Call Center LVN

For those who want to invent the future of health care, here's your opportunity. We're going beyond basic care to health programs integrated across the entire continuum of care. Join us to start Caring. Connecting. Growing together.

Working in a call center environment under supervision, this position handles inbound calls from patients, patient representatives, providers and other medical staff. Practicing quality clinical skills and strictly adhering to established protocols, handles patient inquiries and requests. When appropriate, refers medically related inquiries/requests and complaints to clinic staff for intervention and resolution.

Also assists callers with general contacts including, but not limited to, appointment scheduling, general facility and provider information, general requests, medical records requests and issue resolution.

Works collaboratively with clinic staff and other departments to provide an exceptional patient experience.

If you are located in Texas, you will have the flexibility to work remotely* as you take on some tough challenges.

Primary Responsibilities:

• Work effectively in a structured, production environment
• Adhere to daily schedules and assignments
• Strictly adheres to established advanced protocols to handle incoming contacts including, but not limited to, prescription refill requests, lab results, x-ray results, medical inquiries and referral requests
• Assists callers with general contacts including, but not limited to, appointment scheduling, general facility and provider information, general requests, medical records requests and issue resolution
• Verify and update patient information in the clinical information system
• When appropriate, assigns electronic tasks to clinic staff to intervene with medically related inquiries and requests and to address concerns
• Contact patients to remind of appointments
• Contact patients to communicate special outbound call campaign messaging
• Review patient chart (in EMR) to ensure core measures are being addressed and met per protocol and takes appropriate action when they are not, i.e., schedule services
• Assist patients with identification of and connectivity to community and program resources to assist with non-medical needs, (Pharmacy assistance programs, meals on wheels, LIS)
• Document thoroughly all calls and actions taken within core systems
• Performs all other related 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:

• HS Diploma or GED
• Unrestricted LVN/LPN license in applicable states
• 2+ years of clinical LVN experience, i.e. in a clinic or hospital setting with direct patient contact
• Solid computer experience (data entry, screen navigation, keyboarding)
• Solid desire to work with the elderly
• Ability to respond appropriately to patient questions regarding tests and treatments
• Ability to exercise sound judgment in the handling of complex clinical inquiries per protocol
• Ability to adhere to daily schedules and duties

Preferred Qualifications:

• Medical office experience
• Electronic Medical Record experience
• Familiarity with managed care
• Bilingual (English and Spanish)
• Excellent listening skills
• Excellent Customer Service demeanor
• Excellent telephone etiquette
• Excellent oral and written communication skills
• Excellent problem-solving skills
• Excellent demonstration of caring and compassion
• Ability to work effectively in a fast-paced call center environment
• Ability to think critically
• Ability to effectively de-escalate and resolve issues

Physical & Mental Requirements:

• Ability to lift up to 20 pounds

• Ability to push or pull heavy objects using up to 20 pounds of force

• Ability to sit for extended periods of time

• Ability to stand for extended periods of time

• Ability to use fine motor skills to operate office equipment and/or machinery

• Ability to receive and comprehend instructions verbally and/or in writing

• Ability to use logical reasoning for simple and complex problem solving

• All employees working remotely will be required to adhere to UnitedHealth Group's Telecommuter Policy

The hourly range for this role is $19.86 to $38.85 per hour based on full-time employment. Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. UnitedHealth Group complies with all minimum wage laws as applicable. 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.

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: OptumCare is an Equal Employment Opportunity/Affirmative Action employers 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.

OptumCare is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.