Care Access Triage Nurse - Rn

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.Come make an impact on the communities we serve as we help advance health equity on a global scale. Here, you will find talented peers, comprehensive benefits, a culture guided by diversity and inclusion, career growth opportunities and your life’s best work.SM

The Care Access Triage Nurse serves as a clinical contact for patients and consumers of healthcare with medical questions or seeking medical advice via telephone or other communication methods. As a critical member of the high performing Patient Access team, the telephone Triage Nurse provides clinical assessment to facilitate next steps in the patient’s care. They are vital to improving patient care outcomes using a variety of methods including telephone triage, appointment scheduling, referrals for clinical symptoms to care team setting, and population health outreach responsibilities. The nurse accepts incoming patient calls and assists each patient appropriately, based on their individual care needs. This role continuously provides world class customer service in a high-volume call setting.

Schedule: Will need to be flexible. Weekly schedule rotation to cover weekday and weekend shifts during day and into evening hours. Set schedule will be determined by the business. Must be able to work CST time zone hours.

You’ll enjoy the flexibility to telecommute * from anywhere within the U.S. as you take on some tough challenges.

Primary Responsibilities:

• Population Health Management: Supports system initiatives for population health management and the care delivery of specific patient populations through telephone triage, chart review and outreach to patients in need of care
• Provides clinical assessment and review of documentation for outreach to existing or ProHealth attributed patients to schedule care that is deemed clinically appropriate
• Telephone Triage Management: Offers call center RN triage or Assessment & Referral Triage when patient communicates symptoms, using evidence-based protocols for Nurse Triage
• Handles emergent calls based on information provided by caller and department protocol
• Responsible for facilitating professional verbal and written communication
• Has the ability to make patient care decisions based on the urgency of the patient needs using safe and effective telephone advice, care management and directions for the appropriate level of care required
• Is able to direct patient to most appropriate level of care facility.(i.e. office visit vs. urgent care vs. emergency room)
• Responsible for a high level of proficiency in handling critical calls ensuring a positive care outcome and patient experience
• Appointment Scheduling: Based on triage disposition, accurately schedules provider, nurse, lab, resource, service line, and education/ support groups using schedule templates as needed
• Matches patient needs to available appointments, while following department, service line and provider specific protocols, schedule templates and patient preferences
• Makes decisions about joint visits based on patient risk and triage disposition
• Provides support to patients by answering clinical questions and resolving urgent and non-urgent clinical questions while scheduling appointments
• Assists with analyzing customer problems in order to ensure the best outcomes and the highest patient satisfaction
• Provides follow-up with customers as necessary in order to provide closure and an outstanding customer experience
• Serves as the first point of contact for patients calling with medical questions or seeking medical advice and ensures their calls are being answered in a friendly, personal, professional and timely manner
• Provides patients and consumers with evidence-based information about any questions or concerns they might have in regards to their health care experience
• Accurately connects patients to other services as needed/anticipated (social services, financial/billing services, clinical services, etc.)
• Provides concise documentation in the electronic medical record (EMR) and any other communication methods and routes to appropriate care team members
• Possesses and demonstrates sound clinical, organizational and communication skills
• A subject matter expert that utilizes critical thinking and decision-making skills to recognize and align patient reported symptoms with established protocols and assign acuity levels to ensure a high quality, safe and timely disposition of each patient interaction
• Evaluates the patient or patient designee’s understanding of instructions using teach-back methodology and conveys related information to the appropriate care teams via EMR documentation, telephone or other modern means of communication
• Demonstrates ability to effectively use all systems including but not limited to the EMR (Electronic Medical Record), Transportation Services, Microsoft Outlook, organization’s intranet (iNet), Virtual and Telephonic Interpretive Services, Credit Card Banking system
• All other duties as assigned

What are the reasons to consider working for UnitedHealth Group? Put it all together - competitive base pay, a full and comprehensive benefit program, performance rewards, and a management team who demonstrates their commitment to your success. Some of our offerings include:

• Paid Time Off which you start to accrue with your first pay period plus 8 Paid Holidays
• Medical Plan options along with participation in a Health Spending Account or a Health Saving account
• Dental, Vision, Life& AD&D Insurance along with Short-term disability and Long-Term Disability coverage
• 401(k) Savings Plan, Employee Stock Purchase Plan
• Education Reimbursement
• Employee Discounts
• Employee Assistance Program
• Employee Referral Bonus Program
• Voluntary Benefits (pet insurance, legal insurance, LTC Insurance, etc.)

Required Qualifications:

• Associate’s Degree (or higher) in Nursing
• Unrestricted active Compact State RN licensure or current active RN Wisconsin state Licensure
• 3+ years of nursing experience in hospital, home care, or community OR 1+ years of nursing experience in a primary care clinic environment
• 1+ years of recent experience working in an EMR (electronic medical record), preferably EPIC
• Intermediate level of proficiency with Microsoft Office programs, including Word, Excel, PowerPoint
• Designated workspace and access to install secure high-speed internet via cable or DSL in home

Preferred Qualifications:

• Bachelor's Degree in Nursing
• 1+ years of telephone remote triage experience
• Demonstrated computer and keyboarding skills
• Demonstrated exceptional customer service skills
• Excellent time management, organizational, and prioritization skills with ability to balance multiple priorities
• Able to work independently, self-directed and the ability to be self-starter
• Able to be flexible for on call coverage when business requires

• All Telecommuters will be required to adhere to UnitedHealth Group’s Telecommuter Policy.

California, Colorado, Nevada, Connecticut, New York, New Jersey, Rhode Island, Hawaii or Washington Residents Only: The hourly range for California, Colorado, Nevada, Connecticut, New York, New Jersey, Rhode Island or Washington residents is $28.03 to $54.95 per hour. Pay is based on several factors including but not limited to education, work experience, certifications, etc. In addition to your salary, UnitedHealth Group offers 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 UnitedHealth Group, you’ll find a far-reaching choice of benefits and incentives.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

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.

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