EAP Senior Coordinator – National Remote

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.  

Schedule:

Monday-Friday 6:30 am-10:15 pm central. (8-hour shift within and flexibility needed with consistent schedule)

Rotating on call 2X per year 1 full night shift week and 1 weekend.

Call center environment providing expertise and assistance to employee in the Employee Assistance Program members.

You’ll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges. 

Primary Responsibilities:

• Provide intake for inbound EWS calls, following any special contract or client deliverables.
• Consults with members to identify and analyze needs to provide appropriate recommendations and support including warm transfers to other internal services, educational articles and referrals to community, state and federal services and resources.
• Providing telephonic assistance to employees who are dealing with a variety of issues, including workplace stress, family issues and mental health needs.
• Responsible for being knowledgeable of products and services in order educate and promote service deliverables to customers.
• Triage calls to appropriate resources or vendors as appropriate based on the customer’s needs or concerns.
• Document information from each call into the computer system and maintain complete discretion and confidentiality.
• Determining member eligibility and benefit coverage as appropriate.
• Research and contact community resource providers, verify services.
• Responsible for additional tasks including the coordination of online consultation requests and completion of administrative tasks associated with processing online activations.
• Updating and making notes in the non-clinical provider database.
• Create and edit high quality referral documents.
• Must have the ability to handle a high volume of work and keep up with a fast paced and changing environment.

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
• 5+ years of customer service and/or call center experience
• 1+ years of experience working in social services, research, education or related Health care field (i.e. child/parenting, adult/elder, mental health, housing education, facility-based programs and any related healthcare experience)
• Intermediate level of proficiency in Microsoft Office Suite (Outlook, Word, One Note and Excel)
• Knowledge of HIPAA Regulations

Preferred Qualifications:

• Previous EAP experience 

Soft Skills:

• Strong written and verbal communication skills, effective logic reasoning and critical thinking skills, and an ability to maintain professionalism with colleagues and customers

Telecommuting Requirements:

• 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 service

#RPO #GREEN