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Behavioral Health Liaison (Non-Clinical) - Honolulu, HI

Behavioral Health Liaison (Non-Clinical) - Honolulu, HI

Job Description

Position Description:

your career with one of Healthcare's fastest growing companies.  

dream of a great career with a great company – where you can make an impact and
help people.  We dream of giving you the
opportunity to do just this.  And with
the incredible growth of our business, it's a dream that definitely can come
true. Already one of the world's leading Healthcare companies, UnitedHealth
Group is restlessly pursuing new ways to operate our service centers, improve
our service levels and help people lead healthier lives.  We live for the opportunity to make a
difference and right now, we are living it up.

opportunity is with one of our most exciting business areas: Optum –a growing
part of our family of companies that make UnitedHealth Group a Fortune 17 leader.

Optum helps nearly 60
million Americans live their lives to the fullest by educating them about their
symptoms, conditions and treatments; helping them to navigate the system,
finance their healthcare needs and stay on track with their health goals. No
other business touches so many lives in such a positive way. And we do it all
with every action focused on our shared values of Integrity, Compassion,
Relationships, Innovation & Performance.

Welcome to one of the toughest and most fulfilling ways to help people, including yourself.  We offer the latest tools, most intensive training program in the industry and nearly limitless opportunities for advancement.  Join us and start doing your life's best work.

UnitedHealth Group is working to create the health care system of tomorrow.

Already Fortune 25, we are totally focused on innovation and change.  We work a little harder.  We aim a little higher.  We expect more from ourselves and each other.  And at the end of the day, we're doing a lot of good.

Through our family of businesses and a lot of inspired individuals, we're building a high-performance health care system that works better for more people in more ways than ever.  Now we're looking to reinforce our team with people who are decisive, brilliant and built for speed.

The Behavioral Health Liaison is responsible for providing support to our UHG Call team by responding to questions or service escalations.  In this role, you will also monitor quality of Behavioral Health calls serviced by our UHG Call team and provide training and or coaching when appropriate.

Primary Responsibilities:

  •  Ensures quality customer service for internal and external customers.
  • Responds to incoming customer service requests, both verbal and written.
  •  Identifies and assesses customers' needs quickly and accurately.
  • Solves problems systematically, using sound business judgment.
  •  Ensures quality customer service for internal and external customers.
  • Understand complex behavioral health contracts and requirements established by the state, health plan, and Optum.
  •  Schedule and or participate in monthly meetings with the clinical team to discuss concerns and propose suggestions.
  •  Monitor Calls for service and process compliance to ensure behavioral health remains foundational. 
  • Attend weekly calls with the call center teams and or clinical team, when applicable.
  •  Assure foundational, operational support is developed and meets expectations.
  • Track CCP and PPR questions and develop ways to improve their handling of behavioral health calls.
  • Review, revise, and or develop behavioral health support material (e.g. SOPs, Job Aids, etc.) to ensure CCPs and PPRs are always following current procedures.
  •  Maintain call skill set by periodically listening to and taking calls. (Behavioral Health calls only)
  • Respond to CCPs and PPRs for call assistance real-time and after call completion.
  •  Perform coaching weekly to mentor CCPs and PPRs and ensure compliance.
  • Conduct and or assist with training or new procedures on an individual or site level.
  • Mentor existing staff or new hires on call handling best practices designed to ensure accurate and consistent responses to BH calls.
  • Ensure member and or provider satisfaction through:
    •   Providing members/providers with assistance for complex BH questions and issues.
    •    Call Escalations and during telephonic production
    •    Communicating with CCP and PPR leadership as needed with status updates.

Job Requirements


  • High school diploma or GED
  • 2+ years of customer service experience analyzing and solving customer problems
  • 1+ years of call center experience
  • Working Hours 8am - 5pm Monday - Friday. Occasional overtime may be required.


  • Experience with Behavioral Health benefits
  • Experience with Quality Assurance monitoring
  • Experience with Training in a Healthcare environment

Requirements and Work Environment:

  • Frequent speaking, listening using a headset, sitting, use of hands and fingers across keyboard or mouse, handling other objects, long periods working at a computer.
  •  Service center environment with moderate noise level due to Representatives talking, computers, printers, and floor activity.

Take the next step, online at:

Optum, you will perform within an
innovative culture that's focused on transformational change in the Healthcare
system. You will leverage your skills across a diverse and multifaceted
business. And you will make contributions that will have an impact that's
greater than you've ever imagined.

Diversity creates a healthier atmosphere:  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, or disability status.

UnitedHealth Group is a drug-free workplace.  Candidates are required to pass a drug test before beginning employment. In addition, employees in certain positions are subject to random drug testing.

Job Snapshot

Employment Type Full-Time
Job Type Customer Service, Entry Level, Admin - Clerical
Education High School
Experience Not Specified
Manages Others Not Specified
Industry Healthcare - Health Services
Required Travel Not Specified
Job ID UHG-552248
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Behavioral Health Liaison (Non-Clinical) - Honolulu, HI

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