Call Center Nurse RN, HouseCalls - Remote - UnitedHealth Group
Houston, TX
About the Job
At Optum, the integrated medical teams who practice within Home and Community Care are creating something new in health care. Together, we are bringing high-end medical service, compassionate care and industry leading solutions to our most vulnerable patient populations. Our holistic approach addresses the physical, mental and social needs of our patients wherever they may be - helping patients access and navigate care anytime and anywhere. We’re connecting care to create a seamless health journey for patients across care settings. Join our team, it’s your chance to improve the lives of millions while Caring. Connecting. Growing together.
The HouseCalls Clinical Support Team (HCCST) supports Advanced Practice Clinicians in the HouseCalls program by providing telephonic consultation to plan members post HouseCalls visit. This position is completely telephonic in a call center environment.
Goals of the program include providing a one-time outreach to members for follow up post HouseCalls visit to provide education and clarification on any concerns raised during their HouseCalls visit. The main objective of this program is to ensure successful transition of care from the HouseCalls Advanced Practice Clinician back to the members Primary Care Provider.
This team includes nurse care managers and social workers. The Nurse Care Manager (NCM) will report directly to the Manager/or Director of Clinical Operations of HCCST. The NCM interacts via telephonic consult with members and providers to assist with education and clarification on any concerns raised during the HouseCalls visit and ensure the member has/or assist in obtaining an appointment with the provider to transition care. They work to ensure members receive quality customer service by answering questions, addressing concerns, providing education, providing resource information, and entering referrals.
The schedule is Monday through Friday from 9AM to 5:30PM Eastern or 9AM to 5:30PM Central respectively.
You’ll enjoy the flexibility to work remotely* as you take on some tough challenges. Due to business needs, candidates in the Eastern and Central time zones are preferred.
Primary Responsibilities:
+ Perform telephonic outreach to members identified by the Advance Practice Clinician for specific referral related issues
+ Ensure member has scheduled appointment with Primary Care Provider (PCP)/specialty provider; help scheduling appointment, if needed
+ Refer members to internal departments such as Social Work, or Clinical Help Desk when appropriate
+ Gather clinical information telephonically from patient/family
+ Assist patients/members with urgent needs requiring acute intervention that arise during the call
+ Identify triggers for hospitalization and barriers to meeting healthcare goals as they arise during the call
+ Complete required documentation in compliance with auditing standards and policies
+ Provide patient/family education on disease process and trigger management that arise during the call or are directly related to referral reasons
+ Assist with connections to appropriate community resources if needed
+ Understand and maintain confidentiality of legal and ethical issues
+ Maintain compliance with all HIPAA (Health Insurance Portability and Accountability Act) regulations
+ Enhance the experience of both internal and external customers by providing excellent customer service while maintaining production metrics
+ Serve as a clinical resource and consultant for other clinicians
+ Attend and participate in team huddles and staff meetings
+ Work with Supervisor to identify system improvements that could be made to drive operational advancements and efficiencies
+ Provide cross-coverage support across the team and assist with special projects, as needed
+ Assume other duties as assigned and directed by the Supervisor or Manager of Clinical Call Center Operations
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:
+ Current, unrestricted Compact RN (Registered Nurse) license in the state of residence
+ Willingness and ablility to obtain additional licensure in assigned states within 6 months of hire
+ 3+ years of clinical experience in a hospital, acute care, home health / hospice, direct care, or case management position
+ Computer/typing proficiency to enter and retrieve data in electronic clinical records
+ Proficient with Microsoft Word, Outlook, and Excel
+ Proven solid problem-solving skills
+ Proven ability to communicate complex or technical information in a manner that others can understand and the ability to understand and interpret complex information from others
+ Proven ability to perform positively and efficiently in production driven environment
+ Dedicated, distraction-free space in home for home office
+ Access to high-speed internet from home (Broadband Cable, DSL, Fiber)
Preferred Qualifications:
+ Telephonic case management experience
+ Home care / field based case management
+ Medicaid, Medicare, or managed care experience
+ Experience working in a call center environment
+ Experience working remotely from home
+ Experience working in a metrics-driven environment
+ Demonstrated excellent customer service skills
*All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter Policy.
Connecticut, New Jersey, New York, or Rhode Island Residents Only: The salary range for this role is $58,300 to $114,300 annually. 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._
_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._
The HouseCalls Clinical Support Team (HCCST) supports Advanced Practice Clinicians in the HouseCalls program by providing telephonic consultation to plan members post HouseCalls visit. This position is completely telephonic in a call center environment.
Goals of the program include providing a one-time outreach to members for follow up post HouseCalls visit to provide education and clarification on any concerns raised during their HouseCalls visit. The main objective of this program is to ensure successful transition of care from the HouseCalls Advanced Practice Clinician back to the members Primary Care Provider.
This team includes nurse care managers and social workers. The Nurse Care Manager (NCM) will report directly to the Manager/or Director of Clinical Operations of HCCST. The NCM interacts via telephonic consult with members and providers to assist with education and clarification on any concerns raised during the HouseCalls visit and ensure the member has/or assist in obtaining an appointment with the provider to transition care. They work to ensure members receive quality customer service by answering questions, addressing concerns, providing education, providing resource information, and entering referrals.
The schedule is Monday through Friday from 9AM to 5:30PM Eastern or 9AM to 5:30PM Central respectively.
You’ll enjoy the flexibility to work remotely* as you take on some tough challenges. Due to business needs, candidates in the Eastern and Central time zones are preferred.
Primary Responsibilities:
+ Perform telephonic outreach to members identified by the Advance Practice Clinician for specific referral related issues
+ Ensure member has scheduled appointment with Primary Care Provider (PCP)/specialty provider; help scheduling appointment, if needed
+ Refer members to internal departments such as Social Work, or Clinical Help Desk when appropriate
+ Gather clinical information telephonically from patient/family
+ Assist patients/members with urgent needs requiring acute intervention that arise during the call
+ Identify triggers for hospitalization and barriers to meeting healthcare goals as they arise during the call
+ Complete required documentation in compliance with auditing standards and policies
+ Provide patient/family education on disease process and trigger management that arise during the call or are directly related to referral reasons
+ Assist with connections to appropriate community resources if needed
+ Understand and maintain confidentiality of legal and ethical issues
+ Maintain compliance with all HIPAA (Health Insurance Portability and Accountability Act) regulations
+ Enhance the experience of both internal and external customers by providing excellent customer service while maintaining production metrics
+ Serve as a clinical resource and consultant for other clinicians
+ Attend and participate in team huddles and staff meetings
+ Work with Supervisor to identify system improvements that could be made to drive operational advancements and efficiencies
+ Provide cross-coverage support across the team and assist with special projects, as needed
+ Assume other duties as assigned and directed by the Supervisor or Manager of Clinical Call Center Operations
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:
+ Current, unrestricted Compact RN (Registered Nurse) license in the state of residence
+ Willingness and ablility to obtain additional licensure in assigned states within 6 months of hire
+ 3+ years of clinical experience in a hospital, acute care, home health / hospice, direct care, or case management position
+ Computer/typing proficiency to enter and retrieve data in electronic clinical records
+ Proficient with Microsoft Word, Outlook, and Excel
+ Proven solid problem-solving skills
+ Proven ability to communicate complex or technical information in a manner that others can understand and the ability to understand and interpret complex information from others
+ Proven ability to perform positively and efficiently in production driven environment
+ Dedicated, distraction-free space in home for home office
+ Access to high-speed internet from home (Broadband Cable, DSL, Fiber)
Preferred Qualifications:
+ Telephonic case management experience
+ Home care / field based case management
+ Medicaid, Medicare, or managed care experience
+ Experience working in a call center environment
+ Experience working remotely from home
+ Experience working in a metrics-driven environment
+ Demonstrated excellent customer service skills
*All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter Policy.
Connecticut, New Jersey, New York, or Rhode Island Residents Only: The salary range for this role is $58,300 to $114,300 annually. 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._
_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._
Source : UnitedHealth Group