Outreach Specialist - Work From Home

Company: UnitedHealth Group
Location: Cerritos
Posted on: June 15, 2022

Job Description:

If you are located within Cerritos, CA, you will have the flexibility to telecommute* (work from home) as you take on some tough challenges. 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 Outreach Specialist will be responsible for outbound and inbound calling to schedule patients for in-home clinical visits with a Landmark Health provider. S/he will be required to meet developing quality and production metrics in order to provide the highest level of customer service on each interaction. S/he will be responsible for learning the outreach model and adapting it to constantly changing patient interactions to meet business and patient needs. The ideal candidate must be goal oriented and willing to adjust to a fast paced and evolving environment This position is full-time. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 8am - 5pm. It may be necessary, given the business need, to work occasional overtime.Primary Responsibilities:SUMMARY

• Effectively communicate the advantages and value of the Landmark program to the target population
• Develop a thorough understanding of the Landmark clinical program
• Engage patients in the Landmark Health Program cohort
• Establish rapport with qualifying patients
• Maintain and ensure the confidentiality of all Protected Health Information
• Adhere to HIPAA guidelines and regulations Landmark Health Position Description
  • Accurately record patient information in CRM tool
  • Proper call routing to resolve patient issues
  • Consistently meet production and quality metrics
  • Flexibility to work extended hours to accomplish business goals
  • Adhere to attendance requirements
  • Other duties as assigned. COMPETENCY To perform the job successfully, an individual should demonstrate the following competencies:
    • -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.
    • Technical Skills - Assesses own strengths and weaknesses; pursues training and development opportunities; strives to continuously build knowledge and skills; shares expertise with others.
    • 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.
    • -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.
    • 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.
    • Attendance/Punctuality - Is consistently at work and on time; ensures work responsibilities are covered when absent; arrives at meetings and appointments on time.
    • 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.
    • 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:
      • High School Diploma / GED (or higher)
      • 1+ years of customer service experience analyzing and solving customer problems
      • Proficiency with Microsoft Word and Excel (ability to create, edit, save and send documents and spreadsheets)Preferred Qualifications:
        • Experience working within the health care Industry and with health care insurance
        • Clerical or administrative support background
        • Knowledge of ICD-9 and CPT codes
        • Experience working with Medicare and/or Medicaid Services
        • Call center experienceTelecommuting Requirements:
          • Reside within Cerritos, CA
          • 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 serviceSoft Skills:
            • Experience working in a metric-driven work environmentUnitedHealth Group requires all new hires and employees to report their COVID-19 vaccination status.Military & Veterans find your next mission: We know your background and experience is different and we like that. UnitedHealth Group values the skills, experience and dedication that serving in the military demands. In fact, many of the values defined in the service mirror what the UnitedHealth Group culture holds true: Integrity, Compassion, Relationships, Innovation and Performance. Whether you are looking to transition from active duty to a civilian career, or are an experienced veteran or spouse, we want to help guide your career journey. Learn more at Learn how Teresa, a Senior Quality Analyst, -works with -military veterans and ensures they receive the best benefits and experience possible. -Careers with Optum. Here's the idea. We built an entire organization around one giant objective; make the health system work better for everyone. So when it comes to how we use the world's large accumulation of health - related information, or guide health and lifestyle choices or manage pharmacy benefits for millions, our first goal is to leap beyond the status quo and uncover new ways to serve. Optum, part of the UnitedHealth Group family of businesses, brings together some of the greatest minds and most advanced ideas on where health care has to go in order to reach its fullest potential. For you, that means working on high performance teams against sophisticated challenges that matter. Optum, incredible ideas in one incredible company and a singular opportunity to do your life's best work.SMDiversity 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.Keywords: #RPO, #YELLOW

Keywords: UnitedHealth Group, Cerritos , Outreach Specialist - Work From Home, Other , Cerritos, California