If you are located within 60 miles of a Landmark facility in the states of North Carolina, Pennsylvania, Michigan, Kansas, Missouri, Arkansas, Ohio, Kentucky, Texas and/or Tennessee, you will have the flexibility to telecommute* (work from home) as you take on some tough challenges.

Do you want to make a difference in healthcare?

Landmark Health was created to transform how healthcare is delivered to the most medically vulnerable members in our community. Our medical group provides home-based medical care to chronically ill patients, many of whom are ill-equipped to navigate our overwhelming healthcare system.

Because many of our patients are frail and elderly, we deliver care primarily in the comfort of their home. Our Program is also offered to eligible patients at no incremental financial cost to them. We are not a fee-for-service practice; we benefit economically only if we deliver high-quality patient outcomes and satisfaction. As a result, our clinical teams can spend quality-time caring for a smaller number of patients, giving all patients the space, respect, compassion and care they deserve.

At Landmark, our interdisciplinary teams collaboratively manage our complex patient panels. These teams are led by Physicians, Nurse Practitioners, and Physician Assistants, with supporting care provided by RN Nurse Care Managers, Social Workers, Pharmacists, Behavioral Health, and other employed team members.

Join Landmark to be part of a growing company full of purpose-driven, action-oriented, and compassionate team members working to dramatically transform healthcare for our communities.

The Patient Care Coordinator is responsible for maintaining appropriate call coverage for Landmark Health’s patient facing phone lines while also contributing to administrative tasks necessary to support the Landmark clinical model. The Patient Care Coordinator reports directly to the Supervisor or the Director, Health Services.

This position is full-time, Sunday- Saturday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 6:00am - 11:30pm EST. It may be necessary, given the business need, to work occasional overtime and/or weekends.

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

Primary Responsibilities:

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  Provide superlative and empathetic telephonic customer service for Landmark patients
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  Actively listen and probe patients in a professional and timely manner to understand and evaluate patient’s need, specifically whether the need is clinical or administrative
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  Warm-transfer calls to Landmark clinical staff for clinically escalated situations
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  Communicate and collaborate with members of the Landmark interdisciplinary team
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  Utilize critical thinking and effective communications to help connect the value of the Landmark program to patients in need of more information
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  Document non-emergent patient interactions across Landmark’s various communication methods
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  Manage the scheduling process for patients wanting to schedule new visits or reschedule existing ones
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  Ad hoc administrative tasks as assigned
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  Employees in the position can expect to be on the phone up to 90% of their work shift and complete other essential function on an as-needed basis
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  Full time and part-time roles available, with flexibility for changing shift coverage over time. Shifts are most mostly outside of normal business hours: first shift (6 am - 11 am), third shift (5 pm – 1 am), and weekends (9 am – 11 pm).

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:

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  High School Diploma / GED (or higher) OR equivalent work experience
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  2+ years of experience in a call center environment
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  1+ years of healthcare background with medical terminology and familiarity of clinical issues
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  Experience with escalated customer service issue resolution
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  Experience with Microsoft Office products
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  Ability to work any 8-hour shift between the hours of 6:00am - 11:30pm EST, Sunday - Saturday

Telecommuting Requirements:

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  Reside within 60 miles of a Landmark facility in the states of North Carolina, Pennsylvania, Michigan, Kansas, Missouri, Arkansas, Ohio, Kentucky, Texas, and/or Tennessee
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  Required to have a dedicated work area established that is separated from other living areas and provides information privacy
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  Ability to keep all company sensitive documents secure (if applicable)
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  Must live in a location that can receive a UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet service

Soft Skills:

• Critical thinking skills
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  Problem Solving - Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional topics.
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  Technical Skills - Assesses own strengths and weaknesses; pursues training and development opportunities; strives to continuously build knowledge and skills; shares expertise with others.
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  Customer Service - Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments.
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  Interpersonal Skills - Focuses on solving conflict; maintains confidentiality; listens to others; keeps emotions under control and overcomes resistance when necessary; remains open to new ideas.
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  Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and seeks clarification; responds openly to questions. Must be able to deal with frequent change, delays, or unexpected events.
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  Attendance/Punctuality - Is consistently at work and on time; ensures work responsibilities are covered when absent; arrives at meetings and appointments on time.
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  Dependability - Follows instructions, responds to management direction; takes responsibility for own actions; keeps commitments; commits to long hours of work when necessary to reach goals; completes tasks on time or notifies appropriate person with an alternate plan.
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  Initiative - Volunteers readily; undertakes self-development activities; seeks increased responsibilities; takes independent actions and calculated risks; looks for and takes advantage of opportunities; asks for and offers help when needed; generates suggestions for improving work and workflow.

Physical and Work Environment:

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  Regular requirement to sit; use hands to touch, handle or feel
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  Regular requirement to talk and listen
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  Occasional requirement to stand; walk and reach with hands and arms
  
• Vision abilities include close vision, peripheral vision, depth perception and ability to adjust focus
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  Noise level is usually moderate
  

UnitedHealth Group requires all new hires and employees to report their COVID-19 vaccination status.

Military & Veterans find your next mission: We know your background and experience is different and we like that. UnitedHealth Group values the skills, experience and dedication that serving in the military demands. In fact, many of the values defined in the service mirror what the UnitedHealth Group culture holds true: Integrity, Compassion, Relationships, Innovation and Performance. Whether you are looking to transition from active duty to a civilian career, or are an experienced veteran or spouse, we want to help guide your career journey. Learn more at https://uhg.hr/transitioning-military

Learn how Teresa, a Senior Quality Analyst, works with military veterans and ensures they receive the best benefits and experience possible. https://uhg.hr/vet

Careers with Optum. Our objective is to make health care simpler and more effective for everyone. With our hands at work across all aspects of health, you can play a role in creating a healthier world, one insight, one connection and one person at a time. We bring together some of the greatest minds and ideas to take health care to its fullest potential, promoting health equity and accessibility. Work with diverse, engaged and high-performing teams to help solve important challenges.

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.

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