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Contact Center Navigator (RN) - Remote

Remote:

Full Remote

Contract:

Full time

Experience:

Mid-level (2-5 years)

Work from:

United States

Offer summary

Qualifications:

BSN and active RN license preferred, Located in Central, Mountain or Pacific time zones, 2 years of counseling or care management experience required, Bilingual in Spanish is a bonus, Basic knowledge of workplace benefits and insurance reimbursement.

Key responsabilities:

Coordinate care and assess needs for members
Conduct initial health assessments using motivational interviewing techniques
Document member contacts accurately and timely
Facilitate member enrollment in services and referrals
Maintain confidentiality and comply with ethical standards

UPMC XLarge https://www.upmc.com/

10001 Employees

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Job description

UPMC Health Plan and Workpartners is hiring a full-time Contact Center Navigator. This role will work Monday through Friday and may work remotely. Candidates located in Central, Pacific or Mountain time zones are preferred and would predominantly work standard daylight hours (their local time) with a few evening shifts per week. Those located in the Eastern time zone would have an adjusted schedule and work later hours.

The ideal candidate will possess the following:

BSN
Active RN
Located in Central, Mountain or Pacific time zones
ER, Psych, and/or School nursing experience is a bonus.
Bilingual in Spanish is a bonus.
Prior experience working remotely.

The KnovaSolutions Contact Center Navigator is responsible for care coordination, health education and assessment for identified KnovaSolutions members through telephonic and other electronic collaboration with members. Collaborates with and facilitates coordination with KnovaSolutions nursing and pharmacy staff, other departments, providers, community resources and caregivers to provide additional support. Members will be followed by telephone or other electronic communication methods. The Contact Center Navigator is the first clinical contact for members identified as KnovaSolutions referrals.

Responsibilities:

Completes Annual Competencies including Ethics and Compliance, HIPAA, Safety, Fraud and Abuse and Confidentiality/Privacy and Security Awareness. Preserves confidentiality of the member.
Utilizes independent problem solving and demonstrates ability to propose and implement creative solutions to member problems in order to achieve a high level of member satisfaction with KnovaSolutions.
Completes timely and accurate documentation of member contacts in the SMA health record.
Identifies health behaviors, risk factors or other concerns that would potentially improve members health if enrolled in the service.
Initiates outbound contact and responds to inbound contact with identified members to facilitate enrollment in KnovaSolutions.
Refers members to Company Benefits.
The Contact Center Navigator provides clinical triage of members to KnovaSolutions Clinical Prevention Specialists. Conducts initial health assessments using motivational interviewing techniques or other behavioral change skills.
Bachelor's degree in behavioral, social work, nursing, public health or a related field required & 2 years of experience in counseling, clinical assessment, care coordination, coaching, and/or care management required; OR high school diploma and 4 years of experience in counseling, clinical assessment, care coordination, coaching, and/or care management.
BSN is preferred. Active RN licensure preferred.
Bilingual in Spanish is a bonus.
Knowledge of or ability to learn a family-centered counseling approach that emphasizes nonjudgmental empathic interaction and collaborative development and implementation of behavior change plans.
Basic knowledge of workplace benefits, insurance reimbursement and EOBs.
Detail-oriented individual with excellent organizational skills.
High level of oral communication skills.
Competently employ motivational strategies for encouraging individuals to explore motivation for change and enhance readiness.
Intermediate proficiency with MS Word and Outlook.
Ability to learn new computer-based documentation skills.
Excellent verbal and written communication and interpersonal skills required.