance metrics are expected to be met by 3 rd month, quality and productivity, contact rate vs attempted, opt out metric, and task completion by due date. This role will follow the center of Medicare/Medicaid and guidelines. The team consists of 4 supervisors with about 20 people per team reporting to each supervisor.

This position is full-time (40 hours/week) Monday - Friday. Employees are required to have flexibility to work any of our 8- hour shift schedules during our normal business hours of 9:00 am to 5:30 pm Eastern Time. It may be necessary, given the business need, to work occasional overtime. We offer 2 weeks of paid training. Training will be conducted virtually from your home.

All Telecommuters will be required to adhere to UnitedHealth Group's Telecommuter Policy.

Primary Responsibilities:

  • Completes telephonic outreach to DSNP members utilizing auto-dialer and manual dialing
  • Educates member on gaps in care and assists with scheduling provider appointments
  • Assists members with social determinants of health and links to community resources
  • Ensures member has access to PCP
  • Identifies gaps in care and assists in closure of gaps
  • Outreaches members on caseload consistent with program guidelines
  • Consistently meets metrics, both quality & performance
  • Provides excellent customer service to both members and providers
  • 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 higher)
    • Bilingual fluency in English and Spanish
    • 1+ years of call center and / or telephonic customer service experience
    • 1+ years of professional experience in an office setting using the telephone and computer as the primary instruments to perform the job duties
    • 1+ years of Healthcare/ insurance experience and/or Social work/community outreach/advocacy experience
    • 1+ years experience analyzing and solving customer problems
    • Experience using Microsoft Word (edit, create & save documents), Microsoft Excel (sorting & filtering data), and Microsoft Outlook (email, folders, attachments and calendaring)
    • Ability to work Monday - Friday 9:00am - 5:30pm Eastern Time
      Preferred Qualifications:
      • Bachelor's Degree in Social Work, Public Health or related field
      • Previous experience as a telecommuter
      • Medicaid and / or Medicare experience
      • Experience working with medical terminology
        Telecommuting Requirements:
        • Required to have a dedicated work area established that is separated from other living areas and provides information privacy
        • Ability to keep all company sensitive documents secure (if applicable)
        • 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 able and comfortable with maintaining metrics and goals within the department
          • Must be comfortable working on the phone and multiple systems on the computer simultaneously while assisting members
            UnitedHealth Group requires all new hires and employees to report their COVID-19 vaccination status.

            Military & Veterans find your next mission: We know your background and experience is different and we like that. UnitedHealth Group values the skills, experience and dedication that serving in the military demands. In fact, many of the values defined in the service mirror what the UnitedHealth Group culture holds true: Integrity, Compassion, Relationships, Innovation and Performance. Whether you are looking to transition from active duty to a civilian career, or are an experienced veteran or spouse, we want to help guide your career journey. Learn more at

            Learn how Teresa, a Senior Quality Analyst, works with military veterans and ensures they receive the best benefits and experience possible.

            Careers with Optum. Our objective is to make health care simpler and more effective for everyone. With our hands at work across all aspects of health, you can play a role in creating a healthier world, one insight, one connection and one person at a time. We bring together some of the greatest minds and ideas to take health care to its fullest potential, promoting health equity and accessibility. Work with diverse, engaged and high-performing teams to help solve important challenges.

            Colorado, Connecticut, Nevada or New York City Residents Only: The salary range for Colorado residents is $18.17 - $32.26. The salary range for Connecticut / Nevada / New York City residents is $20.00 - $35.53. Pay is based on several factors including but not limited to education, work experience, certifications, etc. 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

            PLEASE NOTE The sign on bonus is only available to external candidates. Candidates who are currently working for a UnitedHealth Group, UnitedHealthcare or related entity in a full time, part time, or per diem basis ("Internal Candidates") are not eligible to receive a sign on bonus.

            Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity / Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

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



Keywords: UnitedHealth Group, Hartford , Bilingual (English / Spanish) - Telephonic Care Navigator - National Remote, Other , Hartford, Connecticut

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