Patient Relations Liaison - North Orange County, CA

Careers at UnitedHealth Group

We're creating opportunities in every corner of the health care marketplace to improve lives while we're building careers. At UnitedHealth Group, we support you with the latest tools, advanced training and the combined strength of high caliber co-workers who share your passion, your energy and your commitment to quality. Join us and start doing your life's best work. SM


Compassion. It's the starting point for health care providers like you and it's what drives us every day as we put our exceptional skills together with a real feeling of caring for others. This is a place where your impact goes beyond providing care one patient at a time. Because here, every day, you're also providing leadership and contributing in ways that can affect millions for years to come. Ready for a new path? Learn more, and start doing your life's best work. SM

Our teams are helping people from around the world. We can bring out your best as you put your listening, analytical and problem solving skills to work in a setting that is geared to helping improve lives and enhance health care for millions. Here, you'll discover a wealth of pathways for professional growth within Customer Service, Billing, Claims, Enrollment & Eligibility and across our global economy. Join us and find out why this is the place to do your life's best work. SM

Combine two of the fastest-growing fields on the planet with a culture of performance, collaboration and opportunity and this is what you get. Leading edge technology in an industry that's improving the lives of millions. Here, innovation isn't about another gadget, it's about making health care data available wherever and whenever people need it, safely and reliably. There's no room for error. Join us and start doing your life's best work.(sm)

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.

Primary Responsibilities:
  • 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

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:
  • 1+ years of post-high school education or a degree from a 2-year college
  • 1+ years of experience in a healthcare setting

Preferred Qualifications:
  • Bachelor's degree
  • Managed care and/or ambulatory care experience
  • Experience in a quota-driven sales/marketing function
  • 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. So when it comes to how we use the world's large accumulation of health-related information, or guide health and lifestyle choices or manage pharmacy benefits for millions, our first goal is to leap beyond the status quo and uncover new ways to serve. 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. Optum, incredible ideas in one incredible company and a singular opportunity to do your life's best work.(sm)

Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity/Affirmative Action employer 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.

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

Job Keywords: Patient Relations Liaison, North Orange County, CA, California