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Optum Supervisor, Patient Liaison in San Pedro, California

Responsible for managing and coordinating the activities for a team of patient relations liaisons for the region. Mentors and trains, assesses and coordinates workloads and drives accountability and performance across the team. Tracks and trends data on growth and retention goals. Serves as subject matter expert on patient relations liaison duties both internally and externally.

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.

  • Provides leverage to regional leadership by recommending strategies on growth, retention, provider transitions, professional development for patient relations liaisons and marketwide initiatives.

  • Partners with director to address trends impacting patient retention.

  • Supports regional goals by driving accountability and improving outcomes related to SEP, age-ins, FFS conversion to managed care plans and working beneficiaries.

  • Develops best practices related to patient experience and partners with site team to implement processes to maximize patient retention.

  • Partners with site leadership to ensure all new and existing patients are given the necessary resources provided by the organization.

  • Creates new relationships and oversees existing relationships with brokers, agents and community partners to expand base for prospective members.

  • Manages data analytics for membership retention.

  • Oversees provider transition action planning and membership retention efforts.

  • Coordinates patient retention efforts related to M&A.

  • Strategizes with marketing team to plan external marketing events and represents the organization at those events as needed.

  • Partners with marketing, regional leadership and site management on retention events.

  • Oversees in-clinic OEP / SEP / AEP and marketing events.

  • Performance manages team members and progress against growth targets / process metrics in clinics and area of responsibility.

  • Onboards new team members in the region and serves as a regional representative with marketing team to align on regional initiatives for growth and retention.

  • Manages new patient onboarding programs, gives new patients a tour of the facility and explains benefits, forms and guidelines.

  • Oversees front office support for training on Medicare Madness, in-clinic processes for SEP and FFS conversion and site-specific initiatives that impact front office (i.e. Patient Appreciation Day).

  • Participates on organizational and ad hoc committees.

  • 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.

  • Employees are required to screen for symptoms using the ProtectWell mobile app, Interactive Voice Response (i.e. entering symptoms via phone system) or a similar UnitedHealth Group-approved symptom screener. When in a UnitedHealthGroup building, employees are required to wear a mask in common areas. In addition, employees must comply with any state and local masking orders. In addition, when in a UnitedHealth Group building, employees are expected to wear a mask in areas where physical distancing cannot be maintained.

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).

If you need to enter a work site for any reason, you will be required to screen for symptoms using the ProtectWell mobile app, Interactive Voice Response (i.e., entering your symptoms via phone system) or a similar UnitedHealth Group-approved symptom screener. Employees must comply with any state and local masking orders. In addition, when in a UnitedHealth Group building, employees are expected to wear a mask in areas where physical distancing cannot be attained.

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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