Patient Relations Liaison

Requisition number: 2396930

Job category: Healthcare Delivery

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 in making healthcare work better for everyone through people-led, responsible AI while 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.

General Role Description: 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.

Home site for position based in San Bernardino, CA or Banning, CA.

Primary Responsibilities:

• Consistently exhibit behavior and communication skills demonstrating 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

• Manage and conduct prioritized outreach and track outcomes related to AEP/OEP/SEP, age-ins, FFS conversion to managed care plans, and working beneficiaries

• Coordinate with the front office and care teams to drive completion of new patient orientations, Medicare surveys, and awareness of services

• Execute new patient onboarding, give new patients a tour of the facility, and provide a comprehensive explanation of benefits, forms, and guidelines

• Coordinate service recovery activities at the site with the Supervisor, Patient Relations, and site management

• Leverage data analytics and available reporting to track progress against pre-defined growth and retention KPIs

• Drive new provider onboarding, transition action plan(s), and membership retention efforts from a marketing and membership growth perspective

• Provide detailed feedback to the growth team and PRL Supervisor on broker engagement and performance and recommend improvement opportunities

• Document consistently detailed outcomes of patient outreach and growth and retention events in CRM or other relevant systems

• Implement best practices related to patient experience and partner with the site team to implement processes to maximize patient retention

• Conduct patient outreach for new, termed, and transitioned patients

• Support provider transition action plan and membership retention efforts

• Coordinate patient retention efforts related to M&A activities

• Provide 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)

• Partner with the 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

• Partner with marketing and growth teams to plan external marketing events and represent 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

• Use, protect, and disclose 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, GED, OR equivalent experience

• 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

• Health Plans experience

• Bilingual in English and Spanish

• Excellent communication and customer service skills

*All employees working remotely will be required to adhere to UnitedHealth Group's Telecommuter Policy

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 $24.00 - $43.00 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 help make the health system work better for everyone. Together, we are shaping the future of healthcare by harnessing technology and innovation to make care simpler to navigate, more affordable and more connected for the people we serve. We are committed to creating an inclusive workplace where everyone feels welcomed, valued, heard and respected, empowering people to bring their authentic selves to work and strengthening our collective impact through diverse talents, backgrounds, experiences and perspectives.

UnitedHealth Group and its affiliated brands are 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 and its affiliated brands are a drug-free workplace. Candidates are required to pass a drug test before beginning employment.