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Behavioral Intake Counselor Evening Shift - Houston, TX more...
Location:Houston, TX
Company:Optum Operations
First posted:May 19, 2017

Position Description:

Energize your career with one of Healthcares fastest growing companies.

You dream of a great career with a great company - where you can make an impact and help people. We dream of giving you the opportunity to do just this. And with the incredible growth of our business, its a dream that definitely can come true. Already one of the worlds leading Healthcare companies, UnitedHealth Group is restlessly pursuing new ways to operate our service centers, improve our service levels and help people lead healthier lives. We live for the opportunity to make a difference and right now, we are living it up.

This opportunity is with one of our most exciting business areas: Optum -a growing part of our family of companies that make UnitedHealth Group a Fortune 17 leader.

Optum helps nearly 60 million Americans live their lives to the fullest by educating them about their symptoms, conditions and treatments; helping them to navigate the system, finance their healthcare needs and stay on track with their health goals. No other business touches so many lives in such a positive way. And we do it all with every action focused on our shared values of Integrity, Compassion, Relationships, Innovation & Performance.

The BehavioralIntake Counselor performs telephone intakes, determines member eligibility and benefits, and makes appropriate referrals. Telephonic intakes include risk assessment(s) and triage of calls in urgent cases.Positions in this function are responsible for providing expertise and customer service support to members, customers, and or providers.

Primary Responsibilities:

Direct phone-based customer interaction to answer and resolve a wide variety of inquiries.
Conducts telephone intakes and assesses callers for risk factors to ensure caller's safety and to triage urgent cases, process requests for counseling.
Completes intake process by informing client and counselor of counseling or assessment authorization.
Arranges assessment appointments in urgent cases, follow up with caller or clinician to ascertain safety of caller.
Supports the IBM business as priority and will also support other accounts as needed.
Consults with licensed care managers or licensed supervisor as needed.
Extensive work experience, possibly in multiple functions.
Works Independently.
Receives and triages calls for management referrals and Critical Incidence Stress Debriefings / Trainings and tracks chemical dependency cases in aftercare; assesses relapse risk.
Participates as directed in the Quality Assurance Program.
Due to 24-hour service provided by Intake Department, works on company holidays; fills in other shifts as required.
Demonstrates a depth and breadth of knowledge and skills in own area and is often able to apply these outside of own function.
Anticipates customer needs and proactively identifies solutions.
Solves complex problems on own; proactively identifies new solutions to problems.
Plans, prioritize, organize and complete work to meet established objectives.
Identify and coordinate internal resources across multiple departments to address client situations, and escalate to appropriate resources as needed.
Identify and communicate steps and solutions to caller questions and issues, using appropriate problem-solving skills and established guidelines, where available (e.g., workarounds, descriptions of relevant processes).
Ensure proper documentation of caller questions and issues (e.g., research conducted, steps required, final resolution).
Manage caller conversations appropriately (e.g., provide a good first impression, command attention and respect, maintain.
Professional tone, demonstrate confidence, de-escalate and defuse callers as needed).
Maintain focus on caller interactions without being distracted by other factors (e.g., system usage, pop-up alerts, VCC data).

Required Qualifications:

Master's Degree (or higher) in Counseling, Psychology, Social Work or Human Services
Candidates must have a basic level of computer skills in a professional setting and the ability to toggle between systems, as well as type 35-40 wpm
2+years of supervised experience with telephone intakes and / or direct services working in the areas of mental health and chemical dependency
Ability to work 2:00pm to 10:30pm or 1:00pm to 9:30pm Mon- Fri for 5-6 weeks during training
Must be able to work one of the following schedules after training: Mon, Tues, Fri, Satand Sun 10:30pm - 7:00am or Mon, Tues, Fri 12:30pm - 9:00pmand Sat, Sun 7:00am - 3:30pm or Mon, Tues, Fri, Satand Sun 12:30pm - 9:00pm
Ability to work company holidays and fill in for other shifts as needed
Preferred Qualifications:

1+ years of call center experience
1+ years of experience in the Behavioral Health field with direct client contact
Careers with Optum. Here's the idea. We built an entire organization around one giant objective; make the health system 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

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:UHG, Houston, behavioral, intake, counseling, psychology, social work, human services

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