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Patient Relations Liaison

2 months ago

Irvine, California, United States Optum Full time
About the Role

We are seeking a highly skilled Patient Relations Liaison to join our team at Optum. As a Patient Relations Liaison, you will play a critical role in driving growth and retention initiatives across our healthcare network.

Key Responsibilities
  • Collaborate with Cross-Functional Teams: Work closely with site leadership, growth, retention, and marketing teams to identify opportunities and develop strategies to drive growth and retention.
  • Patient Outreach and Engagement: Serve as the on-site point of contact for prospective and existing patients, providing exceptional customer service and guiding patients on non-medical questions or concerns.
  • Data-Driven Decision Making: Utilize data analytics and reporting to track progress against pre-defined growth and retention Key Performance Indicators (KPIs).
  • Service Recovery and Quality Improvement: Coordinate service recovery activities at the site, working closely with the Patient Relations team and site management to ensure exceptional patient experiences.
  • Marketing and Membership Growth: Support new provider onboarding, transition action plans, and membership retention efforts from a marketing and membership growth perspective.
  • Broker Engagement and Performance: Provide actionable feedback to the growth team on broker engagement and performance.
  • Documentation and Reporting: Document outcomes of patient outreach and growth and retention events in CRM or other relevant systems.
Requirements
  • High School Diploma or Equivalent: Required.
  • Microsoft Office Proficiency: Proficient in Microsoft Office applications (Word, Excel, PowerPoint).
  • Excellent Communication and Customer Service Skills: Proven ability to demonstrate Optum's core values and commitment to superior customer service.
  • Travel Requirements: Ability to travel up to 30% of the time.
Preferred Qualifications
  • 1+ Years of Experience in Healthcare: Experience in a healthcare setting, or combination of equivalent experience and vocational training.
  • Managed Care and Ambulatory Care Experience: Experience in managed care and/or ambulatory care settings.
  • Customer Service Experience: Proven customer service experience.
  • Health Plans Experience: Experience in health plans.
  • Bilingual in English and Spanish: Bilingual in English and Spanish.