Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together.
The Patient Experience Manager will be responsible for leading the market to address member's perception and increase UHC's performance on CAHPS and HOS. The role is responsible for implementation of programs and processes designed to build and improve member experience within his/her designated market and assigned provider groups. This role will be working with provider executives and UHC Market leaders and executives on solving one of UHG's most complex problems. This work will require collaboration with UHC business unit leaders, provider groups and complex networks to lead the change that is needed in CAHPS survey results.
If you live in UT, NV, ID, WY, or MT, you will have the flexibility to work remotely* as you take on some tough challenges.
Primary Responsibilities:
Actively engage leadership and staff at all levels within the provider group to enhance the member, staff and provider experience
Influence market leadership to develop programs that support high levels of member, staff and provider engagement to drive better member experience
Implement training programs and strategies within provider groups, to increase awareness of specific behaviors and techniques which affect member satisfaction opportunities
Analyze and interpret survey data to identify trends, solve complex problems and develop strategic plans to drive process improvement within provider offices
Utilize, integrate, and interpret NPS, CAHPS & HOS data to assist organization in its improvement efforts, and promote optimal member experience
Developing and managing business relationships that will enhance services available to members including current physician and hospital staff relationships to ensure an optimal member experience
Predict and understand industry regulations that impact CAHPS/HOS survey measures and incorporates them into strategies that influence member satisfaction
Develop and maintains solid collaborative relationships within UHC Government Program and Optum partners, including executives, regional and national leaders
Identify best and worst practices for achieving high performance on CAHPS/HOS survey measures and provide input back to health plan or market
Create, develop and influence process improvement plans for providers who are low performing in CAHPS/HOS survey measures
Lead special projects and/or activities as requested by national, regional and market leadership
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:
5+ years of direct experience leading a team in business, healthcare, or hospitality
5+ years of experience in member/guest/customer service
3+ years of experience in developing training curriculum and programs focused on member/guest/customer experience
3+ years of experience with performance measurement and tracking, including the ability to monitor data (quantitative and qualitative) and report on results
3+ years of experience analyzing data and soliciting feedback to improve efficiencies and enhance the quality of the entire member/guest/customer experience
MS Office Suite experience, specifically advanced user in Power Point and Excel (Pivot Tables, VLOOKUP, data analysis)
Demonstrated experience with facilitation, presentation, and organizational development skills
Demonstrated ability to plan, organize and be flexible in response to shifting priorities and multiple clients
Willing or ability to travel up to 50% of the time as business needs dictate in the following market territory: UT, NV, ID, WY, MT
Reside in one of the following states to accommodate travel requirements of the role: UT, NV, ID, WY, MT
Demonstrated ability to provide proof of valid Driver's License and Auto Insurance
Preferred Qualifications:
Lean, Six Sigma or other Project Management Certification
3+ years of experience in CAHPS/HOS/CGCAHPS/MIPS or internal member satisfaction/experience survey's in a provider office or facility setting
Patient Centered Medical Home Experience within a healthcare setting
*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 $89,900 to $160,600 annually based on full-time employment. We comply with all minimum wage laws as applicable.
At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone-of every race, gender, sexuality, age, location and income-deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes - an enterprise priority reflected in our mission.
UnitedHealth Group is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.
UnitedHealth Group is a drug - free workplace. Candidates are required to pass a drug test before beginning employment.
