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Job Details
You’ll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges. Optum Home & Community Care, part of the UnitedHealth Group family of businesses, is creating something new in health care. We are uniting industry-leading solutions to build an integrated care model that holistically addresses an individual’s physical, mental and social needs – helping patients access and navigate care anytime and anywhere. As a team member of our naviHealth product, we help change the way health care is delivered from hospital to home supporting patients transitioning across care settings. This life-changing work helps give older adults more days at home. 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 doing your life’s best work.SM The Central Support Operations Coordinator serves as the main point of contact for healthcare providers and members that are receiving post-acute services. In addition, the Central Support Operations Coordinator role serves as administrative (non-clinical) support for the remote clinical services team. This role is responsible for providing direct support to the multi-disciplinary team to anticipate and plan for continuum of care and discharge needs and communication with providers and clients. The Central Support Operations Coordinator is responsible for processing inbound and outbound communication (i.e. telephonic, fax, electronic notifications and letters), maintaining accuracy of database documentation and the completeness of the medical record and naviHealth database. 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 10:00 AM – 7:00 PM CST. It may be necessary, given the business need, to work occasional overtime. We offer weeks of on-the-job training. The hours of the training will be 8am-5pm CST. *All Telecommuters will be required to adhere to UnitedHealth Group’s Telecommuter Policy. Primary Responsibilities:
- Manage inbound and outbound telephone communication in a professional manner and according to productivity and quality standards.
- Process inbound and outbound data and communication (i.e. faxes, emails and electronic communication) according to productivity and quality standards.
- Enter, review and or verify member information in the nH Coordinate care management platform and communicate approved pertinent information with healthcare providers and/or naviHealth team as needed.
- Enter the required data into the naviHealth database accurately and in a timely manner.
- Complete administrative documentation for member records including but not limited to disenrollment, transitioning, creating authorization shells, attaching documents (i.e. medical records), and logging therapy information.
- Assist in a smooth coordination of members care between health providers and the health plan.
- Establish relationships and communicate, when appropriate, to providers, clients and/or naviHealth field/care management staff as defined by departmental policy and process.
- Triage inbound calls manage member inquiries/requests, and resolve or escalates to appropriate naviHealth or health plan personnel.
- Run and/or review reports to monitor assigned team duties are completed.
- Follow chain of command as appropriate when reporting issues or concerns.
- Attend naviHealth meetings as requested.
- Adhere to organizational, departmental, compliance and regulatory policies and procedures.
- Promote a positive attitude and work environment.
- Perform other duties and responsibilities as required, assigned, or requested.
- High School Diploma / GED and/or equivalent work experience
- Must be 18 years of age or older
- 1+ years of previous call center experience
- Experience with Microsoft Office applications including navigating, creating, and editing within Microsoft Word, Microsoft Excel, and Microsoft PowerPoint
- Ability to work full-time, any of our 8-hour shift schedules during our normal business hours of 10:00 AM – 7:00 PM CST, Monday – Friday. It may be necessary, given the business need, to work occasional overtime.
- Experience in healthcare setting
- Familiarity with medical terminology and HIPAA laws
- Previous experience working in a virtual environment
- Previous experience working in a metrics based environment
- Ability to interpret data and information in the nH Coordinate system
- 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
- Excellent written and oral communications skills
- Must be organized and able to prioritize, plan, and handle multiple tasks/demands simultaneously
- Demonstrated critical thinking skills
- Ability to verbally articulate and communicate with manager, team members, and customers
- Detail oriented
- Ability to view screen and enter data into a laptop computer (or similar hardware) within a standard time period
- Ability to communicate with Clients and team members including use of cellular phone or comparable communication device.
- Ability to remain stationary for an extended time period (1 – 2 hours)
- Experience using various office equipment, such as copier, fax machine, telephone and scanner
About the Company
UnitedHealth Group
Minnetonka, MN, United States
UnitedHealth Group is a health care and well-being company that’s dedicated to improving the health outcomes of millions worldwide. We are... Read more