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The ALTCS EPD Member Liaison Coordinator in the UHCCP Office of Individual and Family Affairs is responsible for developing and overseeing the member advocacy program for UnitedHealthcare Community Plan’s ALTCS/EPD program as well as developing and implementing an onsite provider monitoring program. This role focuses on populations with Special Health Care Needs, complex care needs, veterans, and members making significant life transitions (age, new disability, etc.) and should have lived experience as a family member who is a primary caregiver or natural support with understanding of navigating the ALTCS EPD program. 

The ALTCS EPD Member Liaison Coordinator will build and foster positive relationships for service delivery environments that are supportive, welcoming and person centered, collaborates with contracted providers, community organizations, and other member support areas. This role includes working collaboratively with internal teams such as: Provider Services, Member Services, Case Management, Care Management, and all other internal departments to ensure ALTCS EPD members and their families collectively experience removal of barriers that affect service delivery and member satisfaction.

If you are located in the Phoenix, Arizona area, you will have the flexibility to work from home, as well as work onsite twice a week (Monday & Wednesday) as you take on some tough challenges. Onsite location is 1 E. Washington St., Phoenix, AZ 85004.

Primary Responsibilities:

• Hybrid role available in office and virtually as scheduled to support ALTCS EPD members, families, providers, and internal and external stakeholders when needed
• Provide advocacy and system navigation of special health care needs of ALTCS EPD members services and supports
• To support resolution of concerns of ALTCS EPD members and their families
• Build partnerships with individuals, families, and key stakeholders to promote overall wellness for ALTCS EPD members
• Assist ALTCS EPD 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 internal/external learning opportunities, utilizes available resources, and promote use of educational materials and web-based information
• As appropriate, consult with ALTCS EPD members, their families, health plan internal teams, existing providers, and primary care physicians regarding patients' treatment needs and goals to facilitate proper coordination of care
• Fields calls, emails, concerns, and request for assistance addressing members and their families concerns
• Attends in-person community forums/provider councils to engage, educate and gather member feedback on ALTCS EPD system issue improvement
• Identify and address both individual and systemic service concerns
• Support outcome-focused, evidenced-based best practices and guidelines for members with complex care needs with providers
• Understand and communicate member services and supports outlined in a Person-Centered Service Plan
• Develop and deploy onsite provider auditing and monitoring protocols to ensure the correct understanding and application of direct care services
• Provide consultation to providers on the nature and quality of their onsite member services and supports
• Track and trend provider auditing and monitoring performance and present findings to internal teams and leadership and external teams and leadership
• Understand ALTCS EPD 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

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:

• Lived experience receiving ALTCS EPD program supports or experience as a family member who is a primary caregiver or natural support with understanding of navigating the ALTCS EPD Program
• Proficiency with Microsoft Office Suite programs (Word, Outlook, Excel, PowerPoint)
• Arizona resident
• Reliable transportation with the ability to accommodate field-based travel within the service delivery area (50%) 

Preferred Qualifications:

• Experience working with ALTCS EPD members and families
• 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 case management principles and practices
• Familiarity with quality management protocols and provider services
• Knowledge of or ability to research and connect with community resources
• Knowledge of provider monitoring principles and ability to deliver actionable feedback to service providers

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

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.