Pre - Visit Coordinator

This position is remote within the EST, CST, or MST time zones, offering flexibility to work from home while tackling meaningful challenges. Optum is a global organization that delivers care, aided by technology to help millions live healthier lives. Your work will directly improve health outcomes by connecting people with the care, pharmacy benefits, data, and resources they need.

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. As a Pre-Visit Coordinator, you will work in a fast-paced, high-volume, virtual call center environment from your home, handling immediate care coordination needs via telephonic inbound and outbound calls.

This is a full-time position, Monday through Friday, with required business hours of 9:45 am – 6:15 pm CST. Occasional overtime or weekend work may be necessary based on business needs. We provide 2–3 weeks of paid virtual training, with training 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
• Uphold confidentiality of health information in accordance with state, federal, and HIPAA regulations

Core 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
• Proficiency with Microsoft Word (editing, creating, and saving documents), Microsoft Excel (sorting and filtering data), and Microsoft Outlook (email, folders, attachments, and calendaring)
• Ability to work full-time during business hours (9:45 am – 6:15 pm CST, Monday – Friday), including flexibility for occasional overtime or weekends

Preferred Qualifications

• Experience 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 a local office if system or internet issues arise
• Bilingual fluency in English and Spanish

Telecommuting Requirements

• Must reside within the Eastern, Central, or Mountain Time Zone
• Ability to keep all company-sensitive documents secure
• Dedicated work area separated from other living areas, ensuring information privacy
• Must live in a location that can receive a UnitedHealth Group-approved high-speed internet connection (wired connection required: cable, DSL, or fiber with minimum speeds of 25 Mb download/10–15 Mb upload; wireless services such as satellite, hotspot, or line-of-sight antenna are not permitted)
• Ability to connect directly to the internet via hardwire (directly to modem or router)

Soft Skills

• Comfortable working in a fast-paced, high-volume call center environment
• Able to meet or exceed departmental metrics and goals
• Comfortable working on the phone while navigating multiple computer systems simultaneously
• 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 competitive pay, we offer a comprehensive benefits package, incentive and recognition programs, equity stock purchase, and 401k contribution (all benefits are subject to eligibility requirements).