Optum CA is seeking a Community Outreach Coordinator to join our team in Long Beach, 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.
Optum West 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.
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 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 internal and external customer Responsible for growth and retention of site-level membership; implements tactics and strategies related to AEP/OEP/SEP, age-ins, and FFS Manages and conducts prioritized outreach and tracks outcomes related to AEP/OEP/SEP, age-ins, FFS conversion to managed care plans and working beneficiaries Coordinates with the front office and care teams to drive completion of new patient orientations, Medicare surveys and awareness of services Executes new patient onboarding, gives new patients a tour of the facility and provides comprehensive explanation of benefits, forms, and guidelines Coordinates service recovery activities at the site with Supervisor, Patient Relations, and site management Leverages data analytics and available reporting to track progress against pre-defined growth and retention KPIs Drives new provider onboarding, transition action plan(s), and membership retention efforts from marketing and membership growth perspective Provides detailed feedback to growth team and PRL Supervisor on broker engagement and performance and makes recommendations on opportunities for improvement Documents consistently detailed outcomes of patient outreach and growth and retention events in CRM or other relevant systems 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 Supports provider transition action plan and membership retention efforts Coordinates patient retention efforts related to M&A activities Provides support including training on Medicare Madness, in-clinic processes for AEP, SEP and FFS conversion and site-specific initiatives that impact the site operations team (i.e., Patient Appreciation Day) Partners with growth team and Supervisor, Patient Relations to plan and organize 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 Partners with marketing and growth teams to plan external marketing events and represents the organization at those events as needed Partner with the Growth team to identify growth opportunities and maintain relationships with Agencies/Agents, Health Plans, and community organizations to reach growth targets 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:
High school diploma, G.E.D. 1+ years experience in a healthcare setting Proficient in Microsoft office applications (Word, Excel, Power Point)
Preferred Qualifications:
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 $23.22 to $45.43 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.