Member Engagement Outreach Specialist

This position is National Remote. You’ll enjoy the flexibility to telecommute* from anywhere within the U.S. 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.

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.

What makes your career greater with Landmark? You can improve the health of others and help heal the health care system. You can work in an incredible team culture; a clinical and business collaboration that is learning and evolving every day. 

Positions in this function are the first contact many of our customers have with Landmark. The Central Outreach Specialists play a critical role in reaching out to potential customers, explaining the benefits of our program and approach, and scheduling the initial in-home clinical visit with the customer and, where applicable, their family and care giver(s).

This position is full-time (40 hours/week) Monday – Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 7:00am – 7:30pm CST. It may be necessary, given the business need, to work occasional overtime. 

We offer 8 weeks of paid training. The hours during training will be 8am to 5pm CST, Monday – Friday. 100% attendance is required – No time off is permitted.

                                                  

Primary Responsibilities:

• Effectively identify customer/family/caregiver needs and communicate services offered and aid the caller in understanding the value of Landmark services
• Establish rapport and engage members with Landmark by scheduling the first initial visit
• Maintain accurate records of all customer interactions while safeguarding Protected Health Information
• Display compassion and empathy in all customer/family/care giver interactions
• Adhere to HIPAA guidelines and regulations
• Route calls properly to support first call resolution
• Attend/participate in educational/training activities to improve knowledge and performance level
• Meet individual and team qualitative and quantitative targets
• Adhere to attendance requirements
• Other administrative 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 equivalent work experience
• Must be 18 years of age or older
• Ability to multi-task, set priorities, and manage time effectively
• Phone and verbal communication skills along with active listening
• Customer focus and adaptability to different customer situations
• Experience working with Windows PC Applications with the ability to learn new and sometimes complicated systems
• Ability to work full-time (40 hours/week) Monday – Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 7:00am – 7:30pm CST. It may be necessary, given the business need, to work occasional overtime

                                                  

Preferred Qualifications:

• 1+ years in an outreach environment
• 2+ years of experience using CRM applications
• Experience communicating with a senior population over the phone
• Interpersonal, written, and oral communication skills
• Ability to meet production and quality goals
• Must be able to work in a collaborative atmosphere
• Typing speed of 40+ WPM

                                                  

Telecommuting Requirements:

• 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

                                                  

Physical and Work Environment:

• Sitting for periods of time to perform job associated task
• Regular requirement to talk and listen
• Occasional requirement to stand; walk and reach with hands and arms
• Occasional requirement to lift and/or move up to 10 pounds
• Vision abilities include close vision, peripheral vision, depth perception and ability to adjust focus
• Work is generally in an office or virtual setting
• Noise level is usually moderate

                                                  

*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 $16.00 – $27.69 per hour based on full-time employment. We comply with all minimum wage laws as applicable.

Application Deadline: This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants.

                                                  

At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone-of every race, gender, sexuality, age, location, and income-deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups, and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes – an enterprise priority reflected in our mission.

                                                  

                                                  

UnitedHealth Group is 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 is a drug – free workplace. Candidates are required to pass a drug test before beginning employment.