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Optum West is redefining health care with a focus on health equity, affordability, quality, and convenience. From California to Oregon and Washington, we are focused on helping more than 2.5 million patients live healthier lives and helping the health system work better for everyone. At Optum Pacific West, we care. We care for our team members, our patients, and our communities. Join our culture of caring and make a positive and lasting impact on health care for millions.
Patient Relations Liaison (PRL) collaborates with site leadership; Supervisor, Patient Relations; growth, retention, and marketing teams to identify opportunities and develop and implement growth and retention initiatives. Focuses on age-in, FFS and working beneficiary conversions into Medicare managed care plans. Serves as the on-site point of contact for prospective and existing patients as well as a supporting partner for external partners such as such as Agencies/Agents, and community organizations. Acts as the subject matter expert to guide patients on non-medical questions or concerns and patient / family navigator through our healthcare system to promote a positive patient experience.
Primary Responsibilities
- Consistently exhibits behavior and communication skills that demonstrate Optum’s commitment to superior customer service, including quality, care, and concern with each internal and external customer
- Responsible for growth and retention of site-level membership; implements tactics and strategies related to AEP/OEP/SEP, age-ins, and FFS
- Manages and conducts prioritized outreach and tracks outcomes related to AEP/OEP/SEP, age-ins, FFS conversion to managed care plans and working beneficiaries
- Coordinates with the front office and care teams to drive completion of new patient orientations, Medicare surveys and awareness of services
- Executes new patient onboarding, gives new patients a tour of the facility and provides comprehensive explanation of benefits, forms, and guidelines
- Coordinates service recovery activities at the site with Supervisor, Patient Relations, and site management
- Leverages data analytics and available reporting to track progress against pre-defined growth and retention KPIs
- Drives new provider onboarding, transition action plan(s), and membership retention efforts from marketing and membership growth perspective
- Provides detailed feedback to growth team and PRL Supervisor on broker engagement and performance and makes recommendations on opportunities for improvement
- Documents consistently detailed outcomes of patient outreach and growth and retention events in CRM or other relevant systems
- Implements best practices related to patient experience and partners with site team to implement processes to maximize patient retention
- Conducts patient outreach for new, termed, and transitioned patients
- Supports provider transition action plan and membership retention efforts
- Coordinates patient retention efforts related to M&A activities
- Provides support including training on Medicare Madness, in-clinic processes for AEP, SEP and FFS conversion and site-specific initiatives that impact the site operations team (i.e., Patient Appreciation Day)
- Partners with growth team and Supervisor, Patient Relations to plan and organize retention events (e.g., thank you events for patients and caregivers, provider transition, open house, meet and greets, “Refer a Friend” classes, etc.) as well as in-clinic OEP/SEP/AEP and marketing events
- Partners with marketing and growth teams to plan external marketing events and represents the organization at those events as needed
- Partner with the Growth team to identify growth opportunities and maintain relationships with Agencies/Agents, Health Plans, and community organizations to reach growth targets
- Uses, protects, and discloses Optum patients’ protected health information (PHI) only in accordance with Health Insurance Portability and Accountability Act (HIPAA) standards
- Performs additional duties as assigned
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, G.E.D.
- 1+ years of experience in a healthcare setting
- Proficient in Microsoft office applications (Word, Excel, Power Point)
- Proven excellent communication and customer service skills
Preferred Qualifications
- Managed care and/or ambulatory care experience
- Experience in a quota-driven sales/marketing function
- Customer service experience
- Health Plans experience
- Bilingual in English and Spanish
California Residents Only: The hourly range for New York residents is $23.22 to $45.43 per hour. Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. UnitedHealth Group complies with all minimum wage laws as applicable. In addition to your salary, UnitedHealth Group offers 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 UnitedHealth Group, you’ll find a far-reaching choice of benefits and incentives.
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.
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.
