• Supporting the Contact Center customers • Application development • Troubleshooting • Moves, adds, changes, scripting, patching • Customer technical support • Keep up to date on newly released versions of Cisco, Amazon, Five9 and 3rd party contact center products • Maintain current certifications and obtain new contact center certifications as they become available

• Perform outbound calls to obtain appropriate information and document accurately • Responsible for answering in-bound calls and assisting customers with pharmacy related services • Maintain strict professionalism in all communication methods while providing efficient, courteous, and friendly service • Contact insurance companies for benefit investigation and coverage eligibility • Provide prior authorizations and appeals support • Assist patients with the enrollment process for manufacturer and non-profit organization copay assistance programs • Update job knowledge by participating in educational opportunities and training activities • Work efficiently both individually and within a team to accomplish required tasks • Maintain and improve quality results by adhering to standards and guidelines by meeting quality standards set forth by program KPI’s • Report ADE’s according to program policy and guidelines • Adhere to all HIPAA guidelines • May assist with onboarding new employees

• Make outbound calls to book appointments • Take inbound calls from members • Update scheduling systems (accurate + fast) • Follow up on missed visits • Escalate urgent needs

Optum WA, is seeking a RN Call Assist 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. 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: Sun Off, Mon Off, Tues Off, Wed 1:30pm-9:30pm, Thurs 1:30pm-9:30pm, Fri 1:30pm-9:30pm, Sat 8am-8pm = 32 hours Week 2: Sun 8am-8pm, Mon Off, Tues Off, Wed 1:30pm-9:30pm, Thurs 1:30pm-9:30pm, Fri 1:30pm-9:30pm, Sat Off = 32 hours If you are located in the PST time zone, you’ll enjoy the flexibility to work remotely* from anywhere within the U.S. as you take on some tough challenges. Position Highlights & 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 - Be 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 - Be 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 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: - Unrestricted WA State or Compact 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 - Reside in PST time zone and ability to work PST work schedule to include: Week 1: Sun Off, Mon Off, Tues Off, Wed 1:30pm-9:30pm, Thurs 1:30pm-9:30pm, Fri 1:30pm-9:30pm, Sat 8am-8pm = 32 hours, Week 2: Sun 8am-8pm, Mon Off, Tues Off, Wed 1:30pm-9:30pm, Thurs 1:30pm-9:30pm, Fri 1:30pm-9:30pm, Sat Off = 32 hours 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.