The Customer Liaison serves as a consultative partner between Home & Community Care Delivery (H&CCD) stakeholders, subject matter experts, instructional design teams, leadership, and Optum functional partners to support effective staff education and adoption of business priorities.
This role uses H&CCD program knowledge, needs analysis, stakeholder engagement, and project coordination skills to determine whether performance gaps are best addressed through training, workflow clarification, communication, or other operational solutions. The Customer Liaison aligns learning recommendations to business goals, manages intake and project documentation, monitors scope and timelines, and supports successful implementation of clinical model updates, EHR releases, process changes, and strategic initiatives.
You'll enjoy the flexibility to work remotely * from anywhere within the U.S. as you take on some tough challenges. For all hires in the Minneapolis or Washington, D.C. area, you will be required to work in the office a minimum of four days per week.
Primary Responsibilities:- Partner with stakeholders, SMEs, instructional designers, project managers, operational leaders, and Optum functional teams to identify and prioritize learning needs for clinical and non-clinical staff
- Translate stakeholder needs into clear learning goals, measurable outcomes, audience considerations, delivery expectations, and recommended learning or performance solutions
- Support learning needs related to clinical model updates, new program implementations, market and role expansions, quality initiatives, workflow changes, documentation requirements, EHR releases, and platform migrations
- Manage project documentation, status updates, scope decisions, stakeholder communications, risks, dependencies, and close-out activities in designated tracking platforms
- Review internal deliverables prior to SME approval to ensure materials reflect agreed-upon processes, audience needs, business requirements, documentation standards, and change management principles
- Coordinate EHR release notes and updates to existing learning materials in alignment with system releases, stakeholder expectations, and established timelines
- Lead or support cross-functional projects by maintaining clear communication, proactive follow-up, disciplined scope management, and timely escalation of risks or barriers
- Serve as a trusted liaison by anticipating stakeholder needs, influencing solution quality, and identifying process improvements that strengthen intake, documentation, scope tracking, and learning delivery practices
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: - 3+ years of experience in training needs analysis, performance consulting, stakeholder engagement, learning operations, project management, change management, or a related field
- 3+ years experience with H&CCD clinical programs and/or platforms such as Pathway, eHC, Coordinate, OCM, Athena, or other EHR systems
- Experience with project management or work management tools such as Smartsheet
- Proficiency with Microsoft Office Suite, including Word, Excel, PowerPoint, Outlook, and Teams
Preferred Qualifications:- Experience translating business needs into measurable learning outcomes and practical learning, performance, or operational solutions
- Experience managing multiple concurrent projects, including timelines, risks, dependencies, stakeholder communications, and documentation
- Experience supporting organizational, operational, system, workflow, or program changes through communication, training, adoption, and reinforcement activities
- Solid consultative, facilitation, stakeholder management, and influencing skills
- Solid written and verbal communication skills, including clear documentation, executive-ready communications, and stakeholder updates
- Ability to prioritize competing demands and manage work in a fast-paced, cross-functional environment
*All employees working remotely will be required to adhere to UnitedHealth Group's Telecommuter Policy.
Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer 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 us, you'll find a far-reaching choice of benefits and incentives. The salary for this role will range from $91,700 - $163,700 annually based on full-time employment. We comply with all minimum wage laws as applicable.
Application Deadline: This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants.
