Patient Experience Manager - Field Based (IL, MI, WI, IN, KY, OH) at Optum

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 diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity 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.

This is a field-based position with up to 50% market travel (Illinois, Michigan, Wisconsin, Indiana, Kentucky, Ohio)

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       
• Responsible for 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 in leading a team in business, healthcare or hospitality
• 5+ years of experience in member/guest/customer service
• 3+ years of experience with performance measurement and tracking, and the ability 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
• 3+ years of experience in developing training curriculum and programs focused on member/guest/customer experience
• Proficiency in Excel (filtering, sorting) and PowerPoint (creating and delivering presentations)
• Proven solid facilitation, presentation, and organizational development skills
• Ability to plan, organize and be flexible in response to shifting priorities and multiple clients
• Willingness and ability to travel up to 50% in market 

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
• Reside within the Illinois, Michigan, Wisconsin, Indiana, Kentucky, Ohio market territory

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.   

Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity/Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

UnitedHealth Group is a drug - free workplace. Candidates are required to pass a drug test before beginning employment.