• Patient Relations Liaison

    OptumGlendora, CA 91741

    Job #1271155012

  • OVERVIEW OF THE POSITION: Responsible for helping retain and grow site-level HMO membership and FFS patient volume by tracking and trending data to identify opportunities and tactics. Serves as the point of contact for prospective and existing patients as well as external partners such as such as brokers, agents and community members. 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. ESSENTIAL FUNCTIONS: + Consistently exhibits behavior and communication skills that demonstrate Optum's commitment to superior customer service, including quality, care and concern with each and every internal and external customer. + Partners with the front office and care teams to drive completion of new patient orientations and awareness of services. + Executes new patient onboarding, gives new patients a tour of the facility and explains benefits, forms and guidelines. + 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. + Coordinates service recovery activities at the site with Supervisor, Patient Relations and site management. + Supports provider transition action plan and membership retention efforts. + Manages and conducts prioritized outreach list and tracks outcomes related to SEP, age-ins, FFS conversion to managed care plans and working beneficiaries. + Partners with site management to address trends impacting patient retention. + Provides support including training on Medicare Madness, in-clinic processes for SEP and FFS conversion and site-specific initiatives that impact the site operations team (i.e. Patient Appreciation Day). + Coordinates patient retention efforts related to M&A activities. + Plans and organizes 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. + Develops, manages and maintains relationships with brokers, agents and community partners to expand base for prospective members. + Partners with marketing team to plan external marketing events and represents the organization at those events as needed. + 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. EDUCATION: + 1 to 2 years of post-high school education or a degree from a two-year college. + Bachelor's degree preferred. EXPERIENCE: Minimum: + Over 1 year and up to and including 3 years of experience in a healthcare setting. Preferred: + Previous managed care and/or ambulatory care experience. + Previous experience in a quota-driven sales/marketing function. + Previous customer service experience. KNOWLEDGE, SKILLS, ABILITIES: + Computer literate. + Proficient in Microsoft office applications (Word, Excel). + Ability to type 25 wpm. + Maintains current understanding of health plan and regulatory changes as it affects the insurance needs of patients. + Excellent communication skills. + Excellent customer service skills. + Bilingual in English and Spanish (may be required). Careers with Optum. Here's the idea. We built an entire organization around one giant objective; make health care work better for everyone. Optum, part of the UnitedHealth Group family of businesses, brings together some of the greatest minds and most advanced ideas on where health care has to go in order to reach its fullest potential. For you, that means working on high performance teams against sophisticated challenges that matter. Here you'll find incredible ideas in one incredible company and a singular opportunity to do your life's best work.(SM) Diversity creates a healthier atmosphere: Optum and its affiliated medical practices are 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. Optum and its affiliated medical practices is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.

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