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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.

As a Patient Relations Liaison, Supervisor, you will conduct membership growth and retention activities for the assigned clinics and partner with regional leadership to develop and implement growth and retention strategies for the region. You will manage and coordinate the project initiatives and day-to-day activities for a team of patient relations liaisons. This includes mentoring, training, assessing, coordinating workloads, driving accountability and performance across the team, and tracking and trending data on growth and retention goals. Lastly, you will serve as a subject matter expert on internal and external patient relations liaison duties.

Primary Responsibilities:

• Consistently exhibit behavior and communication skills, demonstrating Optum's commitment to superior customer service, including quality, care, and concern with each internal and external customer
• Recommend site and regional leadership and implement strategies on growth, retention, provider transitions, professional development for patient relations liaisons, and market-wide initiatives
• Collaborate with the site team to develop and implement processes to improve patient experience
• Support 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
• Collaborate with the growth team to create new relationships and oversee existing relationships with brokers, agents, and community partners to expand the base for prospective members
• Review clinic and regional broker portfolios at least annually and identify opportunities for better engagement, broker replacements, or new broker adds
• Strategize with marketing and growth teams to plan external marketing events and represent the organization at those events as needed
• Performance manages team members and progress against growth targets/process metrics in clinics and areas of responsibility
• Mentor and promote professional development for patient relations liaisons. Hold regular 1:1 meeting to monitor KPI progress, evaluate development progress, and provide necessary training and direction
• Onboard and coordinate training of new patient relations liaisons in the region
• Oversee front-office support for training on Medicare and AEP readiness, in-clinic processes for SEP and FFS conversion, and site-specific initiatives that impact the front office (i.e., Patient Appreciation Day)
• Participate on organizational and ad hoc committees
• Use, protect, and disclose Optum patients' protected health information (PHI) only in accordance with Health Insurance Portability and Accountability Act (HIPAA) standards

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 two-year college
• 3+ years of experience
• Proficient in Microsoft office applications (Word, Excel, Power Point)

Preferred Qualifications:

• Bachelor's degree
• Managed care and/or ambulatory care experience
• Health Plans experience
• Experience in a quota-driven sales/marketing function
• Customer service experience
• Bilingual in English and Spanish

California Residents Only: The salary range for this role is $70,200 to $137,800 annually. 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.

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.

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