Combine two of the fastest-growing fields on the planet with a culture of performance, collaboration and opportunity and this is what you get. Leading edge technology in an industry that is improving the lives of millions. Here, innovation is not about another gadget; it is about making health care data available wherever and whenever people need it, safely and reliably. There is no room for error. If you are looking for a better place to use your passion and your desire to drive change, this is the place to be. It's an opportunity to do your life's best work.(sm)

The Patient Experience Manager’s responsibilities include: leading market-level activities to address patients’ perceptions of their healthcare experience, increasing UnitedHealthcare’s (UHC) and partnering providers’ performance on CAHPS and HOS metrics, and understanding market data trends to implement programs and processes designed to build and improve UHC (member) patient experience. This role works cohesively with provider/patient experience and UHC market leaders to provide strategic support and oversight and solve one of the industry’s most complex opportunities.

If you are located within ID, UT, or NV you will have the flexibility to work remotely* as you take on some tough challenges.

Primary Responsibilities:

• Analyze and interpret NPS, CAHPS, and HOS survey data to identify trends, solve complex problems and develop strategic action plans to drive process improvement within provider offices
• Actively engage provider group leadership and staff to enhance the patient, staff and provider experience
• Implement programs and strategies with provider groups, to increase awareness of specific behaviors and techniques that affect patient satisfaction
• Understand provider group processes and identify opportunities/areas-of-focus to educate and implement best practices to improve performance on CAHPS/HOS survey measures
• CAHPS/HOS survey measures and incorporate them into strategies that influence patient satisfaction
• Develop and maintain collaborative relationships within UHC Government Program and Optum partners, including executives, regional and national leaders
• Report regularly on market trends, themes, and on-going activities impacting patient experience at a provider-group and market level
• 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:

• Bachelor’s Degree in business administration/healthcare OR 3+ years direct experience in healthcare
• Willingness to become a Certified Patient Experience Professional within 1 year of hire
• 3 years in a leadership, consulting, or training role
• 3+ years of experience in implementing programs and process improvements driving better patient/guest/customer experience outcomes
• 3+ years of experience analyzing data, report on results, and soliciting feedback to improve efficiencies and processes
• Knowledge of CMS, Medicare Advantage, CAHPS and HOS Surveys, and Value-Based Care
• Proficiency in MS Office Suite, Power Point, Excel
• Understand the levels of patients’ Care Continuum and Access to Care
• Telecommuter based position with up to 50% territory travel
• Solid relationship-building, presentation, and data analytic skills
• Ability to plan, organize and be flexible in response to shifting priorities and multiple clients
  

Preferred Qualifications:

• Master's degree in business administration, healthcare, or hospitality
• Lean, Six Sigma or other Project Management Certification
• 3 years’ experience in CAHPS/HOS/CGCAHPS/MIPS or internal patient satisfaction/experience survey’s in a healthcare setting
  

To protect the health and safety of our workforce, patients and communities we serve, UnitedHealth Group and its affiliate companies require all employees to disclose COVID-19 vaccination status prior to beginning employment. In addition, some roles and locations require full COVID-19 vaccination, including boosters, as an essential job function. UnitedHealth Group adheres to all federal, state and local COVID-19 vaccination regulations as well as all client COVID-19 vaccination requirements and will obtain the necessary information from candidates prior to employment to ensure compliance. Candidates must be able to perform all essential job functions with or without reasonable accommodation. Failure to meet the vaccination requirement may result in rescission of an employment offer or termination of employment

Careers with Optum . Here's the idea. We built an entire organization around one giant objective; make health care work better for everyone. So when it comes to how we use the world's large accumulation of health-related information, or guide health and lifestyle choices or manage pharmacy benefits for millions, our first goal is to leap beyond the status quo and uncover new ways to serve. Optum, part of the UnitedHealth Group family of businesses, brings together some of the greatest minds and most advanced ideas on where health care has to go in order to reach its fullest potential. For you, that means working on high performance teams against sophisticated challenges that matter. Optum, incredible ideas in one incredible company and a singular opportunity to do your life's best work.(sm)

*All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter Policy.

Nevada Residents Only: The salary range for Nevada residents is $90,500 to $161,600. Pay is based on several factors including but not limited to education, work experience, certifications, etc. In addition to your salary, UnitedHealth Group offers 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 UnitedHealth Group, you’ll find a far-reaching choice of benefits and incentives

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.