Call Center Representative (Wellness Coordinator) - San Juan, PR

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 diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together.

This position may also be responsible for the development and accuracy of the Resource Referral network, using research, investigative, interviewing, and assessment techniques to locate resources of integrity and quality. This position will also coordinate the facilitation of Vendor services. This position is expected to be able to answer a high volume of calls, document information from each call into the computer system and maintain complete discretion and confidentiality.

Wellness Coordinators provide telephonic engagement for enrollees generated from predictive models and direct referrals.

Primary Responsibilities:

• Outbound calls to members who are diagnosed with Behavioral Health needs and provide coverage to inbound calls for case management
• Perform assessments via phone
• Provide behavioral health benefit education
• Assists enrollees with understanding and locating community support services and outpatient behavioral health resources
• Escalates cases to clinical team partners
• Other duties may apply

ENGLISH PROFICIENT ASSESSMENT WILL BE REQUIRED AFTER APPLICATION

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:

• 1+ years of experience in call center environment
• Proven intermediate to advanced PC navigation and Microsoft Office experience (Microsoft Office - Outlook, Excel, PowerPoint, Word)
• Demonstrated ability to learn new computer software applications quickly and to toggle between multiple systems
• Bilingual Spanish/English proficiency
• Availability to work a full-time schedule, 40 hours a week at minimum, Monday - Friday from 8:00am - 9:00pm. (It may be necessary, given the business need to work weekends, holidays, and overtime)

Preferred Qualifications:

• Associate or Bachelor's degree in health related, nursing, social work, psychology, counseling, or behavioral science field
• 1+ years of experience working directly with the enrollees with special needs or similar behavioral health work
• Experience working in an environment that required coordination of care and utilization of multiple provider/services and resources for patients
• Managed care experience
• Casework experience at hospitals, social service agencies, government agencies, community support, or mental health centers
• Behavioral setting experience (i.e. hospital, managed care organization, or joint behavioral outpatient practice)
• Working knowledge of community-based resources and services

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.