Role Description The Patient Call Center RN supports the Patient Call Center with current clinical knowledge in an effort to provide understanding to patients and their families of medical changes as a result of hospital discharge. S/he is a resource for patients/families to community care network and other community resources. Responsibilities - Team Development - Establishes rapport with patients, family members and other professionals as the initial step toward partnership in the plan of care development. - Provides leadership in the multi-disciplinary team within Community Care Management. - Provides referrals to other team members as appropriate. - Develops and maintains effective working relationships with staff, other departments, system administration/leadership, and community organizations to promote a positive image, heighten awareness and promote collaboration. - Provides leadership for quality improvement efforts. - Patient Care - Uses clinical knowledge in the patient and family assessment process. - Conduct comprehensive individual and family assessments to identify and prioritize needs to be addressed. - Provides emotional support to patients and family members. - Stabilizes patients who are in crisis. - Quickly establishes rapport with patients and families over the phone to promote quality assessment and education. - Quickly solves problems using critical thinking skills, responds to phone emergencies and crisis situations in a timely and professional manner. - Relates to and communicates over the phone with ill, disabled, culturally diverse, emotionally distressed patients of all ages and backgrounds. - Conducts post visit calls for inpatient, observation, outpatient surgery and emergency department encounters. - Evaluates post-discharge status, assess patient/family understanding of discharge instructions, review new medications and reinforce care transitions plan. - Documents post discharge call results with pertinent information entered into the electronic health record. - Supports patients and families as they transition through the continuum of care. - Assists with the mitigation of risk for readmission when patients have multiple and complex needs. - Documentation - Accurately prepares documentation utilizing the electronic medical record. - Communicates and documents assessment and ongoing needs. - Community Resources - Connect patients and family members with community service providers and other community resources. - Refers patients/families to community care network and community resources when issues arise and cannot be resolved quickly. - Compliance/Safety - Responsible for reporting any safety-related incident in a timely fashion through the Midas/RDE tool; attends all safety-related training programs; performs work in a safe manner; monitors work environment for possible safety issues and ensures others are also performing work in a safe manner. - Stays current and complies with state and federal regulations/statutes and company policies that impact the employee's area of responsibility. - If required for the position, ensures all certifications and/or licenses are up-to-date and valid prior to expiration dates. - Completes all company mandatory modules and required job-specific training in the specified time frame. - Involves law enforcement, Department of Children's Services or Adult Protective Services as appropriate to assist in addressing patient safety issues. - Collaborates with Compliance department when appropriate. Qualifications - Graduate of accredited School of Nursing - Required - If hired after December 31, 2018: BSN - Required - Continuing education expected - Active, unrestricted, Arizona RN License or valid, participating compact license - Required - BLS (American Heart Association) - Required upon hire - Acute care experience - Preferred - 2 years of Case management experience - Preferred Requirements - Healthcare is a rapidly changing environment and technology is integrated into almost all aspects of patient care. - Colleagues must have an understanding of computers, and competence in using computers and basic software programs.

• Act as a technical advisor with expert understanding of partnering CCaaS solutions • Assist the business analyst in gathering business and technical requirements and maintain build books • Implement, configure and test proposed solutions, which may include: • Spin up CCaaS instances and configure SIP trunking and integrations • Build Voice Bots, Chat Bots, Self-service IVRs and DTMF IVRs • Perform system configurations, create users, skills, queues, inbound/outbound campaigns, etc. • Build Omni-channel experiences • Deploy AI driven tools such as real-time transcription, agent assist, speech and text analytics, predictive engagement, etc. • Participate in AI application builds • Maintain technical library with processes, scripts, common module descriptions or any other relevant documentation that can be used to efficiently deliver projects. • Acquire and maintain knowledge of partnering solutions’ offering, remaining up to speed with all new features and releases. • Contribute learnings to company-wide knowledge base • Participate in internal projects that enhance the quality or efficiency of integration services • Provide training to end users as required (agents, supervisors, administrators, etc.) • Assist in resolving special product-related issues or complex escalated support cases as needed. • Any other relevant duties.

Role Description The primary role of the Member Contact Center Representative I is to provide exemplary service to Credit Union via all manners and methods of contact, including but not limited to phones, e-mail, web channels, mail, and facsimile. Under general supervision, the MCC Rep I performs a wide variety of duties related to member service such as: - Processing deposits and withdrawals - Reviewing account information and credit/card transactions - Processing loan payments - Providing basic online banking support This position supports all of the Credit Union depository and lending products and works to achieve cross-sell goals established by the Credit Union. MCC Rep I’s are generally on the phone in a queue the entire day and responsible for adhering to their assigned schedule to ensure member service standards are met and exceeded. This role’s focus is the member experience and is expected to represent Nuvision Credit Union in a positive and professional manner at all times, showing mutual respect while working with and collaborating with others to build strong relationships internally within the organization and externally with our members. This means supporting the Credit Union goals and Core Values. They must maintain confidentiality with member information, pay attention to detail, ensure accuracy, demonstrate sound judgment, and act with tact and diplomacy. Responsibilities include: - Providing efficient and timely service to the membership via phone, mail, facsimile, as applicable. - Consulting with members, identifying needs, offering solutions, and following up on any pending transactions. - Holding conversations that matter with members either in person or over the phone. - Recommending other products and services such as ancillary products as appropriate. - Opening all new Member Accounts; Savings, Checking, Money Market, Trust, Certificates, and IRA. - Completing all appropriate forms such as Account Cards, Certificate Application and Agreement, Trust Application and Agreement, and Certificate of Trust. - Performing a wide variety of account maintenance including but not limited to changes of address, name changes, adding/updating account set up, adding/updating joint owners, adding/updating beneficiaries, closing accounts, processing deceased accounts and notary services. - Identifying and reporting any suspicious behavior or suspected fraud activity. - Completing all required training and compliance modules. - Treating all co-workers and members with respect. - Supporting and participating in continuous improvement activities. - Representing the Credit Union in a positive and professional manner. - Maintaining member and other sensitive information with confidentiality. - Other related duties as assigned. Qualifications - 1 year retail experience with a proven track record in meeting and or exceeding service and sales goals. - Basic understanding of financial products and services. - Professional verbal skills and etiquette. - Competent computer knowledge and proficiency in Microsoft applications (Word, Outlook and Excel), remote signing and ability to work and operate a webcam. - Excellent follow up. - Strong interpersonal skills with the ability to effectively listen, understand, and anticipate member needs. - Excellent written skills (Email) – Grammar and Spelling. - Member service and organizational skills. - Work well with other departments – Team player. - Genuine interest in helping members through Conversations that Matter and have an empathetic and caring nature. - Willingness to make a difference. - Personable and professional. Education - High School Diploma or equivalent. Benefits - Medical - Dental - Vision - Life Insurance - Flexible Spending Account - 401(k) Matching - Paid Time Off - Training Provided - Tuition Reimbursement

Requisition Number: 2367886 Explore opportunities with Home Office, a part of LHC Group, a leading post-acute care partner for hospitals, physicians and families nationwide. As members of the Optum family of businesses, we are dedicated to helping people feel their best, including our team members who create meaningful connections with patients, their families, each other and the communities we serve. Find a home for your career here. Join us and embrace a culture of Caring. Connecting. Growing together. As a Triage Nurse, you'll be an integral part of the interdisciplinary team and as such is responsible for the excellent delivery of care through triage calls after hours and on holidays. Must be available to work weekends. You'll enjoy the flexibility to work remotely * from anywhere within the U.S. as you take on some tough challenges. Primary Responsibilities: - Receive calls from patients and/or family members and respond appropriately and assess problems focusing on the delivery of high quality, patient-focused, compassionate care - Assess patient status and intervene as indicated by the patient's condition and established protocols - Timely and accurate documentation of calls received within the electronic medical records system including the processing of workflow associated with the clinical record - Knowledge of basic triage protocols and best practices to guide and address the needs of patients in a crisis situation - Coordinating with the agency on-call nurses to deliver high quality nursing care and schedule nursing assessments as required in a timely manner to meet the needs of the patients and families - Ensure appropriate education regarding all updates/processes in the electronic medical record, relative state and federal regulations, documentation processes and needs, etc. by attending mandatory educational offerings and in-services - Facilitates orientation of new personnel as assigned - Exhibits exemplary and timely communication skills when assessing or educating patients/caregivers, performing telephone triage, or collaborating with fellow healthcare professionals - Serves as a consistent example of dedication to patient advocacy, customer service, integrity, and superlative nursing practice 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 Qualification: - Current, unrestrictive Registered Nurse licensed in all states of practice Preferred Qualifications: - Registered Nurse Compact licensure - 2+ years RN experience - 1+ years of direct patient care in a hospice, home health, or oncology setting - Ability to work flexible hours and independently *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 $33.00 to $49.50 per hour 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. UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.