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Job Information

UnitedHealth Group Care Advocate Dallas TX in Dallas, Texas

Do you have compassion and a passion to help others? Transforming healthcare and millions of lives as a result starts with the values you embrace and the passion you bring to achieve your life’s best work.(sm)

This position is based out of the Dallas Office. Hours are Monday through Friday 8am to 5pm.

The Care Advocate role is designed to engage and develop relationships with our members. This role focuses on proactive, best practices, consultation and improvement of quality care for members and / or their caregivers throughout the healthcare continuum. The primary responsibility for member support includes the initial engagement, coordination with our providers, connecting member with various care teams, educating member on pending/current hospitalizations, supporting member through next site of care as well as a 30-day discharge from a facility. As a Care Advocate, you will act as a resource and advocate for members and their caregivers to ensure an optimal member experience. This position is also responsible for coordination and communication to members, physicians and other care management teams serving as a liaison with external departments to ensure consistent member care. Includes but not limited to managing outgoing /incoming calls, scheduling provider appointments, providing information on available services, managing referral process and transferring members as appropriate to clinical staff.

Primary Responsibilities:

  • Comfortable in developing relationships with members and caregivers

  • Compassionate disposition; especially toward elderly population

  • Responsible for collaboration with all healthcare departments for member and/or their caregiver to anticipate the best possible member journey in a complex system

  • Support and advocate for member and/or their caregiver in the continuum of care

  • Able to function objectively in sensitive and stressful situations, while maintaining a positive attitude

  • Must bet be self-motivated, "think on one's feet", anticipate member needs, improvise, and synthesize extensive information to focus and resolve to deliver best in class care

  • Ability to look at challenges as opportunities

  • Job Scope and Guidelines

  • Establishes a trusting relationship with identified members, caregivers, clinic staff and physicians (may be completed face-to-face or virtual with member)

  • Proactively engages the member to coordinate their care needs

  • Keeps member actively engaged with their primary care physician and assists member with any scheduling medical appointments/transportation

  • Partners with the member’s care team (community, providers, internal staff); serving as a liaison between member and/or caregiver and all health services / processes

  • Connects members who need guidance and assistance with any specific barriers to healthcare identified through telephonic outreach with an appropriate care team to assist in solving the member’s needs

  • Conduct Social Determinants of Health assessments to identify member needs and connect member with an appropriate care team to assist

  • Plans, prioritizes, organizes and completes work to meet established objectives

  • Review care history documentation (e.g., case notes); includes navigation between computer screens and platforms to research information (e.g., medical, clinical, or benefits information)

  • Serves as primary point of contact for internal and external stakeholders

  • Conducts in-bound and out-bound calls including, but not limited to: member touch-points, clinical staff coordination, member scheduling, and/or surveys/screenings

  • Enters timely and accurate data into the electronic medical record to communicate member needs and ensure complete documentation of member visits and phone calls

  • Performs all other related duties as assigned

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 or GED

  • 5+ years of experience in customer service support and/or engagement

  • Proficient computer skills, including Microsoft Word, Excel, Access and Outlook

Preferred Qualifications:

  • Health care experience

  • Bilingual in English and Spanish language proficiency

  • Knowledge of medical terminology

  • Basic understanding of Medicare and Medicaid health plans

  • Experience working with Medicare and Medicaid populations

  • Ability to comprehend and retain detailed information

  • Excellent verbal and written skills

  • Ability to interact productively with individuals and with multidisciplinary teams

  • Excellent organizational and prioritization skills

UnitedHealth Group requires all new hires and employees to report their COVID-19 vaccination status.

Careers with WellMed. Our focus is simple. We're innovators in preventative health care, striving to change the face of health care for seniors. We're impacting 550,000+ lives, primarily Medicare eligible seniors in Texas and Florida, through primary and multi-specialty clinics, and contracted medical management services. We've joined Optum, part of the UnitedHealth Group family of companies, and our mission is to help the sick become well and to help patients understand and control their health in a lifelong effort at wellness. Our providers and staff are selected for their dedication and focus on preventative, proactive care. For you, that means one incredible team and a singular opportunity to do your life's best work.(sm)

WellMed was founded in 1990 with a vision of being a physician-led company that could change the face of healthcare delivery for seniors. Through the WellMed Care Model, we specialize in helping our patients stay healthy by providing the care they need from doctors who care about them. We partner with multiple Medicare Advantage health plans in Texas and Florida and look forward to continuing growth.

Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity/Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.

Job Keywords: Patient Advocate, Medicare, Healthcare, Engagement, Care Team, Patient Services, Patient Customer Service, Spanish, Bilingual, Hospital, Clinic, Geriatric, Seniors, Members, Dallas, TX, Texas

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