Central Outreach Specialist 

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 Landmark product, we help bring home-based medical care to complex, chronic patients. 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 Outreach Specialist will be responsible for outbound and inbound calling to schedule patients for in-home clinical visits with a Landmark Health provider. Will be required to meet developing quality and production metrics in order to provide the highest level of customer service on each interaction. Will be responsible for learning the outreach model and adapting it to constantly changing patient interactions to meet business and patient needs. The ideal candidate must be goal oriented and willing to adjust to a fast paced and evolving environment.

This position is full-time, Monday – Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 7:00am – 7:00pm CST. It may be necessary, given the business need, to work occasional overtime.

We offer 4 weeks of paid training. The hours during training will be 9:00am to 6:00pm CST, Monday – Friday.  Training will be conducted virtually from your home.

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

Primary Responsibilities:

• Effectively identify customer/family/caregiver needs and communicate services offered and aid the caller in understanding the value of Landmark services.
• Establish rapport and engage members with Landmark by scheduling the first initial visit.
• Maintain accurate records of all customer interactions while safeguarding Protected Health Information.
• Display compassion and empathy in all customer/family/care giver interactions.
• Adhere to HIPAA guidelines and regulations.
• Route calls properly to support first call resolution.
• Attend/participate in educational/training activities to improve knowledge and performance level.
• Meet individual and team qualitative and quantitative targets.
• Adhere to attendance requirements.
• Other administrative duties as assigned.

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 equivalent work experience
• Experience in a call center, customer service or office environment handling a high volume of inbound and/or outbound calls ( up to 100+ calls daily)   
• Basic proficiency using MS Excel (sort, filter, create and/or edit spreadsheet- will be entering member data) and Outlook (calendar, checking emails)
• Must be 18 years of age OR older
• Ability to work any 8-hour assigned shift during hours of Monday- Friday 7:00am – 7:00pm CST, as business needed may work overtime

Preferred Qualifications:

• 1+ years of experience in sales environment
• Experience in a healthcare environment

Telecommuting Requirements:

• Ability to keep all company sensitive documents secure (if applicable)
• Required to have a dedicated work area established that is separated from other living areas and provides information privacy.
• 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:

• Critical thinking skills and flexibility
• Problem Solving – Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional topics.
• Technical Skills – Assesses own strengths and weaknesses; pursues training and development opportunities; strives to continuously build knowledge and skills; shares expertise with others.
• Customer Service – Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments.
• Interpersonal Skills – Focuses on solving conflict; maintains confidentiality; listens to others; keeps emotions under control and overcomes resistance when necessary; remains open to new ideas.
• Oral Communication – Speaks clearly and persuasively in positive or negative situations; listens and seeks clarification; responds openly to questions. Must be able to deal with frequent change, delays, or unexpected events.
• Attendance/Punctuality – Is consistently at work and on time; ensures work responsibilities are covered when absent; arrives at meetings and appointments on time.
• Dependability – Follows instructions, responds to management direction; takes responsibility for own actions; keeps commitments; commits to long hours of work when necessary to reach goals; completes tasks on time or notifies appropriate person with an alternate plan.
• Initiative – Volunteers readily; undertakes self-development activities; seeks increased responsibilities; takes independent actions and calculated risks; looks for and takes advantage of opportunities; asks for and offers help when needed; generates suggestions for improving work and workflow.

California, Colorado, Connecticut, Nevada, New Jersey, New York, Washington or Rhode Island Residents Only: The hourly range for California / Colorado / Connecticut / Nevada / New York / New Jersey / Washington / Rhode Island residents is $16.00 – $27.31 per hour. 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.