Manager - Patient Care Coordinator Call Center - Remote In Ga

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)

Do you want to make a difference in healthcare?

Landmark Health was created to transform how healthcare is delivered to the most medically vulnerable members in our community. Our medical group provides home-based medical care to chronically ill patients, many of whom are ill-equipped to navigate our overwhelming healthcare system.

Because many of our patients are frail and elderly, we deliver care primarily in the comfort of their home. Our Program is also offered to eligible patients at no incremental financial cost to them . We are not a fee-for-service practice; we benefit economically only if we deliver high-quality patient outcomes and satisfaction. As a result, our clinical teams can spend quality-time caring for a smaller number of patients, giving all patients the space, respect, compassion and care they deserve.

At Landmark, our interdisciplinary teams collaboratively manage our complex patient panels. These teams are led by Physicians, Nurse Practitioners, and Physician Assistants, with supporting care provided by RN Nurse Care Managers, Social Workers, Pharmacists, Behavioral Health, and other employed team members.

Join Landmark to be part of a growing company full of purpose-driven, action-oriented, and compassionate team members working to dramatically transform healthcare for our communities.

The Clinical Call Center Manager is responsible for the centralized call team in both day-to-day operations and strategic vision and leadership. Call center staff, both clinical and non-clinical, will report to the Centralized Call Team Manager, with clinical oversight for the APPs from the Associate RMD in Albany.

If you are residing in Georgia, you will have the flexibility to work remotely* as you take on some tough challenges

Primary Responsibilities:

• Prepare and direct schedules, monitoring attendance for the Centralized Call Team, scheduling breaks and shifts as needed to ensure adequate phone coverage.
• Analyze and report on team metrics and performance to senior management
• Be the face of the Centralized Call Team, serving as a resource to call center agents as well as a partner to longitudinal care teams and market leadership
• Ensure that team members are equipped with the appropriate support to perform their daily responsibilities.
• Create, update and implement team policies and procedures.
• In partnership with Clinical Leadership, build and refine the Landmark Telehealth platform to deliver excellent patient outcomes in an operationally and cost efficient manner
• Partner with IT team to troubleshoot technical issues
• Report issues and situations that impact team performance and goal achievement
• Supervise, plan, and oversee daily tasks of the Centralized Call Team
• Conduct call monitoring, coaching, training, and performance management of Centralized Call Team members
• Provide strategic leadership for the Call Center team and its growth within the Landmark clinical model
• Day-to-day oversight of the call center operations
  • Supervise, plan, and oversee daily tasks of the Centralized Call Team
  • Report issues and situations that impact team performance and goal achievement
  • Partner with IT team to troubleshoot technical issues
  • Prepare and direct schedules, monitoring attendance for the Centralized Call Team, scheduling breaks and shifts as needed to ensure adequate phone coverage.
  • Create, update and implement team policies and procedures.
• Serve as the connection between the Call Center and the organization, ensuring two-way communication and problem solving to meet the key business needs of Landmark
  • Analyze and report on team metrics and performance to senior management
  • Be the face of the Centralized Call Team, serving as a resource to call center agents as well as a partner to longitudinal care teams and market leadership
  • Expected to be available to staff for portions of morning and night shifts, as well as during regular business hours to meet with management
• Expected to be available to staff for portions of morning and night shifts, as well as during regular business hours to meet with management
• Lead strategic planning to optimize the value of the Call Center team, including proactively pursuing opportunities for the team to add additional administrative and clinical value
• Hire, train, retain and performance manage the call center team
  • Screen, select and hire Centralized Call Team members to maintain operational targets
  • Conduct call monitoring, coaching, training, and performance management of Centralized Call Team members
  • Ensure that team members are equipped with the appropriate support to perform their daily responsibilities.
• Screen, select and hire Centralized Call Team members to maintain operational targets

Role at the outset will be a blend of 70% supervisory administration and 30% strategic management, with the balance shifting over time.

Supervisory:

Reports directly to the Reports directly to the Clinical Call Center Executive Director

Competency:

To perform the job successfully, an individual should demonstrate the following competencies:

• 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
• 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
• 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
• Technical Skills - Assesses own strengths and weaknesses; pursues training and development opportunities; strives to continuously build knowledge and skills; shares expertise with others
• Attendance/Punctuality - Is consistently at work and on time; ensures work responsibilities are covered when absent; arrives at meetings and appointments on time
• 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
• 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
• 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

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:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• 2+ years of experience in an inbound, clinical call center environment with proven results
• 5+ years supervising a team, preferably with experience supervising both clinical and non-clinical team members
• Knowledge of MS Office products
• Proven effective communication and presentation skills
• High school degree or equivalent
• 2+ years of experience in Call Center Workforce management and forecasting
• Proven critical thinking and problem-solving skills required for success in role

Preferred Qualifications:

• Clinical experience
• Experience with telehealth

Physical Demands:

Below are the physical requirements which are representative of those that must be met by the employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Regular requirement to talk and listen
• Occasional requirement to stand; walk and reach with hands and arms
• Vision abilities include close vision, peripheral vision, depth perception and ability to adjust focus
• Regular requirement to sit; use hands to touch, handle or feel

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.

*All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter Policy

At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone–of every race, gender, sexuality, age, location and income–deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes — an enterprise priority reflected in our mission.

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.