797836 Worklife Advisor Telecommute in Multiple Locations

Improve the lives of others while doing your life's best work.SM

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Worklife Advisor - Telecommute in Multiple Locations (797836)

Position Description

Energize your career with one of Healthcare’s fastest growing companies.  


You dream of a great career with a great company – where you can make an impact and help people. We dream of giving you the opportunity to do just this.  And with the incredible growth of our business, it’s a dream that definitely can come true. Already one of the world’s leading Healthcare companies, UnitedHealth Group is restlessly pursuing new ways to operate our service centers, improve our service levels and help people lead healthier lives.  We live for the opportunity to make a difference and right now, we are living it up.


This opportunity is with one of our most exciting business areas: Optum – a growing part of our family of companies that make UnitedHealth Group a Fortune 6 leader.


Optum helps nearly 60 million Americans live their lives to the fullest by educating them about their symptoms, conditions and treatments; helping them to navigate the system, finance their healthcare needs and stay on track with their health goals. No other business touches so many lives in such a positive way. And we do it all with every action focused on our shared values of Integrity, Compassion, Relationships, Innovation & Performance.

Location in Portland, Seattle, San Diego, San Francisco, Phoenix, San Antonio, Boise, and Minneapolis

Primary Responsibilities:
  • Maintain a weekly caseload in accordance with the department performance metrics and standards
  • Consult with members telephonically and via chat function to assess support needs while setting appropriate expectations of services and resources that may be available
  • Accurately collect and document intake information and maintain appropriate records of case in accordance with department expectations
  • Identify risk and warm transfer member to other internal services for assistance when appropriate / necessary (i.e. TEAP, EAP, etc.)
  • Identify, educate, discuss and send educational materials to address member’s defined need
  • Accurately and thoroughly complete the appropriate assessment to identify and be able to provide community, state, and federal resources that meet member’s specific needs
  • Initiate and conduct in - depth research on available resources using a variety of options including but not limited to internal database of community resources, Medicaid state guides, professional organizations and associations, Internet, resource directories and publications
  • Screen and verify resources through telephone interviews with community, state and federal based organizations
  • Frequently interface with board certified physicians, licensed mental health providers, and other licensed professionals and organizations to obtain service and resource information
  • Collaborate, partner and build strong relationships across other departments to determine the best solution for each member’s individual case / need
  • Review all search results within a case for accuracy and determine if they meet the member’s needs
  • Deliver referral information to client in appropriate format (written, verbal, electronic) within the agreed upon timeline of the case, customer contract, and / or in accordance with the department’s turnaround time expectations
  • Contact member to provide materials, search results and information about alternative community resource options, as well as discuss any additional needs and / or search requests
  • Accurately follow corporate procedures and document complaints against providers and resources
  • Represent Optum by educating community resources and providers as to the company’s mission and the program and services offered
  • Remain current in knowledge of work / life issues and areas of specialty such as education trends, developmental issues, adoption, government programs, and issues facing children, families and elder care trends
  • Provides full - service case management to members and / or corporate customers seeking assistance with work / life events
  • Consults with members to identify and analyze needs in order to provide appropriate recommendations and support including warm transfers to other internal services (i.e. EAP, TEAP, etc.), educational articles, and referrals to community, state, and federal services and resources
Required Qualifications:
  • Bachelor’s Degree (or higher)
  • Experience in telephonic customer service conveying knowledge and information to clients accessing benefits, services and / or resources
  • Knowledge of community, child / parenting, adult / elder, mental health, housing, education and facility - based resources
  • Work experience using Microsoft Word (create, edit, save documents)
  • Must have access to high speed internet (UHG provided)
  • Must reside within a 60 - mile radius of an Optum Office and located in Portland, Seattle, San Diego, San Francisco, Phoenix, San Antonio, Boise, and Minneapolis
  • Ability to cover the shift as early as 5:00 am PST to 6:00 pm PST Monday - Friday with the ability to cover on - call shifts for evenings, weekends and holidays (usually only a couple weeks per year)
Preferred Qualifications:
  • Bachelor’s Degree (or higher) in Public Health, Mental Health, Social Work, Psychology, Sociology, Education, Geriatric Services, Social Services, Family Life, Counseling, Library Science or related field
  • 5+ years of successful work experience in social services, research, education or related field (i.e. child / parenting, adult / elder, mental health, housing, education and facility - based programs)
  • Ability to maintain a large worksheet, manage multiple worksheets, manipulate data in Microsoft Excel
  • Experience serving and navigating Medicare and Medicaid populations, programs and services
  • Bilingual Spanish / English
Soft Skills:
  • Ability to work both independently and as part of a collaborative team
  • Ability to respond quickly and professionally in a fast - paced and metric driven work environment
  • Strong organizational skills including time management and ability to work on a deadline
  • Exceptional written and verbal communication skills, including interview and telephone skills
  • Ability to navigate multiple screens on a PC while simultaneously communicating with members over the telephone
  • Strong research, networking and negotiation skills
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.

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.

Keywords: EAP, work life, telecommute, UHG, Optum, Medicaid, Medicare
  • Requisition Number797836
  • Job TitleWorklife Advisor - Telecommute in Multiple Locations
  • Job FamilyBehavioral
  • Business SegmentOptum Operations

Job Location Information

  • Portland, OR
    United States
    North America
  • Other LocationsSeattle, WA
    San Diego, CA
    San Francisco, CA
    Phoenix, AZ
    San Antonio, TX

Additional Job Detail Information

  • Employee StatusRegular
  • ScheduleFull-time
  • Job LevelIndividual Contributor
  • ShiftDay Job
  • TravelNo
  • Telecommuter PositionYes
  • Overtime StatusNon-exempt