Patient Relations Liaison, Supervisor

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together.  

Optum’s Pacific West region 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.

Supervisor Patient Relations Manager oversees membership growth and retention activities for the assigned clinics and partners with regional leadership to develop and implement growth and retention strategies for the region. Responsible for managing and coordinating the projects and initiatives and day to day activities for a team of patient relations liaisons.  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.

Primary Responsibilities:

• Consistently exhibits behavior and communication skills that demonstrate Optum’s commitment to superior customer service, including quality, care, and concern with each internal and external customer
• Recommends to site and regional leadership and implements strategies on growth, retention, provider transitions, professional development for patient relations liaisons and market wide initiatives 
• Partners with directors of operations to address trends impacting patient retention 
• Collaborates with site team to develop and implement processes to improve patient experience and maximize patient retention 
• Supports site and regional goals by driving accountability and improving outcomes related to AEP/OEP/SEP, age-ins, FFS conversion to managed care plans and working beneficiaries 
• Partners with site leadership to ensure all new and existing patients are given the necessary resources provided by the organization 
• Serves as a regional representative with growth team to align on regional initiatives for growth and retention 
• Collaborates with growth team to create new relationships and oversee existing relationships with brokers, agents, and community partners to expand base for prospective members 
• Reviews clinic and regional broker portfolios at least annually and identifies opportunities for better engagement, broker replacements or new broker adds 
• Leverages data analytics to monitor growth and retention trends and KPIs and inform regional leadership of trends and risks. Develops and implements improvement plans when growth and retention goals are not being met 
• Oversees provider transition action planning and membership retention efforts 
• Coordinates patient retention efforts related to M&A 
• Strategizes with marketing and growth teams 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/retention events 
• Performance manages team members and progress against growth targets / process metrics in clinics and area of responsibility. 
• Mentors and promotes professional development for patient relations liaisons. Holds regular 1:1 meetings to monitor KPI progress, evaluate development progress, and provide necessary training and direction 
• Onboards and coordinates training of new patient relations liaisons in the region
• 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 and AEP readiness, 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 

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:

• 3+ years of experience
• Proficient in Microsoft office applications (Word, Excel, Power Point) 
• Proven excellent communication and customer service skills

Preferred Qualifications:

• Previous managed care and/or ambulatory care experience 
• Previous Health Plans experience 
• Previous experience in a quota-driven sales/marketing function 
• Previous customer service experience 
• Bilingual in English and Spanish

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 salary for this role will range from $71,200 to $127,200 annually 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 make the health system work better for everyone. We believe everyone–of every race, gender, sexuality, age, location and income–deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes – an enterprise priority reflected in our mission.

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