Patient Care Coordinator - Remote In Multiple Locations

If you are located within a 60-mile radius of any Landmark office, you will have the flexibility to telecommute* (work from home) 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.℠

The Patient Care Coordinator is responsible for maintaining appropriate call coverage for Landmark Health’s patient facing phone lines while also contributing to administrative tasks necessary to support the Landmark clinical model

This position is full-time Sunday – Saturday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 6:00am – 10:30pm. It may be necessary, given the business need, to work occasional overtime. Our office is located at various Landmark locations.

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

Primary Responsibilities:

• Actively listen and probe patients in a professional and timely manner to understand and evaluate patient’s need, specifically whether the need is clinical or administrative
• Manage the scheduling process for patients wanting to schedule new visits or reschedule existing ones
• Ad hoc administrative tasks as assigned
• Provide superlative and empathetic telephonic customer service for Landmark patients
• Document non-emergent patient interactions across Landmark’s various communication methods
• Warm-transfer calls to Landmark clinical staff for clinically escalated situations
• Communicate and collaborate with members of the Landmark interdisciplinary team
• Employees in the position can expect to be on the phone up to 90% of their work shift and complete other essential function on an as-needed basis
• Utilize critical thinking and effective communications to help connect the value of the Landmark program to patients in need of more information

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:

• Microsoft Office – Outlook (emails)
• 1+ years of call center experience (handling high volume of calls)
• High School Diploma / GED (or higher) OR equivalent work experience
• Ability to attend ALL training sessions Monday-Friday 9am-5pm (scheduled of 1st week of First Impression, plus 3-weeks training (attendance and punctuality is required for successful completion of training)
• Familiarity with computer and Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications
• Ability to work any assigned 8-hour shift between the hours of 6:00am – 10:30pm, Sunday – Saturday per location time zone

Preferred Qualifications:

• Typing at least 40 wpm
• Experience using Microsoft Office Teams (used for communications between teams)
• 1+ years of healthcare background with medical terminology and familiarity of clinical issues

Telecommuting Requirements:

• Required to have a dedicated work area established that is separated from other living areas and provides information privacy
• Reside within 60-mile radius of any Landmark office
• 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:

• Attendance/Punctuality - Is consistently at work and on time; ensures work responsibilities are covered when absent; arrives at meetings and appointments on time.
• 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.
• 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.
• Critical thinking skills
• 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.
• 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.
• Technical Skills - Assesses own strengths and weaknesses; pursues training and development opportunities; strives to continuously build knowledge and skills; shares expertise with others.
• Ability to talk, listen, and document effective updates in system
• 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.
• 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.
• Demonstrated ability to listen skillfully, collect relevant information, build rapport, and respond to customers in a compassionate manner

Physical and Work Environment:

• Vision abilities include close vision, peripheral vision, depth perception and ability to adjust focus.
• Occasional requirement to stand; walk and reach with hands and arms
• Regular requirement to talk and listen.
• 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.

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.

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