Inbound Outbound Queue Associate Jobs in California

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 Clinical Wellbeing Specialist role is a part of a clinical team focused on behavioral health and emotional wellbeing navigation and support. The team is responsible for care and case management, which includes authorizations and coordination and assurance of appropriate levels of care to members, along with in the moment solution focused consultations and crisis support.

The Clinical Wellbeing Specialist provides one-to-one engagement support with members using clinical expertise to conduct a thorough telephonic assessment of risk to self or others, clinical screening for substance abuse and medical co-morbidities for members. Solution Focused Consultation, Motivational Interviewing, and Short-Term problem resolution are the clinical modalities used to develop an individualized action plan, guiding members to appropriate benefits and resources provided by employer, community and other cross-carrier vendors. The role will provide case management services through review and evaluation of inpatient and outpatient behavioral health treatments for medical necessity, emergency status, and quality of care. The team is empowered to achieve the best possible outcome for the consumer by understanding where the consumer is at with their needs and ensuring the member receives the right care at the right time. The role includes telephonic, digital chat, and/or digital messaging for member interaction. Clinical specialists also coordinate and facilitate the response to high-risk situations through consultation with licensed staff. Work volume comes from both an inbound and outbound queue, both on demand and self-managed.

Clinical Wellbeing Specialists are trained on the foundations of coaching and expected to fulfill their job duties by applying this skillset as a means of experience design. Clinical Wellbeing Specialists are expected to support goal articulation and activate the appropriate benefit or resource available to each unique member. This includes various clinical resources both within the team, as well as through broad partnerships in the organization.

If you are located in California, you will have the flexibility to work from home XX days and the office xx days a week in this hybrid role.

Primary Responsibilities:

• Engage individually with members to clinically and holistically assess the reason for call and presenting needs including issues impacting the individual's personal wellbeing, emotional and physical health, and personal safety
• Genuine passion for improving a member's behavioral health experience, supporting adults, youth, and families
• Provides services for adults, youth and families via inbound and outbound phone queues, inbound chats, and additional communications
• Anticipates member needs and proactively identifies solutions
• Conduct thorough assessment of risk of harm to self, or others; assist with safety planning and coordinating services with emergency personnel and hospital staff through consultation with other licensed staff in order to access appropriate level of care and ongoing support
• Coordinate follow-up care and services to individuals and organizations, as appropriate
• Develop next steps and identify meaningful goals and resources utilizing Solution Focused Consultation model
• Provide appropriate type of service based on member's presentation, clinical history and needs and accurately differentiate between EWS and BH services
• Formulate short term problem resolution plan of action and provide Full Benefit Exploration reviewing the appropriate tools and resources to support the plan, offer and refer clients to additional benefits, and authorize additional services including behavioral health, and/or contracted
• EWS and behavioral health network providers
• Formulate accurate description of member's clinical presentation in their individual clinical records and maintaining appropriate records, case notes, forms and reports as well as database entries
• Provide training in coaching skills foundations and successfully employs techniques in engagements with a focus on member goal articulation and achievement
• Fosters a service-oriented environment and participates in human centered experience development
• Identifies solutions to non-standard requests and problems
• Solves moderately complex problems and/or conducts moderately complex analyses
• Works with minimal guidance; seeks guidance on only the most complex tasks
• Translates concepts in practice
• Provides explanations and information to others on difficult issues
• Coaches, provides feedback and guides others, acting as a resource for others with less experience
• Participate in staff meetings, case consultations, and training opportunities
• Consult as required with other licensed staff and supervisors

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:

• Licensed Mental Health Clinician with a Master's degree in psychology, social work, counseling or marriage, or family counseling, or related mental health discipline
• Active, unrestricted independent clinical license in the state of California
• Ability to work any of our 8.5-hour shift schedules during our normal business hours of Monday-Friday 6:45am - 7:15pm CST. It may be necessary, given the business need, to work occasional overtime
• Designated workspace and access to secure high-speed internet via cable/DSL in home
• Permanent residence in the state of California

Preferred Qualifications:

• 2+ years of child and family experience
• Experience supporting members in an inbound call center
• Proven solid written, verbal and interpersonal skills. Able to use various computer applications and move through computer screens while talking with members
• Proven ability to build rapport, assess and address risk, and develop goals with members in a telephonic and/or online
• Proven ability to work with a culturally and geographically diverse population
• Proven ability to address a variety of problems and issues as presented by members
• Proven ability to work flexibly and creatively with other professional team members

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 $29 - $52 per hour based on full-time employment. We comply with all minimum wage laws as applicable.

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.

UnitedHealth Group is 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 is a drug - free workplace. Candidates are required to pass a drug test before beginning employment.