About the Role
Wellness Coordinator – Remote in Washington
Job Category: Behavioral
Primary Location: Spokane, WA, US
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. Here, you will find a culture guided by diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together.
Wellness Coordinator virtual call center environment receiving inbound calls from service providers requesting prior authorizations for Behavioral Health services. They are responsible for entering relevant data and clinical information into multiple platforms.
If you are located in Washington, you will have the flexibility to work remotely * as you take on some tough challenges.
Primary Responsibilities:
- Handle inbound calls from behavioral health providers in a dynamic call queue environment
- Collect detailed clinical information to facilitate authorization requests
- Efficiently navigate and use multiple computer databases and screens during calls
- Collaborate with clinical partners (Care Advocates) across various levels of care as required
- Educate providers on behavioral health benefits when necessary
- Maintain compliance with departmental metrics and quality standards
- Ability to navigate through potentially sensitive and traumatic member history
- Performs other 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:
- High School Diploma/GED (or higher)
- 2+ years of experience managing multiple tasks within an inbound\ outbound phone queue setting
- 2+ years of experience gathering, analyzing, and interpreting information effectively
- Medical/Behavioral setting experience (i.e. hospital, managed care organization, or joint medical/behavioral outpatient practice)
- Intermediate level of proficiency using a computer, including internet searches and Microsoft Office applications
- Access to a designated quiet workspace in your home (separated from non-workspace areas) and is able to secure Protected Health Information (PHI)
- Live in a location that can receive an approved high-speed internet connection or leverage an existing high-speed internet connection
- Must live in the state of Washington
- Ability to work Monday through Friday between the hours of 5am-5pm PST (8-hour shifts) include rotating holidays. The schedule to be determined by your supervisor upon hire
Preferred Qualifications:
- 2+ years of call center experience
- Managed care experience
- Casework experience at hospitals, social service agencies or community mental health centers
- Dual diagnosis experience with mental health and substance abuse
- Experience working in an environment that required coordination of benefits and utilization of multiple groups and resources for patients
- Experience working with low-income populations
- Experience working with the aged, blind or disabled
- Solid spelling and highly legible handwriting; type 30-40+ wpm accurately
- Proven ability to adapt to new technology, learn quickly, and effectively utilize digital tools
Soft Skills:
- Solid oral and written communication skills — specifically telephone skills
- Demonstrated effective organizational skills and scheduling skills as observed in day-to-day work
- Excellent customer service skills
- Excellent interpersonal and problem-solving skills
- Demonstrated creative problem-solving skills with the ability to use community and network resources to meet members’ needs
- Proven solid ability to perform repetitive tasks with precision
- Demonstrated solid attention to detail, ensuring documentation is accurate and thorough
*All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter Policy.