Field Based Patient Liaison

2 months ago

Seattle, Washington, United States United Health Group Full time

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 diversity and inclusion, talented peers, comprehensive benefits, and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together.

Responsible for driving growth and retention of Medicare patients at The Everett Clinic through managing broker relationships, leading outreach to age-in patients monthly, and educating clinical teams.

Clinical staff education and engagement. Patient education and engagement.

Work with patient issues – working with health plans. Assisting patients to find an open provider. Visit clinics to meet with Patient Service Reps. A lot of medicare training and working with medicare eligible patients. Will drive to different clinics to do their jobs. Assist with community events planning. The clinics are within short distances of each other.

Will use own car to commute between clinics – mileage reimbursement – 50-75% of the time they will be traveling between clinics and then working out of their homes.

This position is full-time, Monday – Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of (8:00 AM – 5:00 PM). Our office is located at 1101 Madison St, Seattle, WA 98104.

Primary Responsibilities:

  • Drives growth and retention of Medicare patients
  • Conversion of Age-Ins: Manages prioritized outreach list for Medicare eligible patients and tracks outcomes. Develops and maintains relationship with age-in patients throughout lifecycle (i.e., Medicare Initial Enrollment Period) to further educate and connect patients to preferred brokers and seminars for additional support
  • Patient Education: Provides education on Medicare options, value of Medicare Advantage, and the Everett Clinic's model of care for Medicare patients
  • Medicare Seminars: Works with brokers and Marketing to plan and manage Medicare seminars (1-2 per month). Represents TEC and develops relationship with Medicare eligible patients at these events
  • Customer Service: Researches and helps resolve patient issues such as coordination of care, billing issues, payment issues, grievances, selection of a PCP and/or medical group transfers
  • Cultivates, vets, and manages relationships with onsite brokers. Supports broker events education
  • Helps develop a growth mentality within the clinic
  • Clinical Team Education: Meet with key clinics and Resource Center teams to educate on Medicare options, foster broker relationships with clinics, and review patient education opportunities (e.g., in-clinic discussions with age-ins)
  • In-Clinic Marketing: Supports marketing in development and execution of in-clinic strategy for Medicare annual enrollment and marketing events
  • Recommends new programs to improve patient satisfaction based on insights generated (incl. wait list times, specialty access, PCP access, call volume, patient wait time in office, etc.)
  • Uses, protects, and discloses patients' protected health information (PHI) only in accordance with Health Insurance Portability and Accountability Act (HIPAA) standards
  • Consistently exhibits behavior and communication skills that demonstrate commitment and caring, including communicating care and concern with each internal and external customer
  • Supports other patient needs as identified by the Director of Medicare Growth

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 / GED
  • Must be 18 years old OR older
  • 1+ years of experience in a patient facing role in a medical or healthcare environment
  • 6+ months of experience using EPIC
  • Proficient in Microsoft Office applications (Word, Excel)
  • Ability to travel up to 50% of the time
  • Ability to travel between clinics and offices using own vehicle

  • Ability to work an 8-hour shift between 8:00 AM – 5:00 PM, Monday – Friday
  • Reside within commutable distance of 1101 Madison Street, Seattle, WA

Preferred Qualifications:

  • Previous managed care and/or ambulatory care experience
  • Previous customer service and patient experience and sales/marketing experience
  • Ability to utilize multiple tools such as Salesforce, and Microsoft Office applications while continuing conversations with patients

Washington Residents Only: The hourly range for this is $19.47 – $38.08 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.

Application Deadline: This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants.

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: 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.

#RPO #RED

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