Member Engagement Representative

Requisition Number: 1063803
This position is Remote in Eastern and Central Time Zone. You will have the flexibility to work remotely* as you take on some tough challenges.
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 inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together.
In this role, you'll connect with eligible members primarily through outbound telephone outreach and help them schedule an in-home HouseCalls visit with a licensed medical professional. Success comes from your ability to connect with members, build trust quickly, explain the value of the visit, and guide them through the scheduling process.
This is a fast-paced, high-volume call center environment, averaging 60+ call attempts per day. You'll balance member conversations with navigating multiple systems, accurately documenting information, scheduling appointments, and meeting established productivity and quality expectations.
This position is full-time (40 hours / week), Monday through Friday. Employees are required to have flexibility to work an 8-hour shift during our normal business hours of 9:00 a.m. to 5:30 p.m. local time. Occasional overtime may be required based on business needs.
We offer 8 weeks of paid, virtual on-the-job training conducted from your home. Training hours will be 9:00 am - 5:30 pm EST, Monday through Friday.
Watch this video to understand the expectations of being a remote worker with UnitedHealthcare.
Primary Responsibilities:

• Complete primarily outbound, as well as inbound, telephone outreach to eligible members using auto dialer and manual dialing, averaging 60+ call attempts per day
• Connect with members, build trust, and explain the purpose and value of a HouseCalls visit
• Schedule in-home visits with licensed medical professionals
• Accurately schedule appointments and resolve member questions, scheduling issues, or concerns
• Navigate multiple computer systems and screens while communicating with members and documenting interactions
• Provide excellent customer service and create a positive member experience through clear, professional, and respectful communication
• Consistently meet established productivity, quality, time management, and attendance expectations
• Maintain confidential health information according to state and federal regulations, including HIPAA

Our culture emphasizes support, growth, and genuine team engagement. Through consistent coaching, collaboration, and team activities, we create an environment where you can thrive. You'll be recognized and rewarded for your performance while continuing to develop your skills and prepare for future opportunities.
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 equivalent work experience
• Must be 18 years of age OR older
• 1+ years of inbound and outbound call center experience, including managing high call volumes and delivering excellent customer service
• 1+ years of professional experience using a telephone and computer as primary tools to perform job responsibilities
• Experience using:
  • Microsoft Word, including creating, editing, and saving documents
  • Microsoft Excel, including sorting and filtering data
  • Microsoft Outlook, including email, folders, attachments, and calendaring
• Ability to work from home
• Ability to work Monday through Friday, 9:00 a.m. to 5:30 p.m. local time

Preferred Qualifications

• Experience managing an average call volume of 60+ calls or call attempts per day
• Healthcare OR insurance benefits experience
• Medicaid and / OR Medicare experience
• Bilingual fluency in English and Spanish
• Telecommuting OR remote-work experience
• Experience navigating multiple computer systems and screens while assisting customers or members

Telecommuting Requirements:

• Reside within Eastern and Central Time Zone
• Ability to keep all company sensitive documents secure (if applicable)
• Required to have a dedicated work area established that is separated from other living areas and provides information privacy
• Must live in a location that can receive a UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet service (UHG requires a wired internet connection: cable, DSL or fiber internet service with Minimum speed standard of 25 Mb download/10-15 Mb upload. Wireless services such as satellite, hot spot, line of sight antenna cannot be used for telecommuting.)

Soft Skills:

• Comfortable making outbound calls to members without prior engagement
• Ability to connect with members, build rapport, and communicate effectively over the telephone
• Comfortable working toward established productivity, quality, and performance goals
• Ability to talk with members while simultaneously navigating multiple computer systems and documenting information
• Strong organizational and time-management skills
• Strong attention to detail and ability to schedule appointments accurately
• Professional telephone etiquette
• Ability to learn new systems, processes, and information in a fast-paced environment

*All employees working remotely will be required to adhere to UnitedHealth Group's Telecommuter Policy
Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer 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 us, you'll find a far-reaching choice of benefits and incentives. The hourly pay for this role will range from $16 - $29 per hour based on full-time employment. We comply with all minimum wage laws as applicable.
At UnitedHealth Group, our mission is to help people live healthier lives and help make the health system work better for everyone. Together, we are shaping the future of healthcare by harnessing technology and innovation to make care simpler to navigate, more affordable and more connected for the people we serve. We are committed to creating an inclusive workplace where everyone feels welcomed, valued, heard and respected, empowering people to bring their authentic selves to work and strengthening our collective impact through diverse talents, backgrounds, experiences and perspectives.
UnitedHealth Group and its affiliated brands are an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.
UnitedHealth Group and its affiliated brands are a drug-free workplace. Candidates are required to pass a drug test before beginning employment.
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