Care Facilitator (Behavioral Health)

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 diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together.

This role supports coordinated, patient‑centered care for at‑risk individuals by facilitating care plans, monitoring adherence, and serving as a key liaison between primary care, behavioral health teams, and patients or their families.

Responsibilities include assessing social, cultural, and health literacy factors affecting care; tracking appointments, referrals, tests, and medication compliance; and conducting outreach through phone.

The position manages and analyzes data, prepares summary reports and presentations for clinicians, and ensures accurate documentation in the electronic medical record.

Schedule: Monday – Friday, 8-hr shift between the business hours of 8:30am – 5pm; schedule will be determined my manager upon hire.

Location: 1250 Hancock St. Quincy, MA OR Wellesley, Beverly, Kenmore, Chelmsford, or Medford will be the primary home site depending on candidate's location.

Training will take place at Quincy site and/or other sites as arranged depending on candidate's location. This will be an office-based role, requiring work onsite one day per week, but is flexible based on need, and available space at site(s). May be requested to work at all of the above noted locations, depending on need.

If you reside in Quincy, MA, you will enjoy the flexibility of an office-based role as you take on some tough challenges.

Primary Responsibilities

Facilitates the process of care for at risk patients, coordinates an accessible plan of care and tracks adherence

Serves as a liaison between the primary care team, behavioral health clinicians and patient and/or patient’s family

Develops an understanding of patient’s circumstances, health literacy, language and cultural beliefs or other social challenges impacting patient care or compliance and documents in medical record, as appropriate. Shares information learned with health care team

Tracks patient adherence with scheduled appointments, labs, studies, referrals, and prescription compliance

Serves as a resource in the collection and management of data, generation of reports, patient outreach and tracking of patient progress. Extracts and analyzes data; creates presentations to inform clinicians of analysis and summary reports

Contacts patients via telephone calls, MyHealth and/or direct mailings. Guides patients through process of care including transitions, providing directions, identifying barriers and approaches, serving as advocate and facilitator. Supports communication with clinicians and validates patient understanding. Confers with primary care case manager or other resources to facilitate assistance for patient

Ensures all necessary documentation is entered into patient’s electronic medical record

Assures that all medical records and documents are obtained from providers and schools in a timely fashion to have readily available for patient visits and roster reviews

In collaboration with clinical team, identifies relevant patient education materials and community resources and distributes to patients

Maintains a list of current community resources for frequently encountered issues. Confers with primary care social workers as needed

Documents processes and standard work. Works with clinicians and management to identify opportunities to improve quality performance and implement recommended changes. Actively participates in care improvement activities

Ability to assist with cross coverage

Performs Other Duties as Assigned

Performs all job functions in compliance with applicable federal, state, local and company policies and procedures. Accesses only the minimum necessary protected health information (PHI) for the performance of job duties.

Actively protects the confidentiality and privacy of all protected health information they access in all its forms (written, verbal, and electronic, etc.) taking reasonable precautions to prohibit unauthorized access. Complies with all Atrius Health and departmental privacy policies, procedures and protocols.

Follows HIPAA privacy guidelines without deviation when handling protected health information

What are the reasons to consider working for UnitedHealth Group? Put it all together – competitive base pay, a full and comprehensive benefit program, performance rewards, and a management team who demonstrates their commitment to your success. Some of our offerings include:

• Paid Time Off which you start to accrue with your first pay period plus 8 Paid Holidays
• Medical Plan options along with participation in a Health Spending Account or a Health Saving account
• Dental, Vision, Life& AD&D Insurance along with Short-term disability and Long-Term Disability coverage
• 401(k) Savings Plan, Employee Stock Purchase Plan
• Education Reimbursement
• Employee Discounts
• Employee Assistance Program

Employee Referral Bonus Program

Voluntary Benefits (pet insurance, legal insurance, LTC Insurance, etc.)

You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear directions 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
• 1+ years of experience in a social services or behavioral health setting
• 1+ years of experience with electronic medical records (EMR)
• Intermediate level of proficiency with Microsoft Office (Word and Excel)

Preferred Qualifications

Bachelor’s Degree in related field (typically in healthcare administration, psychology or healthcare related field)

Pediatric experience or experience supporting pediatric families

Soft Skills

Strong interpersonal and communication skills needed with the ability to interact effectively with patients and medical professionals required

Ability to demonstrate a high level of cultural competence and sensitivity to patient needs and concerns. Ability to engage patients in problem solving. Sound judgment with the ability to work and make decisions in a fast-paced environment required

Excellent telephone skills, strong customer service and ability to build relationships with patients are required

Able to use all electronic tools and applications relevant to the performance of the duties of the position, including but not limited to phone, keyboard, computer and computer applications

*All Telecommuters 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 $20.00 to $36.00 per hour based on full-time employment. We comply with all minimum wage laws as applicable.

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.

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