Hearts behind the work insights

[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.

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[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.

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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]

[MUSIC FADES]

[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

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to make that as amazing as we can.

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[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]

[MUSIC FADES]

[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.

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[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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