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 community transitions program, inbound line coordinator is responsible for conducting initial telephonic triage and serving as the first point of contact for members and providers calling into the CTP Program.

Initial outreach is performed through an auto dialer. The program allows for telephonic triage, gathering pertinent information, and routing calls to clinicians for further assessment and coordination.

This position enables a smooth transition from initial member intake to the clinical triage process. It is a fast-paced, high-volume, call center environment, conducted virtually from home.

This is a full-time role, Monday - Friday. Employees must have the flexibility to work any of our shift schedules during our normal business hours of 7:45 AM - 4:15 PM CST. Occasional overtime may be required based on business needs.

We offer 2-3 weeks of paid training. During training, hours are from 7:45 AM - 4:15 PM CST, Monday through Friday, conducted virtually from your home.

Primary Responsibilities:

• Receives inbound calls from members who have been auto-dialed, triages calls, and transfers them to the clinical team for post-discharge transitions and case assessment.
• Influences members to be transferred to the clinical team for further engagement.
• Asks members questions and actively listens to their responses.
• Accurately documents pertinent information to be shared with the clinical team.
• Provides excellent customer service to both members and providers.
• Navigate multiple technology systems while talking on the phone with members.
• Maintains confidentiality of health information according to state and federal regulations, including HIPAA.
• Consistently meets metrics for quality, productivity, and outcomes.
• Maintains schedule adherence and good attendance.

You’ll be rewarded and recognized for your performance in an environment that challenges you and provides clear development paths for roles you may be interested in.

Required Qualifications:

• High School Diploma / GED or equivalent work experience.
• Must be 18 years of age or older.
• At least 1 year of call center and/or telephonic customer service experience, preferably in healthcare.
• At least 1 year of healthcare experience and/or social work, community outreach, or advocacy experience.
• At least 1 year of work experience with the Medicare Population and/or Medicaid, DSNP, CSNP populations.
• Proficiency with Microsoft Word (editing, creating, saving documents), Microsoft Excel (sorting & filtering data), and Microsoft Outlook (email, folders, attachments, calendaring).
• Ability to work from home with a dedicated workspace, high-speed internet, and wired connection to a modem.
• Willingness to work in the local office if/when system or internet issues occur.
• Flexibility to work any shift during normal business hours of 7:45 AM - 4:15 PM CST, Monday to Friday, with possible overtime.

Preferred Qualifications:

• Bilingual fluency in English and Spanish or other languages.

Telecommuting Requirements:

• Ability to keep all sensitive documents secure.
• Dedicated work area separated from living space, ensuring privacy.
• Reside in an area with access to a UnitedHealth Group approved high-speed internet or existing reliable service.

Soft Skills:

• Comfortable working in a fast-paced, high-volume call center environment.
• Ability to meet/exceed departmental metrics and goals.
• Proficient in navigating multiple systems while assisting members over the phone.
• Comfortable handling telephonic calls without prior engagement.
• Demonstrates professionalism and compassion in telephone etiquette.
• Excellent organizational skills, accountability, and influence skills.
• Ability to deliver results and serve customers effectively.

*All remote employees must adhere to UnitedHealth Group’s Telecommuter Policy.

Pay is based on various factors including location, education, experience, and certifications. The hourly pay ranges from $20.00 - $35.72 per hour for full-time employment.

Additional benefits include a comprehensive package, incentive and recognition programs, stock purchase options, and 401(k) contributions, subject to eligibility.

Application deadline will be posted for at least 2 business days or until a sufficient candidate pool is reached. The posting may be removed earlier due to application volume.

At UnitedHealth Group, our mission is to help people live healthier lives and improve the health system for everyone. We are committed to addressing health disparities and delivering equitable care.

UnitedHealth Group is an Equal Employment Opportunity employer and a drug-free workplace. Candidates must pass a drug test before employment begins.