Call Center Nurse RN – Per Diem – National Remote

Opportunities with ProHealth Care, part of the Optum family of businesses. ProHealth Care is proud to be a leader in health care services, serving Waukesha County and the surrounding areas for more than a century. Explore opportunities across the full spectrum of care as you help us improve the well-being of the community with your skills, compassion and innovation. Be part of a collaborative environment that strives for excellence, nurtures respect and ensures high-quality care delivery to our patients. Join us in making an impact and discover the meaning behind Caring. Connecting. Growing together.

The Call Center Nurse RN serves as a clinical contact for patients and consumers of healthcare with medical questions or seeking medical advice via telephone or other communication methods. As a critical member of the high performing Patient Access team, the telephone triage nurse provides clinical assessment to facilitate next steps in the patient’s care. They are vital to improving patient care outcomes using a variety of methods including telephone triage, appointment scheduling, referrals for clinical symptoms to care team setting, and population health outreach responsibilities. The nurse accepts incoming patient calls and assists each patient appropriately, based on their individual care needs. This role continuously provides world class customer service in a high-volume call setting.

Schedule: Will need to be flexible – varies depending on availability and the ability to be on call on weekends.

Training: Ability to be able to train Monday – Thursday – 7 AM – 5 PM CST for 6-8 weeks.

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

Primary Responsibilities:

• Population Health Management: Supports system initiatives for population health management and the care delivery of specific patient populations through telephone triage, chart review and outreach to patients in need of care
• Provides clinical assessment and review of documentation for outreach to existing or ProHealth attributed patients to schedule care that is deemed clinically appropriate
• Telephone Triage Management: Offers call center RN triage or Assessment & Referral Triage when patient communicates symptoms, using evidence-based protocols for Nurse Triage
• Handles emergent calls based on information provided by caller and department protocol
• Responsible for facilitating professional verbal and written communication
• Has the ability to make patient care decisions based on the urgency of the patient needs using safe and effective telephone advice, care management and directions for the appropriate level of care required
• Is able to direct patient to most appropriate level of care facility.(i.e. office visit vs. urgent care vs. emergency room)
• Responsible for a high level of proficiency in handling critical calls ensuring a positive care outcome and patient experience
• Appointment Scheduling: Based on triage disposition, accurately schedules provider, nurse, lab, resource, service line, and education/ support groups using schedule templates as needed
• Matches patient needs to available appointments, while following department, service line and provider specific protocols, schedule templates and patient preferences
• Makes decisions about joint visits based on patient risk and triage disposition
• Provides support to patients by answering clinical questions and resolving urgent and non-urgent clinical questions while scheduling appointments
• Assists with analyzing customer problems in order to ensure the best outcomes and the highest patient satisfaction
• Provides follow-up with customers as necessary in order to provide closure and an outstanding customer experience
• Serves as the first point of contact for patients calling with medical questions or seeking medical advice and ensures their calls are being answered in a friendly, personal, professional and timely manner
• Provides patients and consumers with evidence-based information about any questions or concerns they might have in regards to their health care experience
• Accurately connects patients to other services as needed/anticipated (social services, financial/billing services, clinical services, etc.)
• Provides concise documentation in the electronic medical record (EMR) and any other communication methods and routes to appropriate care team members
• Possesses and demonstrates sound clinical, organizational and communication skills
• A subject matter expert that utilizes critical thinking and decision-making skills to recognize and align patient reported symptoms with established protocols and assign acuity levels to ensure a high quality, safe and timely disposition of each patient interaction
• Evaluates the patient or patient designee’s understanding of instructions using teach-back methodology and conveys related information to the appropriate care teams via EMR documentation, telephone or other modern means of communication
• Demonstrates ability to effectively use all systems including but not limited to the EMR (Electronic Medical Record), Transportation Services, Microsoft Outlook, organization’s intranet (iNet), Virtual and Telephonic Interpretive Services, Credit Card Banking system
• All other 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:

• Associate’s Degree (or higher) in Nursing 
• Unrestricted Compact State RN licensure or Wisconsin RN License
• 1+ years of nursing experience in a primary care clinic environment OR 3+ years of nursing experience in hospital, home care, or community 
• 1+ years of recent experience working in an EMR (electronic medical record), preferably EPIC
• Intermediate level of proficiency with Microsoft Office programs, including Word, Excel, PowerPoint
• Designated workspace and access to install secure high-speed internet via cable or DSL in home
• Ability to train Monday – Thursday – 7 AM – 5 PM CST for 6-8 weeks.

Preferred Qualifications:

• Bachelor’s Degree in Nursing 
• 1+ years of telephone remote triage experience

Soft Skills:

• Demonstrated computer and keyboarding skills
• Demonstrated exceptional customer service skills
• Excellent time management, organizational, and prioritization skills with ability to balance multiple priorities 
• Able to work independently, self-directed and the ability to be self-starter 

*All Telecommuters will be required to adhere to UnitedHealth Group’s Telecommuter Policy. 

 

California, Colorado, Nevada, Connecticut, New York, New Jersey, Rhode Island, Hawaii, Washington, or Washington D.C Residents Only: The hourly range for California, Colorado, Nevada, Connecticut, New York, New Jersey, Rhode Island, Hawaii, Washington, or Washington D.C residents is $28.03 to $54.95 per hour. Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. UnitedHealth Group complies with all minimum wage laws as applicable. In addition to your salary, UnitedHealth Group offers 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 UnitedHealth Group, you’ll find a far-reaching choice of benefits and incentives. 

  

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.  

 

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. 

 

 

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. 

  

 

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