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Patient Experience Director

1 month ago

Milwaukee, Wisconsin, United States Optum Full time
Lead the Way in Patient Experience

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. As a Patient Experience Manager, you will play a critical role in improving health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best.

Key Responsibilities:
  • Lead the market to address member perception and increase UHC's performance on CAHPS and HOS.
  • Implement programs and processes designed to build and improve member experience within designated markets and assigned provider groups.
  • Collaborate with provider executives and UHC Market leaders and executives to solve complex problems.
  • 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.
  • Develop and maintain 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.
Requirements:
  • 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 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 Optum, we believe everyone deserves the opportunity to live their healthiest life. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes.

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.