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Job Details

UnitedHealth Group

Patient Experience Coordinator - Tampa, FL or Orlando, FL


Clinical Coordinator



Tampa, Florida, United States

Do you have compassion and a passion to help others? Transforming healthcare and millions of lives as a result starts with the values you embrace and the passion you bring to achieve your life’s best work.(sm)

The Patient Experience Department supports creating a complete and positive service experience from enrollment, through all touchpoints within the system as well as any escalated service recovery. Patient Experience Coordinators will function as a support department for the Florida local care delivery system in the following areas; patient service resolution, complaint management, patient feedback, training and education, and Press Ganey/Burke survey data distribution. Patient Experience Coordinators will support patient experience improvement efforts that align with the company’s consumer experience initiatives. All members of the Patient Experience team will maintain professional, helpful behavior and language according to company policies and procedures.

Primary Responsibilities:

  • The Patient Experience Coordinator is responsible for collaboration with all Optum/WellMed Florida clinics and departments to ensure the best possible patient experience
  • This role focuses on proactive: best practices, consultation and improvement, and other assigned initiatives/projects and reactive job duties: complaint management and resolution
  • Manages all patient issues and concerns via a dedicated service resolution inbox/phone line with a compassionate and helpful demeanor
  • The Patient Experience Coordinator serves as a liaison between customers, patients and/or their families, and health plans and Optum/WellMed clinics. Provides insight and information as it relates to both improvement and complaint management processes
  • Investigates and documents the patient's concerns in a timely manner and works with clinical and support staff to coordinate a prompt response to the patient and/or health plan, ensuring end-to-end resolution
  • Creates reports and shares metrics, which may include complaints, patient satisfaction, CAHPS/HOS, and other quantitative and qualitative data
  • Accurately track and document all patient issues in the database, report and identify reoccurring service issues and assist with root cause analysis and data in creating strategic planning
  • Patient Experience Coordinator must function objectively in a sensitive and stressful situation while maintaining a helpful, collaborative, and positive attitude
  • Patient Experience Coordinator must be self-motivated and accountable for meeting expected deadlines and service level agreements, for all incoming patient and health plan concerns and stakeholders
  • Coordinators must work autonomously, "think on one's feet", anticipate patient needs, improvise, and synthesize extensive information to focus on and resolve the issue meeting our service level agreements
  • The Patient Experience Coordinator is responsible for developing and managing cooperative and respectful business relationships that will enhance services available to patients and guests including current physician, clinic, and hospital staff relationships to ensure an optimal patient experience
  • Patient Experience Coordinators are responsible to contribute to the creation of and editing of training material and supporting documentation
  • Patient Experience Coordinators are expected to role model the expected service standards with all colleagues, patients, and staff of other departments as a positive representation of the Patient Experience Department
  • Other duties as required

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:

  • High school diploma or equivalent
  • 3+ years previous experience in a customer service or patient service setting
  • 6+ months experience presenting to large groups
  • Proficient in all Microsoft Office programs including Excel and Access
  • Local travel
  • Full COVID-19 vaccination is an essential job function of this role. Candidates located in states that mandate COVID-19 booster doses must also comply with those state requirements. UnitedHealth Group will adhere to all federal, state and local regulations as well as all client requirements and will obtain necessary proof of vaccination, and boosters when applicable, prior to employment to ensure compliance. Candidates must be able to perform all essential job functions with or without reasonable accommodation

Preferred Qualifications:

  • Some college
  • Knowledge of Medicare and Medicare Advantage programs
  • Bilingual (Spanish)
  • Excellent written communication skills with particular attention to spelling, grammar, and editing
  • Excellent verbal communication skills, including superior phone skills
  • Excellent problem-solving and conflict resolution skills
  • Ability to communicate professionally and work effectively with all levels of personnel
  • Ability to read, write, speak, and understand the English language fluently

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 WellMed. Our focus is simple. We're innovators in preventative health care, striving to change the face of health care for seniors. We're impacting 550,000+ lives, primarily Medicare eligible seniors in Texas and Florida, through primary and multi-specialty clinics, and contracted medical management services. We've joined Optum, part of the UnitedHealth Group family of companies, and our mission is to help the sick become well and to help patients understand and control their health in a lifelong effort at wellness. Our providers and staff are selected for their dedication and focus on preventative, proactive care. For you, that means one incredible team and a singular opportunity to do your life's best work.(sm)

WellMed was founded in 1990 with a vision of being a physician-led company that could change the face of healthcare delivery for seniors. Through the WellMed Care Model, we specialize in helping our patients stay healthy by providing the care they need from doctors who care about them. We partner with multiple Medicare Advantage health plans in Texas and Florida and look forward to continuing growth.

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.