Patient Relations Liaison
About The Position
The Patient Relations Liaison collaborates with site leadership, the Supervisor of Patient Relations, and growth, retention, and marketing teams to identify opportunities and develop and implement growth and retention initiatives. The role focuses on age-in, fee-for-service (FFS), and working-beneficiary conversions into Medicare-managed care plans. The liaison serves as an on-site contact for prospective and existing patients and supports external partners, including agencies, agents, and community organizations. They also guide patients and families on non-medical questions and concerns and help them navigate the healthcare system to promote a positive patient experience. The role supports site-level membership growth and retention through prioritized outreach, onboarding, service recovery, events, provider transitions, and related initiatives. It uses reporting and analytics to monitor performance against growth and retention key performance indicators (KPIs), documents outcomes in CRM or other relevant systems, and handles protected health information in accordance with HIPAA standards. The position may involve occasional travel within a designated area.
Requirements
- High school diploma, GED, or equivalent experience.
- At least 1 year of experience in a healthcare setting.
- Proficiency with Microsoft Office applications, including Word, Excel, and PowerPoint.
- Valid driver’s license and access to reliable transportation for occasional travel within a designated area.
Nice To Haves
- Bachelor’s degree.
- Managed care and/or ambulatory care experience.
- Experience in a quota-driven sales or marketing function.
- Health Plans experience.
- Bilingual in English and Spanish.
- Excellent communication and customer service skills.
Responsibilities
- Demonstrate Optum’s commitment to superior customer service, quality, care, and concern in interactions with internal and external customers.
- Support growth and retention of site-level membership and implement tactics and strategies related to AEP/OEP/SEP, age-ins, and FFS.
- Manage prioritized outreach and track outcomes related to AEP/OEP/SEP, age-ins, FFS conversion to managed care plans, and working beneficiaries.
- Coordinate with front-office and care teams to complete new-patient orientations and Medicare surveys and increase awareness of services.
- Conduct new-patient onboarding, give facility tours, and explain benefits, forms, and guidelines.
- Coordinate site service-recovery activities with the Supervisor, Patient Relations, and site management.
- Use data analytics and available reporting to track progress against predefined growth and retention KPIs.
- Support new-provider onboarding, transition action plans, and membership retention from a marketing and membership-growth perspective.
- Provide the growth team and PRL Supervisor with detailed feedback on broker engagement and performance and recommend improvements.
- Document detailed outcomes of patient outreach and growth and retention events in CRM or other relevant systems.
- Implement patient-experience best practices and partner with the site team on processes to maximize patient retention.
- Conduct outreach to new, termed, and transitioned patients.
- Support provider transition action plans and membership retention efforts, including retention related to M&A activities.
- Provide support and training on Medicare Madness, in-clinic AEP, SEP, and FFS-conversion processes, and site-specific initiatives affecting site operations.
- Partner with the growth team and Supervisor, Patient Relations to plan and organize retention events and in-clinic OEP/SEP/AEP and marketing events.
- Partner with marketing and growth teams to plan external marketing events and represent 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.
- Use, protect, and disclose patients’ protected health information only in accordance with HIPAA standards.
- Perform additional duties as assigned.
Benefits
- Comprehensive benefits package, subject to eligibility requirements.
- Incentive and recognition programs, subject to eligibility requirements.
- Equity stock purchase, subject to eligibility requirements.
- 401(k) contribution, subject to eligibility requirements.
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What This Job Offers
Job Type
Full-time
Education Level
High school or GED
