Adult Member Liaison - Phoenix, AZ

UnitedHealth Group•Phoenix, AZ

11d•$24 - $43•Hybrid

About The Position

The Office of Individual and Family Affairs Adult Member Liaison is responsible for adult member advocacy and system navigation of behavioral health services and social services and supports. This role is to communicate and disseminate information to members and families to identify concerns and remove barriers that affect service delivery or member satisfaction. The OIFA Adult Member Liaison collaborates with the contracted providers, community organizations, and other member support areas, including but not limited to Provider Services, Member Services, Care Management, as well as working cross collaboratively with all internal departments. If you are located in Phoenix, Arizona, area you will have the flexibility to work from home, as well as work onsite in the office Mondays & Wednesdays as you take on some tough challenges. Onsite location is 1 E. Washington St., Phoenix, AZ 85004. Travel up to 50% based on business needs.

Requirements

2+ years of experience in behavioral health
Proficiency with Microsoft Office Suite programs (Word, Outlook, Internet)
Intermediate+ level proficiency with Microsoft Excel
Driver’s License
Reliable transportation with the ability to accommodate some field-based travel within the service delivery area (up to 50%)
Work onsite, in the office 2 times per week (Monday & Wednesday) at location 1 E. Washington St., Phoenix, AZ 85004

Nice To Haves

Experience with special populations, including I/DD (others – students/school systems, etc.)
Dual diagnosis experience with mental health and substance use
Community based experience
Experience with public speaking
Experience working in an environment that requires coordinating benefits and utilizing multiple groups and resource for members and their families
Familiarity of publicly funded healthcare and social service systems and Medicaid eligible or enrolled populations
Familiarity with recovery and resiliency models
Knowledge of or ability to research and connect with community resources, including ability to utilize features of search engines as well as intranet to discern available resources for any member

Responsibilities

Provide advocacy and system navigation of behavioral health services and social services and supports
Build partnerships with individuals, families, youth, and key stakeholders to promote recovery, resiliency, and wellness
Oversee the provision of, and ensure the availability of, Peer Support services by having access to reports to monitor, track, and trend these services
Assist members and their families by answering questions, providing program information and education about care coordination program services, network and community resources and coverage determination guidelines
Identify as participates in internal/external learning opportunities, utilizes available resources, and promote use of educational materials and web-based information
As appropriate, consult with members, families, health plan, existing providers, and primary care physicians regarding patients' treatment needs and goals and to facilitate proper coordination of care
Fields calls, emails, concerns, and request for assistance addressing members and their families issues
Assists in development of member facing materials and works cross-functionally internally regarding member facing resources/materials utilizing recovery focused/person center language as it relates to children’s/family services
Attends in-person Community forums/provider councils to engage, educate and gather member feedback on system issue improvement
Support outcome-focused, evidenced-based best practices and guidelines with providers
Provide consultation to providers and/or members on a variety of issues including benefit information, safety issues, confirmation of prior authorizations/ approvals, procedures for higher level of care evaluations, and requests for an explanation of the level of care, coverage determination, or best practice guidelines
Understand benefits in compliance with plan inclusions, limitations, and State/Federal mandates
Meet all documentation audit standards
Participate in other duties assigned based on the needs of the health plan