Community, Volunteer Coordinator

Optum CA is seeking a Patient Relations Liaison (PRL) to join our team in Burbank, CA. Optum is a clinician-led care organization that is changing the way clinicians work and live.

As a member of the Optum Care Delivery team, you'll be an integral part of our vision to make healthcare better for everyone.

At Optum, you'll have the clinical resources, data and support of a global organization behind you so you can help your patients live healthier lives. Here, you'll work alongside talented peers in a collaborative environment that is guided by diversity and inclusion while driving towards the Quadruple Aim. We believe you deserve an exceptional career, and will empower you to live your best life at work and at home. Experience the fulfillment of advancing the health of your community with the excitement of contributing new practice ideas and initiatives that could help improve care for millions of patients across the country. Because together, we have the power to make health care better for everyone. Join us and discover how rewarding medicine can be while Caring. Connecting. Growing together.

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 general patient liaison to guide patients on non-medical questions or concerns and patient/family navigator through our healthcare system to promote a positive patient experience.

Position Highlights & Primary Responsibilities:

• Exhibits behavior and communication skills that demonstrate 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 PRL Supervisor conducts prioritized outreach list and tracks outcomes related to AEP/OEP/SEP, age-ins, FFS conversion to managed care plans and working beneficiaries
• Partners with the front office and care teams to drive completion of new patient orientations, Medicare surveys and awareness of services
• Delivers new patient onboarding, gives new patients a tour of the facility and provides explanation of benefits, forms, and guidelines
• Under guidance of PRL Supervisor, coordinates service recovery activities at the site with Supervisor, Patient Relations, and site management
• Under guidance leverages data analytics and available reporting to track progress against pre-defined growth and retention KPIs
• Supports new provider onboarding, transition action plan(s), and membership retention efforts from marketing and membership growth perspective
• Provides actionable feedback to growth team and PRL Supervisor on broker engagement and performance
• Documents outcomes of patient outreach and growth and retention events in CRM or other relevant systems
• Collaborates with PRL Supervisor in the development and execution of growth strategies and initiatives for assigned site and projects
• Supports coverage, as directed by PRL Supervisor, for growth and retention activities or projects within a Pod, Region, or other specified area
• 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 and projects 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.
• Proficient in Microsoft office applications (Word, Excel, Power Point)

Preferred Qualifications:

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

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.

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.