Virtual Visit Specialist

Requisition number: 2399145

Job category: Medical & Clinical Operations

This position is Remote in Central OR Mountain Time Zones. 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.

The HouseCalls Virtual Visit team is responsible for ensuring members and practitioners can connect with their technology to successfully complete Virtual Visits. Virtual Visit Specialists (VVS) work with members over phone and video, prior to the Virtual Visit, to ensure they can connect the technology. VVS supports practitioners with trouble shooting the technology. They also and provide additional member and provider support. Virtual Visit Specialists place outbound calls manually and via an auto-dialer and receive inbound calls, in a call center environment. To help the member connect for the visit, Virtual Visit Specialists also interact with members and practitioners over video camera.

This position is full-time, Monday - Friday. Employees are required to have flexibility to work an 8-hour shift schedule from 9:10 am - 5:40 pm CST, during our normal business hours of 7:00 am - 6:00 pm CST. It may be necessary, given the business need, to work occasional overtime.

We offer 2 - 3 weeks of paid training. The hours during training will be 8:00 am - 4:30 pm CST, Monday - Friday. Training will be conducted virtually from your home.

Primary Responsibilities:

• Place outbound calls to members to perform virtual visit technology setup, validation, and troubleshooting

• Answer inbound calls from members and practitioners regarding issues with technology

• Interact with members over video/camera calls

• Support members who need assistance accessing their post-visit digital member materials

• Assist collaborating providers with accessing systems

• Demonstrate sensitivity to issues and show proactive behavior in addressing customer needs

• Escalate issues when defined by protocols

• Demonstrate patience, active listening, and empathy in all interactions

• Demonstrate effective communication through proper tone, pace, volume, grammar, and pronunciation

• Control the interaction to ensure each member issue is handled completely and efficiently

• Meets key performance goals established including quality and attendance

• Maintain confidentiality and adhere to HIPAA requirements

• Navigate and document in multiple systems while speaking with members telephonically and over video

• Consistently meets metrics, for quality, productivity, and outcomes

• Consistently maintains schedule adherence and good attendance

• 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:

• High School Diploma / GED OR equivalent work experience

• Must be 18 years of age OR older

• 1 + years of telephonic customer service experience OR in-person customer service experience, handling moderate to complex transactions

• Experience in dealing with the senior / Medicare population

• Experience with Microsoft Office software including Microsoft Word, Microsoft Excel (create, edit, save documents and spreadsheets) and Microsoft Outlook (email and calendar management)

• Knowledge of smart device (phone and tablet) setup and troubleshooting

• You will be required to adhere to UnitedHealth Group's US Telecommuting Policy

• Ability to work full-time, Monday - Friday. Employees are required to have flexibility to work an 8-hour shift schedule from 9:10 am - 5:40 pm CST, during our normal business hours of 7:00 am - 6:00 pm CST.

Preferred Qualifications:

• Experience successfully working as a telecommuter

• Experience with Salesforce

Telecommuting Requirements:

• Reside within Central OR Mountain Time Zones

• 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

• Must have capability to work from home (dedicated workspace, high-speed internet available in the area, and able to hardwire to a modem). Must be willing to work in the local office if/when system or internet issues occur

Soft Skills:

• Must be comfortable working in a fast-paced, high-volume, call center environment

• Must be able and comfortable with meeting/exceeding metrics and goals within the department

• Must be comfortable working on the phone and navigate multiple systems on the computer simultaneously while assisting/serving members

• Must be comfortable making telephonic outreach to members without prior engagement

• Telephone etiquette: Demonstrate professionalism and compassion

• Excellent Organizational Skills

• Serving Customers

• Being Accountable

• Influencing Others

• Delivering Results

*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 $18 - $32 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 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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