Engagement Specialist - Remote in the State of Nevada (AbleTo)

Careers at UnitedHealth Group

We're creating opportunities in every corner of the health care marketplace to improve lives while we're building careers. At UnitedHealth Group, we support you with the latest tools, advanced training and the combined strength of high caliber co-workers who share your passion, your energy and your commitment to quality. Join us and start doing your life's best work. SM


Compassion. It's the starting point for health care providers like you and it's what drives us every day as we put our exceptional skills together with a real feeling of caring for others. This is a place where your impact goes beyond providing care one patient at a time. Because here, every day, you're also providing leadership and contributing in ways that can affect millions for years to come. Ready for a new path? Learn more, and start doing your life's best work. SM

Our teams are helping people from around the world. We can bring out your best as you put your listening, analytical and problem solving skills to work in a setting that is geared to helping improve lives and enhance health care for millions. Here, you'll discover a wealth of pathways for professional growth within Customer Service, Billing, Claims, Enrollment & Eligibility and across our global economy. Join us and find out why this is the place to do your life's best work. SM

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 the state of Nevada as you take on some tough challenges.

The 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.

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 / customer service / direct sales
  • If you need to enter a work site for any reason, you will be required to screen for symptoms using the ProtectWell mobile app, Interactive Voice Response (i.e., entering your symptoms via phone system) or similar UnitedHealth Group-approved symptom screener. When in a UnitedHealth Group building, employees are required to wear a mask in common areas. In addition, employees must comply with any state and local masking orders

Preferred Qualifications:
  • Bi-lingual a plus! (English/Spanish)
  • Healthcare experience

  • 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 Requiriements:
  • 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.

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

UnitedHealth Group is an essential business. The health and safety of our team members is our highest priority, so we are taking a science driven approach to slowly welcome and transition some of our workforce back to the office with many safety protocols in place. We continue to monitor and assess before we confirm the return of each wave, paying specific attention to geography-specific trends. At this time, 90% of our non-clinical workforce transitioned to a work at home (remote) status. We have taken steps to ensure the safety of our 325,000 team members and their families, providing them with resources and support as they continue to serve the members, patients and customers who depend on us.

You can learn more about all we are doing to fight COVID-19 and support impacted communities: click here .

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

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.

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