Patient Relations Liaison II

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together.

 

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.

 

PRL will be responsible for onsite support for Optum locations in the following California Inland Empire area: Ontario, Chino, Eastvale, Lake Elsinore, Moreno Valley, Upland, Murrieta, Riverside and Corona Compton.

 

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)
• Valid Driver License and access to reliable transportation that will enable occasional travel within a designated area

 

Preferred Qualifications: 

• Bachelor’s degree
• 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
• Excellent communication and customer service skills

 

Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer 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 us, you’ll find a far-reaching choice of benefits and incentives. The hourly pay for this role will range from $23.41 to $41.83 per hour based on full-time employment. We comply with all minimum wage laws as applicable.

 

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.

 

 

UnitedHealth Group is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.

 

UnitedHealth Group is a drug – free workplace. Candidates are required to pass a drug test before beginning employment.