Central Support Operations Coordinator

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) Thursday – Sunday. Employees are required to have flexibility to work any of our 10-hour shift schedules during our normal business hours of Hours: Thursday -Sunday 7:30am – 5:00pm CST. It may be necessary, given the business need, to work occasional overtime.

We offer weeks of paid training. The hours during training will be 8am to 5pm, Monday – Friday.  Training will be conducted virtually from your home.

CSOCs can expect their training to go as-follows:

• Day 1: participate in naviHealth New Colleague Connect – day 1 orientation 8am-5pm CT
• Day 2-5 (week 1): participate in Central Support Operations classroom training from 8am-4:30pm CT. On video.
• Week 2 & 3+: new hires start the shift they were offered. Participates in “precepting” – which consists of 1:1 or small-group shadowing and being shadowed by a peer on the team while performing daily tasks. (THESE HOURS COULD CHANGE DEPENDENT IF THEY ARE ALREADY STARTING THEIR SHIFT, THEY COULD START EARLIER)
• 90-day ramp-up: colleagues typically have a ramp of about 90 days to get familiar with all processes before they will be held accountable to productivity measures.

 *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 and/or equivalent work experience
• 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
• Must be 18 years of age or older
• Ability to work full-time, Thursday – Sunday 7:30am – 5:00pm CST  including the flexibility to work occasional overtime given the business need

Preferred Qualifications:

• Experience in healthcare setting
• Familiarity with medical terminology and HIPAA laws
• Previous experience working in a metrics based environment
• Previous experience working in a virtual 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

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.