Community, Outreach Coordinator

3 weeks ago

Arcadia, United States Optum Full time

For those who want to invent the future of health care, here's your opportunity. We're going beyond basic care to health programs integrated across the entire continuum of care. Join us to start **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 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.

**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
- 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
- Coordinates patient retention efforts related to M&A activities

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 or GED
- 1+ years of experience in a healthcare setting
- Proven excellent communication and customer service skills

**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
- 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

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