Remote Call Center Manager Jobs in Maple Grove, MN

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.

EAP Specialists are responsible for taking inbound calls to provide telephonic assessment and solution-focused consultation to clients calling regarding their behavioral health benefits. In addition to assessment and triage, the successful candidate will engage in short-term problem resolution, authorization and referrals for routine and crisis callers.

Several structured work schedules are currently available which include shift differentials for evenings, overnights, weekends, and holidays. You'll enjoy the flexibility to work remotely * from anywhere within the U.S. as you take on some tough challenges. Due to business needs, residency in California is preferred.

Primary Responsibilities:

• Take calls from a queue in a call center environment
• Use clinical expertise to conduct a thorough assessment of risk to self or others and screen for substance abuse and medical co-morbidities
• Conduct telephonic consultations with individual members
• Use Solution Focused Consultation, Motivational Interviewing, and/or short-term problem resolution to develop an individualized action plan
• Guide individuals to appropriate benefits and resources provided by employer, community, and other cross-carrier vendors
• Solve moderately complex problems and/or conduct moderately complex analyses
• Identify solutions to non-standard requests and problems
• Provide explanations and information to others on difficult issues. Coach, provide feedback, and guide others
• Consult with licensed staff or leadership on high-risk situations  
• Act as the National Point of Contact (NPOC) for non-licensed EAP Specialists
• Be a resource for others with less experience
• Work with minimal guidance; seek guidance on only the most complex tasks

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:

• Master's or Doctoral Degree in Counseling, Psychology, Social Work, or related field
• Active, unrestricted, independent behavioral health license in the state of residence
• 2 years of clinical experience, post-master's degree
• Familiarity with EAP services, including intake processes, referral coordination, and crisis intervention protocols
• Designated workspace and secure high-speed internet in your home

Preferred Qualifications:

• Certified Employee Assistance Professional (CEAP)
• EAP experience
• Experience working in a managed care organization, inpatient setting, public or private clinic with an emphasis on mental health, and/or chemical dependency
• Experience working with adults in crisis
• Experience working with various age groups
• Experience in a call center setting
• Experience with crisis management
• Dual diagnosis experience with mental health and substance abuse
• Experience working in an environment that required coordination of benefits and utilization of multiple groups and resources for patients
• Proficient with Electronic Medical Record (EMR) systems and MS Office applications (Outlook and Teams)
• Proven solid written and verbal communication skills
• Proven solid interpersonal skills and the ability to work effectively among different levels of management and personnel
• Proven solid organizational skills with the ability to manage stressful situations and multiple competing priorities

*All employees working remotely will be required to adhere to UnitedHealth Group's Telecommuter Policy

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 $29.00 - $52.00 per hour based on full-time employment. We comply with all minimum wage laws as applicable.

Application Deadline: This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants.

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.