Call Center LPN - Telecommute

Do you have compassion and a passion to help others? Do you have compassion and a passion to help others? Transforming healthcare and millions of lives as a result starts with the values you embrace and the passion you bring to achieve your life''s best work.(sm) Working in a call center environment under supervision, this position handles inbound calls from patients, patient representatives, providers and other medical staff. Practicing quality clinical skills and strictly adhering to established protocols, handles patient inquiries and requests. When appropriate, refers medically related inquiries/requests and complaints to clinic staff for intervention and resolution. Also assists callers with general contacts including, but not limited to, appointment scheduling, general facility and provider information, general requests, medical records requests and issue resolution. Works collaboratively with clinic staff and other departments to provide an exceptional patient experience. Primary Responsibilities: Work effectively in a structured, production environment Adhere to daily schedules and assignments Strictly adheres to established advanced protocols to handle incoming contacts including, but not limited to, prescription refill requests, lab results, x-ray results, medical triage assessments, medical inquiries and referral requests Primarily make outbound calls but occasionally help manage the inbound call que from patients, patient representatives, providers and other medical staff, while strictly adhering to established protocols and scripting Assists callers with general contacts including, but not limited to, appointment scheduling, general facility and provider information, general requests, medical records requests and issue resolution Verify and update patient information in the clinical information system When appropriate, assigns electronic tasks to clinic staff to intervene with medically related inquiries and requests and to address concerns Contact patients to remind of appointments Contact patients to communicate special outbound call campaign messaging Review patient chart (in EMR) to ensure core measures are being addressed and met per protocol and takes appropriate action when they are not, i.e., schedule services Assist patients with identification of and connectivity to community and program resources to assist with non-medical needs, (Pharmacy assistance programs, meals on wheels, LIS) Document thoroughly all calls and actions taken within core systems Performs all other related duties as assigned Schedule patients for telehealth visits using telehealth platform SecureVideo, Mend and/or MyTeamHealth Schedule patients for curbside events held at doctor''s office or WellMed clinic Coordinate services for patients such as tablet drop off Identify patient''s clinical need and three way with different external and internal departments to coordinate care for patients (such as pharmacy) Work in EMR system Trucare to coordinate care for patients and input referrals for case management Redirect patients to case management by identifying if there is a clinical need Help arrange and resolve DME equipment issues Social Determinants of Health arrangements and coordination Proficient in excel and using excel spreadsheets to record and track call data 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: Graduate of an accredited LPN Program Unrestricted LVN/LPN license in applicable states 1+ year of Call Center Experience on the CPR Team An internal candidate Ability to respond appropriately to patient questions regarding tests and treatments Ability to exercise sound judgment in the handling of complex medical assistant inquiries per protocol Preferred Qualifications: Familiarity with managed care Medical office experience Electronic Medical Record experience Bilingual (English and Spanish) Ability to work effectively in a fast-paced call center environment Ability to adhere to daily schedules and duties Excellent Customer Service voice and demeanor Excellent telephone etiquette Solid computer experience (data entry, screen navigation, keyboarding) Solid desire to work with the elderly Full COVID-19 vaccination is an essential job function of this role. Candidates located in states that mandate COVID-19 booster doses must also comply with those state requirements. UnitedHealth Group will adhere to all federal, state and local regulations as well as all client requirements and will obtain necessary proof of vaccination, and boosters when applicable, prior to employment to ensure compliance. Candidates must be able to perform all essential job functions with or without reasonable accommodation Physical & Mental Requirements: Ability to sit for extended periods of time Ability to receive and comprehend instructions verbally and/or in writing Ability to use logical reasoning for simple and complex problem solving If the hired individual resides in Florida (office based or telecommuting) this position requires the AHCA Level II background check (fingerprinting) by the State of Florida for all clinicians that have direct face to face contact with members OR employees who will have access to confidential patient data and will require renewal every five years To protect the health and safety of our workforce, patients and communities we serve, UnitedHealth Group and its affiliate companies require all employees to disclose COVID-19 vaccination status prior to beginning employment. In addition, some roles and locations require full COVID-19 vaccination, including boosters, as an essential job function. UnitedHealth Group adheres to all federal, state and local COVID-19 vaccination regulations as well as all client COVID-19 vaccination requirements and will obtain the necessary information from candidates prior to employment to ensure compliance. Candidates must be able to perform all essential job functions with or without reasonable accommodation. Failure to meet the vaccination requirement may result in rescission of an employment offer or termination of employment. Careers with WellMed. Our focus is simple. We''re innovators in preventative health care, striving to change the face of health care for seniors., WellMed is a network of doctors, specialists and other medical professionals that specialize in providing care for 550,000+ older adults with over 16,000 doctors'' offices in Texas and Florida through primary and multi-specialty clinics, and contracted medical management services. We''ve joined Optum, part of the UnitedHealth Group family of companies, and our mission is to help the sick become well and to help patients understand and control their health in a lifelong effort at wellness. Our providers and staff are selected for their dedication and focus on preventative, proactive care. For you, that means one incredible team and a singular opportunity to do your life''s best work.(sm) 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.

Created: 2025-11-15