Optum WA, (formerly The Everett Clinic) is seeking a RN Call Us First to join our team in Everett, WA. Optum is a clinician-led care organization that is changing the way clinicians work and live. As a member of the Optum Care Delivery team, you’ll be an integral part of our vision to make healthcare better for everyone. At Optum, you’ll have the clinical resources, data and support of a global organization behind you so you can help your patients live healthier lives. Here, you’ll work alongside talented peers in a collaborative environment that is guided by diversity and inclusion while driving towards the Quadruple Aim. We believe you deserve an exceptional career, and will empower you to live your best life at work and at home. Experience the fulfillment of advancing the health of your community with the excitement of contributing new practice ideas and initiatives that could help improve care for millions of patients across the country. Because together, we have the power to make health care better for everyone. Join us and discover how rewarding medicine can be while Caring. Connecting. Growing together. Position in this function is under general supervision, the Staff RN/Consulting Nurse is responsible for providing telephone triage assessment to Primary Care patients by using state of the art telecommunications, information technology and approved protocols; to clients ensuring the efficient use of medical and nursing, facilities and equipment and to provide excellent customer service. Schedule: Week 1: Mon, Tues, Fri, Sat = 32 hours 10pm-7am PST and Week 2: Sun, Mon or Fri, Wed, Thurs = 32 hours 10pm-7am PST If you are located in the PST time zone, you will have the flexibility to work remotely* as you take on some tough challenges. Primary Responsibilities: - Utilizes clinical expertise and approved protocols to provide health advice to consumers with clinical questions and makes referrals for health services as appropriate via telephone - Able to document calls in applicable system in a timely manner and exhibits a willingness to master new work routines and methods - Documents all inquiries according to department standards for legal/statistical purposes - Excellent written and verbal communication skills - Able to problem solve issues independently as well as work with teams collaboratively situations require assessment, decision-making within the framework of established protocols, excellent listening and communication skills, knowledge of computers, critical thinking skills and the nursing process - Speaks with a pleasant, professional phone voice and provides superior customer service to internal and external customers - Ensures performance standards are met and accepts constructive feedback The Everett Clinic joined Optum in 2019, working together across the Puget Sound, the partnership means we’re able to expand our services and locations to offer even more services. As we grow, we'll keep on giving you top-quality care, just as we always have. Together, we're making health care work better for everyone. 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: - WA State RN license - 3+ years of experience in a clinical setting (Med/Surg, critical care, ER, etc.), disease management, home health, discharge planning, utilization review, patient education and telephonic nursing - Ability to work the following schedule: Week 1: Mon, Tues, Fri, Sat = 32 hours 10pm-7am PST and Week 2: Sun, Mon or Fri, Wed, Thurs = 32 hours 10pm-7am PST Preferred Qualifications: - Bachelor of Science in Nursing - American Academy of Ambulatory Care Nursing (AAACN) - 1+ years of Call Center Nursing experience - Case Management experience *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 $28.94 to $51.63 per hour based on full-time employment. We comply with all minimum wage laws as applicable. OptumCare 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. OptumCare is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.

This position is Remote in Chelmsford, MA. You will have the flexibility to work remotely* as you take on some tough challenges. For those who want to invent the future of health care, here’s your opportunity. We’re going beyond basic care to health programs integrated across the entire continuum of care. Join us to start Caring. Connecting. Growing together. As a Senior Medical Collection Representative, you will work with your team members to help identify and resolve issues and serve as a resource for day-to-day operations. Your primary role will be to contact and consult with patients and/or their families who have outstanding medical bills. While ensuring that payment is received for these bills is important, you will also need to provide assistance and support to these individuals as they may be dealing with a medical or financial crisis. This position is full-time (8 hours/week) Monday - Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 8:00 am - 4:30 pm. It may be necessary, given the business need, to work occasional overtime. Our office is located at Chelmsford-228 Billerica Rd, MA. We offer 12 weeks of on-the-job training. The hours of the training will be aligned with your schedule. Primary Responsibilities: - Serve as a resource or Subject Matter Expert (SME) for other team members or internal customers to help identify and resolve issues - Handle escalated and complex customer issues, helping to provide resolution and settlement of account - Contacts customers through a variety of methods (e-mail, form letters and phone calls) to discuss, negotiate payment and resolve outstanding medical bill accounts and balances - Obtains agreement, after discussion with customer, on potential balance payoff and/or payment terms within stated level of authority and guideline limits - Performs research and documents on various computer systems customer information regarding current status, payment expectations, notes of conversations and other relevant information - Prepares and submits reports to internal management on status of outstanding medical bills and proposed/planned payment settlement details - May in some instances transfer settlement of account and related information to external collection agencies and remains in contact with them regarding further payment activity. 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: - High School Diploma / GED OR equivalent work experience - Must be 18 years of age OR older - 1+ years of medical billing - Familiarity with computer and Windows PC applications, which includes the ability to learn new and complex computer system applications - Ability to work any 8-hour shift Monday - Friday, between the hours of 8:00 am - 4:30 pm. Preferred Qualifications: - 1+ years of experience in an office setting, call center setting or phone support role Telecommuting Requirements: - Reside within Chelmsford, MA - Ability to keep all company sensitive documents secure (if applicable) - Required to have a dedicated work area established that is separated from other living areas and provides information privacy. - Must live in a location that can receive a UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet service. *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 salary for this role will range from $20.38 - $36.44 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. #RED

• Make an average of 50 outbound calls per hour placed by an automatic dialer system to offer, explain, and schedule a free in-home or virtual health evaluation with a provider • Follow 20+ approved scripts, ensure members understand and are comfortable with the terms, and respond to rebuttals persuasively and with professional courtesy • Present a positive, professional, and high energy approach to clients, health plan members, and team members • Meet daily goals set by the department (i.e., 300-400 outbound dials per day, 24 appointments set per day, shift and attendance policy adherence, quality targets, etc.) in an office or remote environment • Adjust, reschedule, and cancel appointments with both members and contracted providers, as requested • Monitor performance results including appointments, calls, handle time, and productivity using designated reporting systems • Report member complaints and escalations immediately to Member Engagement Managers • Participate in peer side-by-side coaching as needed • Follow HIPAA and other security and privacy guidelines when handling protected health information accessed during normal work activities

• Monitor real-time volume, AHT, staffing requirements in a multi-skill contact center environment • Perform administrative duties within our workforce management software tool to support BPO partners • Forecast call volume, AHT and Shrinkage at a monthly, daily and interval level • Creates a positive work environment that fosters successful team performance • Use workforce management software and call volume history to help manage intraday staffing levels • Determine the most effective methods for needed intraday staffing adjustments • Provides intraday real-time data analysis and reporting of the call center staff related to attendance and schedule adherence • Establish and maintain communication channels with contact center/BPO vendors to ensure scheduling and resource requirements are met • Act as cross-functional single point of contact for workforce management with Leadership and Operations teams regarding system-related issues that impact production