• Serving as the first point of contact for families inquiring about or beginning ABA therapy services, delivering a warm, professional, and reassuring experience from the very first interaction. • Guiding families through the full intake process, explaining each step clearly, answering questions, and ensuring they feel supported throughout. • Collecting and following up on required intake documentation and paperwork, ensuring all forms are completed accurately and on time. • Tracking the status of each family through the intake pipeline and proactively following up to keep the process moving without unnecessary delays. • Responding promptly to incoming inquiries via phone and email, maintaining a high standard of responsiveness at all times. • Accurately capturing and updating family and client information in the relevant systems (including CentralReach or similar platforms). • Coordinating with internal teams (scheduling, clinical, and administrative) to ensure a smooth handover once intake is complete. • Flagging any delays, incomplete documentation, or unresponsive families to the relevant team member in a timely manner. • Maintaining consistency and attention to detail across a high volume of concurrent intake cases.

• Following up with RBTs (Registered Behaviour Technicians) to confirm availability, schedules, and any updates that affect client sessions. • Checking in with families and parents to provide scheduling updates, address concerns, and ensure their expectations are being met. • Sourcing new RBT/ABA Therapist candidates through various channels to support the team’s ongoing staffing needs. • Assisting with the pairing of RBTs/ABA Therapists to clients based on availability, location, and client needs. • Maintaining accurate and up-to-date records of therapist and client statuses in the relevant systems. • Flagging scheduling conflicts, staffing gaps, or unresponsive parties to the relevant coordinator in a timely manner. • Drafting and sending professional written communications to both RBTs and families as required. • Supporting the broader scheduling and staffing team with administrative tasks as needed.

• Serving as the dedicated point of contact for an ongoing portfolio of families receiving ABA therapy services, building trusted and consistent relationships over time. • Proactively monitoring case progress and family satisfaction, identifying potential concerns or risks before they escalate. • Handling difficult, emotional, or high-tension conversations with professionalism, empathy, and a solutions-focused approach. • De-escalating frustrated or distressed families by actively listening, acknowledging concerns, and guiding conversations toward resolution. • Identifying the root cause of family concerns and coordinating with internal clinical, scheduling, and administrative teams to resolve them effectively. • Using case data and family feedback to track trends, flag recurring issues, and recommend improvements to the broader team. • Following up consistently on open cases and outstanding concerns to ensure nothing is left unresolved. • Documenting all case interactions, resolutions, and follow-up actions accurately in the relevant systems (including CentralReach or similar platforms). • Communicating service updates, changes, or disruptions to families in a clear, empathetic, and timely manner. • Collaborating closely with scheduling, intake, and clinical teams to ensure families receive a seamless, well-coordinated experience.

Title: Behavioral Health Care Advocate - Utilization Mgmt. - Remote Location: Eden Prairie United States Requisition number: 2362154 Job category: Behavioral Overtime status: Exempt Travel: No Job Description: 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. - This is a telephonic, queue based position in which you will respond to provider and facility treatment requests, as well as manage and deescalate crisis calls from members * As a Care Advocate you will be responsible for Utilization Review of mental health and substance use disorder services. You'll have a direct impact on the lives of our members as you recommend and manage the appropriate level of care throughout the entire treatment plan. You'll enjoy the flexibility to work remotely* from anywhere within the U.S. as you take on some tough challenges. The hours for this position are Monday - Friday, 8:30 am - 5:30 pm CT and include 1 national holiday per year to be worked. Why Optum Behavioral Care At Optum Behavioral Care, we prioritize clinician well‑being, career growth, and innovation in care delivery. We offer a comprehensive benefits and rewards package that may include: - Competitive salary - Generous paid time off - Medical, dental, vision, and behavioral health benefits - 401(k) with company match - Family support and wellness resources - Tuition reimbursement and dedicated learning time - Career development opportunities across a fast‑growing organization Primary Responsibilities: - Perform utilization management, utilization review, or concurrent review of behavioral health admissions and continued stay - Ensure that behavioral health care services provided are medically necessary, per standard guidelines - Ensure that behavioral health care services are provided in the most appropriate setting - Integrates a collaborative process which assesses, plans, implements, coordinates, monitors, and evaluates the options and services to meet the enrollee's health needs, using education, communication, and all available resources to promote quality, cost-effective outcomes - Discharge planning or management of transitions between care settings to ensure the appropriate services/resources are in place for quality outcomes 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 psychology, social work, counseling or related field, or registered psychiatric nurse - Active, unrestricted, independent license in a behavioral health field (i.e., LP, LPC, LPCC, LCSW, LISCW, LMFT, LMHC, etc.) - 3+ years of post-licensure clinical experience in a related behavioral health environment - Proficiency in MS Office Suite - Availability to work 1 national holiday that falls on a weekday per calendar year - Access to install secure, high-speed internet and a dedicated, distraction free workspace at home - Desire to work in a telephonic, queue based position in which you will respond to provider and facility treatment requests, as well as manage and deescalate crisis calls from members Preferred Qualifications: - Licensed Alcohol and Drug Counselor - Managed Care experience - Substance abuse experience - Experience working with children, adolescents, and families - Experience working in a hospital setting - Experience with medical or behavioral health collaboration within different organizations - Proven excellent customer service skills - Proven excellent organizational skills - 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 $60,200 to $107,400 annually 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.