Wellbeing Specialist

Primary Responsibilities:

Provide empathetic, member-centered support via phone, chat, and digital messaging
Conduct initial triage, needs assessment, and behavioral health benefit education
Engage members in case management, including assessments, care planning, coordination, and follow-up
Apply coaching techniques to support goal articulation, motivation, and behavior change
Identify expressed and unspoken member needs and connect them to appropriate resources
Assess for risk indicators, respond calmly, and escalate to clinical teams when appropriate
Navigate members through behavioral health services and available benefits
Manage a mixed workload of inbound and outbound interactions, both real-time and self-directed
Independently solve complex or non-standard member issues while exercising sound judgment
Maintain accurate documentation and follow established processes and leadership direction
Act as a resource for peers and contribute to a collaborative, service-oriented team culture

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 equivalent work experience
Must be 18 years of age OR older
1+ years of customer service, call center, or member-facing experience
Experience working with diverse populations across age groups and backgrounds
Written, verbal, and interpersonal communication skills
Ability to navigate multiple computer systems while engaging with members
Ability to work independently in a remote environment while maintaining productivity and professionalism
Ability to follow direction, adhere to workflows, and meet performance expectations
Ability to work full-time with a flexible schedule (8.5-hour shifts between 6:45 AM – 10:15 PM CST, Monday–Friday; occasional overtime as needed)

Preferred Qualifications:

3+ years of experience in a clinical, behavioral health, or health insurance setting
Experience in case management, care coordination, or member advocacy
Knowledge of payer systems, provider networks, or claims processes

Telecommuting Requirements:

Must reside in the State of California
Ability to keep all company sensitive documents secure (if applicable)
Required to have a dedicated work area established that is separated from other living areas and provides information privacy
Must live in a location that can receive a UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet service (UHG requires a wired internet connection: cable, DSL or fiber internet service with Minimum speed standard of 25 Mb download/10-15 Mb upload. Wireless services such as satellite, hot spot, line of sight antenna cannot be used for telecommuting)

Soft Skills:

Empathy & Compassion: Ability to genuinely connect with members and support sensitive behavioral health needs
Active Listening: Skilled at identifying both stated and unstated concerns
Professionalism: Maintains composure, accountability, and a high standard of conduct in all interactions
Emotional Intelligence: Navigates complex emotional situations with awareness and care
Critical Thinking & Problem-Solving: Evaluates complex situations and develops effective, individualized solutions
Resilience & Composure: Handles high-risk or emotionally charged interactions calmly and confidently
Communication Excellence: Clear, supportive, and professional communication across all channels
Adaptability: Thrives in a fast-paced, evolving environment with shifting priorities
Time Management & Organization: Effectively prioritizes and balances a dynamic workload and caseload
Proactive Mindset: Anticipates needs and takes initiative to improve member outcomes
Collaboration: Works effectively within a team while maintaining accountability for individual performance
Coaching Orientation: Supports behavior change through motivation, encouragement, and goal setting

Physical and Work Environment:

Fully remote role requiring strong self-direction, accountability, and adherence to schedules
Ability to work independently while remaining aligned with leadership guidance and team goals
Commitment to maintaining confidentiality and handling sensitive information securely
Dedicated, private workspace with reliable, hardwired, high-speed internet required
Commitment to continuous learning, including application of coaching foundations and behavioral health best practices