Hearts behind the work

[MUSIC PLAYING]

Holly Martin voiceover: I bring money back to people who need it. That’s what I do.

[IMAGE – Pictures of staff]

[Text On Screen – Hearts behind the work]

Holly Martin voiceover: Getting into healthcare was really an accident.

[Text On Screen –Holly Martin, Associate General Manager Payment Integrity]

So I was a classically trained portrait painter working in graphic design, that’s my undergrad. And we wound up back in Nashville when my mom was sick, and came back home looking for a job. And my sister said, “I love my job. You need to come check it out, they’re hiring.” And I applied, and I have been here for 18 years. And I couldn’t imagine being anywhere else.

[Text On Screen –The transparent network]

Holly Martin voiceover: Navigating the healthcare system is complicated for any patient, and taking all of the confusion; the paperwork; having one place for them to go, one place for them to access information and contact their doctors, their insurance companies; understand what their cost is going to be is a huge win over where we’ve been for the last several years.

[Text On Screen –Opportunities at Optum]

Holly Martin voiceover: The opportunities are limitless. You can learn something new every single day, you can meet someone new every single day. And all of it is advancing healthcare and our information technology to make the healthcare space a better place for everyone.

[Text On Screen –Optum]

[MUSIC PLAYING]

Laura Weiss voiceover: I lead a team that helps to support patients improve their health and support providers in their goal to provide better healthcare to their patients.

[IMAGE – Pictures of staff]

[Text On Screen – Hearts behind the work]

Laura Weiss voiceover: I have a brother-in-law and sister-in-law who

[Text On Screen – Laura Weiss, Vice President Value-based Care]

are nurses. And I really respected what they did and how passionate they were, and they relay to me that there is still so much going on in the healthcare field and so many opportunities that that’s how I became interested in pursuing healthcare in the field.

[Text On Screen – Aligned with innovators]

Laura Weiss voiceover: I think it’s more than technology, it’s also people and process. Even those, the folks who have the innovative ideas, a lot of times starting a conversation with them, they could also have innovative ideas about other areas, even the area that I work in. So I’m constantly trying to align myself with innovators, tell them what I do, hear what they do, and see if there’s opportunity for collaboration and improvement.

[Text On Screen – Unique opportunities]

Laura Weiss voiceover: I love that I have new challenges to solve every day. Every day is different. I have the unique opportunity to be able to dig in, to be innovative, to think outside the box, and bring my ideas to leaders who not only hear it, they say, “Okay, go do it. Go solve it.” So that’s really exciting for me and gives me a huge sense of value and satisfaction.

[Text On Screen – Optum]

[MUSIC PLAYING]

Richard Solomon voiceover: I live for the passion which I have for medicine. I live that I am doing something different in somebody’s life that’s making them live healthier. That’s the passion which motivates me to work every day.

[IMAGE – Pictures of staff]

[Text On Screen – Hearts behind the work]

Richard Solomon voiceover: I like the most when working for Optum.

[Text On Screen – Richard Solomon, Senior Health Care Advocate]

I can give you a 30 minute talk on that. The most thing that I love about… the diverse culture. The value of being compassionate and equitable care we provide our patients. And Optum is… you know, especially from the top, from the senior management to my colleagues, I really feel like I am at home. My cup runneth over. I feel like I’m working with my family.

[Text On Screen – Helping patients get the care they need]

Richard Solomon voiceover: There’s a practice in Manhattan. They were very, very resistant of joining our program, so it took me at least three months to speak with that practice. And then after joining our program, that practice actually is at 4.5 stars in CMS rating. They were able to capture those chronic kidney conditions which were unnoticed or that they were not capturing before.

[Text On Screen – Personal philosophy]

Richard Solomon voiceover: Don’t take failure as a step back or as a step down. Learn from your failures, think about the next step, what you’re going to take in your life, and learn from it.

[Text On Screen – Optum]

[VIDEO OF MISTY SKELTON SPEAKING]

[UPBEAT MUSIC PLAYING THROUGHOUT]

I think one thing first is just establish a level playing ground with everyone, meaning let me get to know you. I think more of a gentle push versus

[VIDEO OF MISTY SKELTON SPEAKING TRANSITIONS TO CIRCLE SHAPE]

coming in blazing hardcore.

[VIDEO SHOWS MULTIPLE CIRCULAR IMAGES OF PEOPLE AT FAST SPEED]

[Text on screen – Hearts behind the work]

I've always

[VIDEO OF MISTY SKELTON SPEAKING]

had a passion for

[Text on screen – MISTY SKELTON; Health Care Advocate]

animals and I guess caring. I worked at a vet when I was in high school. And the Good Vet program I wanted to go to is out of state. I couldn't do that, so the next pathway was nursing. So I do enjoy, I guess you could say I'm a people pleaser yet compassionate, caring, want-to-help type person.

[VIDEO OF MISTY SKELTON SPEAKING TRANSITIONS TO CIRCLE SHAPE]

And so, that just led me down that pathway.

[Text on screen – Connecting through care]

We want to provide

[VIDEO OF MISTY SKELTON SPEAKING]

quality of care and, you know, providers, you know, NPs, doctors, PAs. People are in that profession because they care, right? And when they get, some of them get grumpy when you have to talk about the business side of things and things we need you to do, so we can just make it quality patient care. A lot of times

[VIDEO OF MISTY SKELTON SPEAKING TRANSITIONS TO CIRCLE SHAPE]

they're going to tune in because that's what they want to do at the end of the day.

[Text on screen – Establish trust]

Do what you say, you know.

[VIDEO OF MISTY SKELTON SPEAKING]

People want to feel like that you hear them and that you will get back, that they know my word is good. They start feeling comfortable with you and trust in you, and that just enhances those relationships and then it can, you know, spread out to other folks in those groups.

[VIDEO OF MISTY SKELTON SPEAKING TRANSITIONS TO OPTUM LOGO]

[Text on screen – Optum]

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[VIDEO OF KAYLYN WINEGAR SPEAKING]

[UPBEAT MUSIC PLAYING THROUGHOUT]

Every day we have an opportunity to make a difference and I like to instill that in my family and my friends. We wake up, we have one opportunity. Today's only going to happen one time and it's important

[VIDEO OF KAYLYN WINEGAR SPEAKING TRANSITIONS TO CIRCLE SHAPE]

to make that as amazing as we can.

[VIDEO SHOWS MULTIPLE CIRCULAR IMAGES OF PEOPLE AT FAST SPEED]

[Text on screen – Hearts behind the work]

Living in

[VIDEO OF KAYLYN WINEGAR SPEAKING]

a rural

[Text on screen – Kaylyn Winegar; Patient Experience Manager]

community, we have a lot of farmers here. We've got a lot of areas, you know, where healthcare is hard to come by. We were able to offer telehealth. We're able to give them resources that they didn't have before, so that they can, you know, have better access to their providers and not have to travel so far to still see the people that they need to see. But I think that's what healthcare is. It's about getting

[VIDEO OF KAYLYN WINEGAR SPEAKING TRANSITIONS TO CIRCLE SHAPE]

the patients the resources they need when they need it.

[Text on screen – Making connections]

You know, I was working with

[VIDEO OF KAYLYN WINEGAR SPEAKING]

this physician who was really struggling to connect with some of the patients they were seeing. They were a specialist physician. And I just sat down with them and I said, "You know, tell me about you. You know, how many kids do you have? What do you do when you're not working?" And it was a great conversation. And so, let's have that same conversation with the patient. And so, that's the first thing he did. He pulled up a chair and he sat down and he said, "I'm Dr. So-and-so. I'm so excited to see you today." And they asked the patient the same questions. "What would you be doing if you weren't here in the hospital?" And then from there on, that physician and that patient had a great relationship. And he, you know, that impacted that patient's

[VIDEO OF KAYLYN WINEGAR SPEAKING TRANSITIONS TO CIRCLE SHAPE]

experience and it also impacted that provider's experience.

[Text on screen – Why Optum?]

It's a collaborative,

[VIDEO OF KAYLYN WINEGAR SPEAKING]

innovative atmosphere. We are constantly working as a team to come up with solutions, to break down barriers, you know, and at the end of the day, everybody's working for the betterment of the patient and the member. And so, you know, I feel like I'm serving in a space alongside people that have the same vision and same service heart as I do.

[VIDEO OF KAYLYN WINEGAR SPEAKING TRANSITIONS TO OPTUM LOGO]

[Text on screen – Optum]

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[VIDEO OF MARY LISA WOODS SPEAKING]

[UPBEAT MUSIC PLAYING THROUGHOUT]

I don't know if I could describe my job to a five year old. I work with a team of people that make sure that what people say

[VIDEO OF MARY LISA WOODS SPEAKING TRANSITIONS TO CIRCLE SHAPE]

they do, they've done.

[VIDEO SHOWS MULTIPLE CIRCULAR IMAGES OF PEOPLE AT FAST SPEED]

[Text on screen – Hearts behind the work]

I practiced

[VIDEO OF MARY LISA WOODS SPEAKING]

clinically

[Text on screen – Mary Lisa Woods; Optum Payment Integrity Managed Services Clinical and Coding Advisory Team]

for 20 years, and then, I liked it so much that I went back to school and I got my family nurse practitioner. So in addition to what I do for Optum, Optum has given me the opportunity to continue to work clinically part-time. And I work as a practitioner part-time for nursing homes in my area. So I

[VIDEO OF MARY LISA WOODS SPEAKING TRANSITIONS TO CIRCLE SHAPE]

[Text on screen – New Optum Program]

have the best of both worlds and it's been really great. She

[VIDEO OF MARY LISA WOODS SPEAKING]

handed me a spreadsheet with about 100 claims and she said, "We're trying to figure out what kind of audit is being done on these claims, can you help us?" And I said, "Oh, sure." And I looked at them, I said, "Well, that's clinical validation." And she said, "Oh, what's that?" And that was it. It just kind of took off from there. And the next thing you know, we got to be part of the creation of clinical validation for Optum and very, very proud of that. Very proud of that, yeah. 100 claims on the spreadsheet. We say it was the spreadsheet heard around the world so,

[VIDEO OF MARY LISA WOODS SPEAKING TRANSITIONS TO CIRCLE SHAPE]

or at least around the Optum world anyway.

[Text on screen – Why Optum]

I get to work

[VIDEO OF MARY LISA WOODS SPEAKING]

with coders, with clinicians, and then just I get to work with all the teams across payment integrity and managed services. So it's such a great collaborative effort and it couldn't be done without teamwork. And they're passionate about what they do and, you know, they want to help. And I just have had a great experience here. It's the people, the people matter.

[VIDEO OF MARY LISA WOODS SPEAKING TRANSITIONS TO OPTUM LOGO]

[Text on screen – Optum]

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