Bilingual English and Spanish Pre - Visit Coordinator

This position is remote in the Eastern, Central, or Mountain Time Zone, offering the flexibility to work from home while tackling challenging and impactful work.

About the role

The Member and Clinician Support team coordinates Pre-Visit assessments before HouseCalls visits to ensure accurate, up-to-date information is documented. This includes communication with providers (both internal and external), members, and their families.

Pre-Visit Coordinators work in a fast-paced, high-volume, virtual call center environment from their own homes, providing immediate care coordination via telephonic inbound and outbound calls.

This is a full-time position. Employees are required to work during normal business hours of 9:45 AM – 6:15 PM CST, with occasional overtime or weekends as needed by the business. Training lasts 2-3 weeks with hours from 9:00 AM – 5:30 PM CST.

Responsibilities

• Complete telephonic outreach to members using auto-dialer and manual dialing
• Receive inbound calls from members and transfers from other departments
• Influence members to fully complete the Pre-Visit Assessment
• Ask assessment questions and actively listen to member responses
• Accurately document demographic and medical history information in the Pre-Visit assessment
• Ensure members have access to a Primary Care Provider (PCP)
• Identify and document gaps in care, preventative screenings, allergies, and surgeries
• Provide excellent customer service to both members and providers
• Consistently meet metrics for quality, productivity, and outcomes
• Maintain schedule adherence and good attendance
• Maintain confidential health information according to state and federal regulations, including HIPAA

Common Leadership Behaviors for Success

• Serving Customers
• Being Accountable
• Influencing Others
• Delivering Results

Requirements

• High School Diploma / GED or equivalent work experience
• Must be 18 years of age or older
• 2+ years of call center and/or telephonic customer service experience, preferably in healthcare
• 2+ years of healthcare experience and/or social work, community outreach, or advocacy experience
• 1+ years of experience collecting and documenting medical history information and using medical terminology
• Work experience using Microsoft Word (edit, create, and save documents), Microsoft Excel (sorting and filtering data), and Microsoft Outlook (email, folders, attachments, and calendaring)
• Bilingual fluency in English and Spanish
• Ability to work during normal business hours of 9:45 AM – 6:15 PM CST, including flexibility to work occasional overtime or weekends based on business need

Preferred Qualifications

• Experience working as a Licensed Practical Nurse (LPN), Certified Medical Assistant (CMA), Community Health Worker (CHW), or Certified Nursing Assistant (CNA)
• Experience working with Medicare and/or Medicaid members/patients
• Experience working successfully as a telecommuter
• Ability to work in the local office if/when system or internet issues occur

Telecommuting Requirements

• Reside within the Eastern, Central, or Mountain Time Zone
• 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
• Ability to connect directly to the internet via hardwire (either directly to modem or router)

Soft Skills

• Comfortable working in a fast-paced, high-volume, call center environment
• Able and comfortable with meeting/exceeding metrics and goals within the department
• Comfortable working on the phone and navigating multiple systems on the computer simultaneously while assisting members
• Comfortable making telephonic outreach to members without prior engagement
• Excellent organizational skills
• Professional and compassionate telephone etiquette

Pay

The hourly pay for this role ranges from $20 – $36 per hour based on full-time employment, depending on factors such as local labor markets, education, work experience, and certifications.

Benefits

In addition to salary, we offer a comprehensive benefits package, incentive and recognition programs, equity stock purchase, and 401k contribution (all benefits are subject to eligibility requirements).