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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 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.
As a Patient Relations Liaison (PRL) you will collaborate with site leadership, Supervisor, Patient Relations, growth, retention, and marketing teams to identify opportunities and develop and implement growth and retention initiatives. This role focuses on age-in, FFS, and working beneficiary conversions into Medicare-managed care plans. You will serve as the on-site point of contact for prospective and existing patients and a supporting partner for external partners such as Agencies/Agents and community organizations. Lastly, you will act as a general patient liaison to guide patients on non-medical questions or concerns and help patients/families navigate our healthcare system to promote a positive patient experience.
Primary Responsibilities
- Exhibit behavior and communication skills demonstrating Optum’s core values and 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; may depend on others for guidance to implement tactics and strategies related to AEP/OEP/SEP, age-ins, and FFS
- With direction from the PRL Supervisor, conducts a prioritized outreach list and tracks outcomes related to AEP/OEP/SEP, age-ins, FFS conversion to managed care plans, and working beneficiaries
- Partner with the front office and care teams to drive completion of new patient orientations, Medicare surveys, and awareness of services
- Deliver new patient onboarding, give new patients a facility tour, and explain benefits, forms, and guidelines
- Under the guidance of the PRL Supervisor, coordinate service recovery activities at the site with the Supervisor, Patient Relations, and site management
- Under guidance, leverage data analytics and available reporting to track progress against pre-defined growth and retention KPIs
- Support new provider onboarding, transition action plan(s), and membership retention efforts from a marketing and membership growth perspective
- Provide actionable feedback to the growth team and PRL Supervisor on broker engagement and performance
- Document outcomes of patient outreach and growth and retention events in CRM or other relevant systems
- Collaborate with PRL Supervisor in the development and execution of growth strategies and initiatives for assigned sites and projects
- Support coverage, as directed by the PRL Supervisor, for growth and retention activities or projects within a Pod, Region, or other specified area
- Use, protect, and disclose Optum patients’ protected health information (PHI) only in accordance with Health Insurance Portability and Accountability Act (HIPAA) standards
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 experience
- Proven excellent communication and customer service skills
- Proficient in Microsoft office applications (Word, Excel, Power Point)
- Ability to travel 25% of the time
Preferred Qualifications
- 1+ years of experience in a healthcare setting, or combination equivalent experience and vocational trainings
- 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 this role is $16.54 to $32.55 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: OptumCare is an Equal Employment Opportunity/Affirmative Action employers 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.
OptumCare is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.
