Patient Relation Liaison

For those who want to invent the future of health care, here's your opportunity. We're going beyond basic care to health programs integrated across the entire continuum of care. Join us to start Caring. Connecting. Growing together. 

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
• 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
• Serves as the primary point of contact for the patient by providing administrative guidance throughout the entire healthcare process and functioning as the individual who assists the patient in navigating all aspects of the healthcare industry including government regulations
• Engages in patient advocacy, empowers patients to take charge or leadership in their healthcare and coaches patients to ask questions to understand their disease process as well as treatment plan
• Assists in patient care coordination that is purposeful and supportive and steers a care team, constantly communicating with other team members around patient needs and desires
• Follows a panel of patients to coordinate all aspects of their care
• Meets with members in their homes, neighborhoods and throughout the complicated paths of the healthcare system
• Communicates with every patient on your panel at least twice a month
• Conducts regular friendly outreach calls to patient to track continuity of care and anticipate concerns or questions
• Coordinates care for patients by identifying and addressing their barriers to and social influences on good health
• Captures relevant information about the patient's health and healthcare experience and performs standard age and condition-appropriate screening assessments
• Helps execute on treatment plan developed by the clinician, which includes arrangements for referral to services as appropriate
• Learns about the chronic health conditions that span the patient panel and helps patients take preventative care measures as instructed by their clinician
• Facilitates communication with patient and caregiver and coordinates patient care with appropriate resource allocations, referrals and notifications that are purposeful, supportive and interconnected with care team to ensure ongoing coordinated management of patient care
• 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.

Years of post-high school education can be substituted/is equivalent to years of experience

Required Qualifications:

• 1 years of experience in a healthcare setting
• Health Plans experience
• Proficient in Microsoft office applications (Word, Excel, Power Point)
• Bilingual in English and Spanish

Preferred Qualifications:

• Experience in a quota-driven sales/marketing function
• Customer service experience
• Managed care and/or ambulatory care experience
• Proven excellent communication and customer service skills

California Residents Only: The hourly range for California residents is $16.00 to $31.44 per hour. Pay is based on several factors including but not limited to education, work experience, certifications, etc. 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