Patient Experience Manager - Denver, CO

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The Patient Experience Manager will support the team and function as a primary resource to ensure end-to-end service resolution and timely follow up. Patient Experience Department supports creating a complete and positive service experience from member enrollment, through all touch points within system and any escalated service recovery, if necessary. The PX Manager will provide support for the Colorado Market in alignment with the objectives of the Mountain West Region and local care delivery system. The Patient Experience department has a concentrated focus in the following areas; patient service resolution, complaint management, patient feedback, Patient Satisfaction survey data distribution and creation and facilitation of service standards training. PX Manager will also support patient experience improvement efforts that align with company's consumer experience initiatives. Manager will ensure the department operates efficiently and supports an atmosphere focused on delivering high quality customer service maintain patient satisfaction and aligns with our Company Values of Integrity, Compassion, Relationships, Innovation and Performance.

Primary Responsibilities

The Patient Experience Manager will be expected to develop facilitation, public speaking and presenting skills to employees at various levels and positions within the company

The Patient Experience Manager will be expected to learn training materials and learning outcomes as a market facilitator of service metric training

Facilitate effective collaboration in patient service strategies and behaviors to insure a culture of patient satisfaction

Patient Experience Manager must be able to travel as needed within the local market and region

Coordinate Patient Satisfaction recognition programs and complaint management programs

Developing and managing cooperative and respectful business relationships that will enhance services available to patients including current physician, and clinic staff relationships to ensure an optimal patient experience

Manager is expected to role model the OptumCare service standards (C-I-CARE) with all colleagues, patients and staff members as a positive representation of the Patient Experience Department

Engaging with and collaboration with all OptumCare market employed and IPA offices to ensure the best possible patient experience

Expected to function objectively in sensitive and stressful situations, while maintaining a collaborative and positive attitude

Participate in department and service metric meetings. providing regular updates of initiatives and projects to the local and regional teammates

Focus on best practices, consultation and improvement, patient outreach and complaint management and resolution including job duties assigned to assist internal colleagues

Serves as a liaison between customers, patients and / or their families and the local CDO's (i.e., sales, support, clinical departments, and administration) and provides insight and information for improvement and complaint management processes

Provide compassionate patient centric escalated service recovery and complaint resolution for all OptumCare - Mountain West patients in collaboration with the respective Directors and market leaders in NV, UT, AZ NM and CO

Assist all the patient issues that are identified by patient outreach, surveys, and or transfers to senior population within the local, regional, and national markets. Assist patients that have been contacted once per calendar year prior/concurrent to the CG-CAHPS surveying period

Facilitates patient and or family meetings and helps managers and providers navigate the complaint management process seeking service resolution and patient satisfaction

Manager will ensure a thorough investigation and documentation of the patient's concerns, works with clinical, and support staff to coordinate a response to the patient

Lead the efforts to ensure accurate tracking and documentation of all patient issues, report, identify reoccurring service issues, and assist with root cause analysis and data in creating strategic planning

Multi-departmental collaboration with Risk Management, Consumer Affairs, Office of Compliance and Legal Department to resolve issues that may involve Risk to the organization

Familiar with all reporting service metric reporting tools and platforms

Manager must consistently work autonomously, being able to work with limited supervision, anticipate patient needs, improvise, and focus on resolve the issue, while meeting our service level agreements and exceeding patient expectations

Oversee and contribute to the creation of and editing of Service standards, Training curriculum, training material and supporting documentation

Assist with special projects and/or activities as requested by the Director of Patient Experience, VP of Patient Experience or other leadership staff

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

2+ years of experience in healthcare, customer service or patient experience-related field

1+ years of experience in public speaking or training Facilitation

Ability to travel 50% in Colorado

Preferred Qualifications

Experience in a customer service or patient service setting

Experience in process management and service resolution

Leadership experience

MS Office Suite Experience advanced user in Power Point

Virtual Meeting Training platform experience

Proven excellent attention to detail, follow through and communications skills with all levels within the organization.

Proven ability to comprehend the importance of service recovery

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 $72,800 to $130,000 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.

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