Regional Client Service Liaison

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.

A Regional Client Service Liaison will serve as an overall point of contact for a regional area consisting of multiple facilities as part of the Optum SSMHealth account partnership fostering strong relationships at the local executive level. The Regional Client Service Liaison will gather overall feedback, assess and summarize themes which will be presented to Optum leaders, be a point of escalation, ensure inquiries are responded to and resolved in a timely manner. The Liaison will be responsible for regular status updates to both Optum and SSM leaders.

The Regional Client Service Liaison is the primary point of contact for client hospital executives such as Hospital Presidents, Chief Financial Officers and Chief Medical Officers. In this capacity, the Regional Client Service Liaison focuses on client satisfaction as well as uncovering opportunities for growth.

The Regional Client Service Liaison is the ‘voice of the client’ and is responsible listening to, gathering, and creating report summaries around client concerns with operations including both revenue cycle and care transformation service areas. The Regional Client Service Liaison ensures the client feels heard and actions are taken.

The Regional Client Service Liaison will provide communication and coordination from regional to Optum Partnership Operations – tight alignment with Operations is necessary for effective execution in this role. Long term relationships with hospital executives are built and maintained. Communication is critically important, as such; Regional Client Service Liaison’s will be required to be onsite to meet with key client leadership in addition to their regularly scheduled meetings with hospital executives to report progress.

Regional Client Service Liaisons are strategic and analytic thinkers with deep understanding of the of the health care and acute care revenue cycle and care transformation operations.

You’ll enjoy the flexibility to work remotely * from anywhere within the U.S. as you take on some tough challenges.

Primary Responsibilities:

• Solutions to their greatest potential, understand all of the benefits, are maximizing the ROI
• Proactively managing and communicating current operational results and transformation projects status to hospital executives
• Leverage OptumInsight internal resources (e.g., Facility Business Office Liaison, Revenue Cycle Optimization, IT, etc) to meet client business challenges
• Maintain regular meetings with hospital executives to review client’s business needs
• Provides communication and coordination from regional to Partnership Operations
• Maintain regular meeting cadence with hospital executives. Responsibilities include but are not limited to meeting schedule, attendee list (both client and OptumInsight), preparation, execution, and follow-up
• Establish effective relationships with acute care client executives to understand their objectives, business drivers, and success measures. Responsible for relationships and Interaction with executives in roles that include Hospital Presidents, Chief Financial Officers, Care Coordinators, Chief Nursing Officers and Chief Medical Officers
• Consult with hospital personnel and internal teams to ensure they utilize OptumInsight
• Maintain focus and engagement with clients on semi-annual Client Satisfaction Survey, including OptumInsight’s Net Promoter Score (NPS). This includes creating individual plans to address satisfaction issues within survey respondents to ensure high client satisfaction and improving NPS scores
• Travel: 20% - 80% travel depending on market and facility locations

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.

Qualifications - External

Required Qualifications:

• Full COVID-19 vaccination is an essential job function of this role. Candidates located in states that mandate COVID-19 booster doses must also comply with those state requirements. UnitedHealth Group will adhere to all federal, state and local regulations as well as all client requirements and will obtain necessary proof of vaccination, and boosters when applicable, prior to employment to ensure compliance. Candidates must be able to perform all essential job functions with or without reasonable accommodation
• 5+ years working with senior level C suite executives in the hospital/provider space
• 3+ years of Operational experience in acute care hospital departments such as Patient Access, Health Information Management, Clinical Document Improvement Patient Financial Services (billing, collection, cash posting, account follow-up and reconciliation), and/or Case Management and Social Work
• Ability to travel between 20 to 80%

Preferred Qualifications:

• Professional memberships including HFMA, and or ACHE
• Ability to work with peers group to manage through conflict resolution
• Undergraduate Degree or equivalent experience. Advanced degree (i.e.: MBA, MHA)
• Highly self- motivated and self-directed individual with strong negotiation skills
• Hospital Information Systems that support revenue cycle operations such as (MS4, INVISION, Cerner, CAC, SSI, CA, EFR)
• Excellent influence, collaboration and listening skills
• Excellent analytical skills coupled with the ability to create client value
• Ability to effectively operate and deliver results in a matrix operations structure
• Ability to manage complex client situations with minimal supervision/management

To protect the health and safety of our workforce, patients and communities we serve, UnitedHealth Group and its affiliate companies require all employees to disclose COVID-19 vaccination status prior to beginning employment. In addition, some roles and locations require full COVID-19 vaccination, including boosters, as an essential job function. UnitedHealth Group adheres to all federal, state and local COVID-19 vaccination regulations as well as all client COVID-19 vaccination requirements and will obtain the necessary information from candidates prior to employment to ensure compliance. Candidates must be able to perform all essential job functions with or without reasonable accommodation. Failure to meet the vaccination requirement may result in rescission of an employment offer or termination of employment

Careers with Optum. Our objective is to make health care simpler and more effective for everyone. With our hands at work across all aspects of health, you can play a role in creating a healthier world, one insight, one connection and one person at a time. We bring together some of the greatest minds and ideas to take health care to its fullest potential, promoting health equity and accessibility. Work with diverse, engaged and high-performing teams to help solve important challenges.

*All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter Policy

California, Colorado, Connecticut, Nevada, New York, Rhode Island, or Washington Residents Only: The salary range for California/Colorado/Connecticut/Nevada/New York/Rhode Island/Washington residents is $118,000 to $226,800. Pay is based on several factors including but not limited to education, work experience, certifications, etc. 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.

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.