Engagement Specialist

UnitedHealth Group
May 13, 2022
Denver, CO
Job Type


AbleTo, part of Optum and the UnitedHealth Group family of businesses, leverages technology-enabled behavioral health care to connect patients with highly trained providers, improve overall health and reduce medical costs. We bridge the gap between need and treatment while making care more accessible and affordable through telehealth available in all 50 states. We deliver meaningful and lasting results which is why we hire outstanding talent in a variety of behavioral health roles and capacities. Our career opportunities enable you to help others get back on a path that leads to a happier, healthier life. Bring along your passion and do your life’s best work.(sm)

AbleTo is the leading provider of high quality, technology-enabled behavioral health care. AbleTo believes that everyone deserves access to high-quality care, and offers a suite of technology-enabled services to empower people to lead better lives through better mental health. A proprietary platform connects individuals with AbleTo highly trained licensed providers who deliver weekly sessions by phone or video supported by an integrated digital experience. Members also have access to mental health coaches, and digital support programs. Clinical best practices are leveraged across all services to ensure individuals are getting the care they need. Our outcomes-focused care is proven to improve depression and anxiety by over 50% on average, as demonstrated in several peer-reviewed studies. For patients with high-cost medical conditions, our clinically-tailored treatment is proven to reduce medical costs with care that empowers the patient to address their health needs. AbleTo partners with payers to make high-quality care accessible, affordable and convenient for millions of people to get the treatment they need.

You'll enjoy the flexibility to telecommute* from 40 states (excluding WA, CA, HI, AL, NY, NJ, MA) as you take on some tough challenges.

Primary Responsibilities:

AbleTo Member Engagement Specialists have a critical role in informing members of health plans of the AbleTo Behavioral Health Program, and assisting them in signing up for our high quality and effective care. The Sales Representative’s call and conversation with members can be the catalyst that encourages members to seek care with AbleTo to get better and stay better.

  • You will perform outbound calls to members of health plans in a discussion about AbleTo program benefits, and how the program can help them

  • Schedule Initial Consultations for members that result in a quality and meaningful behavioral healthcare experience

  • Utilize phone, scheduling, and CRM tools to manage call results data and Initial Consultation scheduling, ensuring the highest quality customer service in every interaction

  • Leverage established conversation guides to engage, connect, and educate health plan members

  • Apply best practices in responding to health plan member questions or objections, and ensure high quality follow-up in responding to member inbound calls & voicemails

  • Accountable for meeting daily, weekly, monthly, or annual key performance indicators (KPIs)

*Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.*

Why Work Here:

  • Tangible impact on the lives of others

  • Generous time off, including 3 mental health days

  • A thorough and comprehensive training program

  • Ample opportunities for growth; promote from within the organization

  • Compensation reflects performance

  • Robust total rewards benefits package for your physical and mental wellbeing

  • AbleTo is a certified Great Place To Work

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 / GED or higher

  • 1(+) years of experience working in a call center / or customer service / or direct sales

Preferred Qualifications:

  • Bi-lingual a plus! (English/Spanish)

  • Healthcare experience

Soft Skills:

  • Excellent verbal communication skills – ability to clearly articulate complex information to varied constituencies

  • Empathetic and sincere, superior rapport building skills

  • Excellent people skills

  • Adept at learning and using computer systems – familiarity with CRM, Gmail, and auto-dialer tools

  • Proficiency with managing phone conversation and navigating computer tools simultaneously and seamlessly

  • Self-motivated team player with multitasking abilities

  • Proven sales results and selling skills

  • Superior customer service delivery skills

  • Organized self-starter

  • Demonstrated work ethic

  • Focused, driven to achieve

Internet Requirements:

  • Upload Speed 50Mbps minimum

  • Download Speed 50Mbps minimum

  • Latency < 150ms (roundtrip)

  • Packet Loss < 0.75%

  • Jitter < 20ms Link for speed test

  • Recommended broadband routers that support packet prioritization to prioritize voice traffic

  • Private Internet connection; company provided laptop must be hardwired to modem or router via Ethernet cable

AbleTo is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status. AbleTo is an E-Verify company.

To protect the health and safety of our workforce, patients and communities we serve, UnitedHealth Group and its affiliate companies require all employees to disclose COVID-19 vaccination status prior to beginning employment. In addition, some roles and locations require full COVID-19 vaccination, including boosters, as an essential job function. UnitedHealth Group adheres to all federal, state and local COVID-19 vaccination regulations as well as all client COVID-19 vaccination requirements and will obtain the necessary information from candidates prior to employment to ensure compliance. Candidates must be able to perform all essential job functions with or without reasonable accommodation. Failure to meet the vaccination requirement may result in rescission of an employment offer or termination of employment

Careers with Optum. Here's the idea. We built an entire organization around one giant objective; make health care work better for everyone. So when it comes to how we use the world's large accumulation of health-related information, or guide health and lifestyle choices or manage pharmacy benefits for millions, our first goal is to leap beyond the status quo and uncover new ways to serve. Optum, part of the UnitedHealth Group family of businesses, brings together some of the greatest minds and most advanced ideas on where health care has to go in order to reach its fullest potential. For you, that means working on high performance teams against sophisticated challenges that matter. Optum, incredible ideas in one incredible company and a singular opportunity to do your life's best work.(sm)

*All Telecommuters will be required to adhere to UnitedHealth Group’s Telecommuter Policy.

Colorado, Connecticut or Nevada Residents Only: The salary range for Colorado residents is $16.00 to $19.23. The salary range for Connecticut / Nevada residents is $16.00 to $21.63. Pay is based on several factors including but not limited to education, work experience, certifications, etc. In addition to your salary, UnitedHealth Group offers 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 UnitedHealth Group, you’ll find a far-reaching choice of benefits and incentives

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.

Keywords: Call Center Representative, Mental Health Advocate, Engagement Specialist, remote, bilingual, Spanish, English, customer service, sales, listening, Case Coordinator, empathy, empathetic, helping others, growth opportunities, growth potential, healthcare, hospital, medical, hiring immediately, #RPO, SSAbleTo, remote, work from home, work at home, WFH, WAH, #Green

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