Adult Member Liaison - Phoenix, AZ

Improve the lives of others while Caring. Connecting. Growing together.

At United Healthcare, we’re simplifying the health care experience, creating healthier communities and removing barriers to quality care. The work you do here impacts the lives of millions of people for the better. Come build the health care system of tomorrow, making it more responsive, affordable and equitable. Ready to make a difference?

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.

• 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

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.

• 2+ years of experience in behavioral health
• Proficiency with Microsoft Office Suite…