Patient Experience Manager

3 weeks ago

OH United States Optum Full time
Optum Career Opportunity

At Optum, we strive to deliver care and technology to help millions of people live healthier lives. As a Patient Experience Manager, you will play a crucial 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 to build and improve member experience within designated markets and assigned provider groups.
  • Collaborate with provider executives and UHC Market leaders to solve complex problems.
  • Analyze and interpret survey data to identify trends, solve complex problems, and develop strategic plans to drive process improvement.
  • Utilize, integrate, and interpret NPS, CAHPS, and HOS data to assist the organization in its improvement efforts.

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 and report on results.
  • 3+ years of experience analyzing data and soliciting feedback to improve efficiencies and enhance the quality of the member/guest/customer experience.
  • 3+ years of experience in developing training curriculum and programs focused on member/guest/customer experience.

Preferred Qualifications:

  • Lean, Six Sigma, or other Project Management certification.
  • 3+ years of experience in CAHPS/HOS/CGCAHPS/MIPS or internal member satisfaction/experience surveys in a provider office or facility setting.
  • Patient-centered medical home experience within a healthcare setting.

About UnitedHealth Group:

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.

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

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