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Care Coordinator - National Remote

Company: UnitedHealth Group
Location: Phoenix
Posted on: November 25, 2022

Job Description:

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. SM

The Care Coordinator role is a critical member of the Landmark Interdisciplinary Team. This role reports to a Supervisor or the Director, Health Services. Responsibilities are to ensure a positive patient experience with Landmark, as well as to build good relationships with local provider groups to ensure that Landmark is a reliable and trusted partner in patient care.

This position is full - time, Monday - Friday. Employees are required to work our normal business hours of 8:00 AM - 5:00 PM including the flexibility to work occasional overtime based on business need. Training will be conducted virtually from your home.

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

Primary Responsibilities:

  • This individual will be an integral member of the implementation team as well as providing many services to mature markets. Daily activities can vary week by week based on company needs
  • These activities include, but are not limited to the following:
  • Oversee daily operations (i.e., Daily on - call schedule, medical record uploads, management of consents, mailings, UV schedule, IV Packet readiness)
  • Provide regular coaching and constructive feedback to Care Coordinators to enhance overall effectiveness
  • Assist in development, documentation, and implementation of departmental policies and procedures
  • Ensure Care Coordinator documentation meets Landmark standards and appropriate abbreviations are used Landmark Health Position Description
  • Review and utilize Reports Dashboard data for management of the department
  • Maintains relationship with market leadership, especially Supervisors of Clinical Operations to ensure coordination of care, understanding of policy/practice change that impact department or market
  • Provide superlative and empathetic telephonic customer service for Landmark patients
  • Actively listen and probe patients in a professional and timely manner to understand and evaluate patient needs, specifically if it is clinical or administrative
  • Warm - transfer calls to Landmark clinical staff for clinically escalated situations
  • Communicate and collaborate with members of the Landmark interdisciplinary team
  • Utilize critical thinking and effective communications to help connect the value of the Landmark program to patients in need of more information
  • Document non - emergent patient interactions across Landmark's various communication methods
  • Become a subject matter expert in the Landmark scheduling platform; manage the scheduling process for patients wanting to schedule new visits, reschedule existing visits and schedule needed visits as determined in collaboration with the interdisciplinary team
  • Build a thorough understanding of medical records retrieval process and own any piece of this that a market may require support
  • Onboarding and training new hire Care Coordinators (CC)
  • Manage internal and external referrals in a timely manner
  • Manage and maintain patient consent forms
  • Attend invited meetings which will often include interdisciplinary meetings and huddles should it be requested by the market leadership team
  • Serve as the voice of Care Coordinators in company-wide working groups around process improvement and innovation as appropriate and directed
  • Provide objective feedback to the market leadership teams with respect to observation of best practices, standardization, opportunities for improvement
    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)
    • 2+ years of experience in a call center environment
    • 1+ years of experience in a healthcare background with medical terminology and familiarity of clinical issues
    • Experience with escalated customer service issue resolution
    • Ability to travel out of home state up to 50% of the time (Domestic)
    • Ability to work any 8-hour shift between the hours of 8:00 AM - 5:00 PM from Monday - Friday including the flexibility to work occasional overtime based on business need
      Preferred Qualifications:
      • Experience with following a triage protocol
      • Ability to type at the speed of 40+ WPM (words per minute)
        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
          UnitedHealth Group requires all new hires and employees to report their COVID-19 vaccination status.

          Military & Veterans find your next mission: We know your background and experience is different and we like that. UnitedHealth Group values the skills, experience and dedication that serving in the military demands. In fact, many of the values defined in the service mirror what the UnitedHealth Group culture holds true: Integrity, Compassion, Relationships, Innovation and Performance. Whether you are looking to transition from active duty to a civilian career, or are an experienced veteran or spouse, we want to help guide your career journey. Learn more at

          Learn how Teresa, a Senior Quality Analyst, works with military veterans and ensures they receive the best benefits and experience possible.

          Careers with Optum. Our objective is to make health care simpler and more effective for everyone. With our hands at work across all aspects of health, you can play a role in creating a healthier world, one insight, one connection and one person at a time. We bring together some of the greatest minds and ideas to take health care to its fullest potential, promoting health equity and accessibility. Work with diverse, engaged and high-performing teams to help solve important challenges.

          Colorado, Connecticut, Nevada or New York City Residents Only: The salary range for Colorado residents is $16.00 - $26.88. The salary range for Connecticut / Nevada / New York City residents is $16.83 - $29.66. 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.

          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.



Keywords: UnitedHealth Group, Phoenix , Care Coordinator - National Remote, Other , Phoenix, Arizona

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