UnitedHealth Group
Compassion. It’s the starting point for health care providers like you and it’s what drives us every day as we put our exceptional skills together with a real feeling of caring for others. This is a place where your impact goes beyond providing care one patient at a time. Because here, every day, you’re also providing leadership and contributing in ways that can affect millions for years to come. Ready for a new path? Learn more, and start doing your life’s best work.
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. 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.
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) Sunday – Saturday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 7:00am – 8:00pm Central. It may be necessary, given the business need, to work occasional overtime.
*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.
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)
- Experience with Microsoft Office applications including navigating, creating, and editing within Microsoft Word, Microsoft Excel, and Microsoft PowerPoint
Preferred Qualifications:
- Associate’s Degree (or higher)
- Experience in healthcare setting
- Familiarity with medical terminology and HIPAA laws
- Experience working in a call center environment
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:
- 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 and able to interpret data and information in the nH Coordinate system
Physical and Work Environment:
- 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