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Temporary Contact Center Navigator (RN) - Remote

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UPMC Health Plan and Workpartners is hiring a temporary Contact Center Navigator. This role will work Monday - Friday (Mondays and Friday standard daylight hours EST, Tuesday - Thursday 12 pm - 9 pm EST) and may work remotely. This role will not be eligible to work overtime. 

The budgeted hourly range for this position is $27.89–$35.00.

The ideal candidate will possess the following: 
•    BSN
•    Active RN
•    ER, Psych, and/or School nursing experience is a bonus. 
•    Bilingual in Spanish is a bonus. 
•    Prior experience working remotely.

The KnovaSolutions Contact Center Navigator is responsible for care coordination, health education and assessment for identified KnovaSolutions members through telephonic and other electronic collaboration with members. Collaborates with and facilitates coordination with KnovaSolutions nursing and pharmacy staff, other departments, providers, community resources and caregivers to provide additional support. Members will be followed by telephone or other electronic communication methods. The Contact Center Navigator is the first clinical contact for members identified as KnovaSolutions referrals.

Responsibilities:

  • Completes Annual Competencies including Ethics and Compliance, HIPAA, Safety, Fraud and Abuse and Confidentiality/Privacy and Security Awareness. Preserves confidentiality of the member.
  • Utilizes independent problem solving and demonstrates ability to propose and implement creative solutions to member problems in order to achieve a high level of member satisfaction with KnovaSolutions.
  • Completes timely and accurate documentation of member contacts in the SMA health record.
  • Identifies health behaviors, risk factors or other concerns that would potentially improve members health if enrolled in the service.
  • Initiates outbound contact and responds to inbound contact with identified members to facilitate enrollment in KnovaSolutions.
  • Refers members to Company Benefits.
  • The Contact Center Navigator provides clinical triage of members to KnovaSolutions Clinical Prevention Specialists. Conducts initial health assessments using motivational interviewing techniques or other behavioral change skills.
     
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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...