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Job Details

UnitedHealth Group

Regional CAHPS Performance Manager - Telecommute in Oklahoma, Missouri or Kansas


Nurse Manager


Maryland Heights, Missouri, United States

UnitedHealthcare is a company that's on the rise. We're expanding in multiple directions, across borders and, most of all, in the way we think. Here, innovation isn't about another gadget, it's about transforming the health care industry. Ready to make a difference? Make yourself at home with us and start doing your life's best work.(sm)

Transforming health care for everyone takes a huge effort. But we never said major impact was easy. At UnitedHealthcare, We are working to create a system that is connected, aligned and more affordable for all involved. One that delivers high quality care, responsive to the needs of each person and the communities in which they live. And as part of the UnitedHealth Group family of businesses, we have the support and resources of a Fortune 5 industry leader to do so.

The Regional CAHPS Performance Manager will work closely with health plan leadership to identify, plan, design, and implement patient experience improvement strategies. Collaboration with local, regional, and national entities all while using project management skills and innovative solutions to improve patient experience in healthcare.

The right candidate will have a successful track record in patient experience and will be fully dedicated to improving overall CAHPS HOS scores determined through internal and CMS conducted surveys. Provides educated knowledge, leadership, and solution based strategies to improve patient experience. Expertise in CAHPS/HOS surveys, including but not limited to provider engagement, process improvement, industry standards, and best practices to develop a strong patient experience program within the health care delivery system.

If you are located in Oklahoma, Missouri or Kansas, you will have the flexibility to telecommute* as you take on some tough challenges.

Primary Responsibilities:

  • Acts as a strategic thinker while working closely with the health plan team to ensure patient experience objectives are met
  • Works with partners across the organization to monitor market level trends, risk, and opportunities to develop strategic market level strategies
  • Continually assess market competitiveness, opportunities and risks as it relates patient satisfaction / experience with their health plan and health care providers
  • Focus on improving patient experience using CMS and internal survey, NPS, and KPIs
  • Motivated by new challenges and executes initiatives within given time frames
  • Build and maintain collaborative relationships within UHG organization
  • Works with operational leaders to promote recommendations for process improvement opportunities around defined patient experience measures
  • Potential West coast travel

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 (or equivalent education and experience)
  • 5+ years of progressively responsible business management experience in a high impact role
  • 5+ years in application of Medicare programs, including STARS, HEDIS, CAHPS, HOS, QHP, MIPS, MACRA, PQRS, CG-CAHPS
  • 2+ years of experience working in a patient experience role
  • Technical skills in Microsoft Office (Word, Excel, PPT)

Preferred Qualifications:

  • Master’s degree
  • Certified in Patient Experience through an industry program (Beryl Institute, NCQA)
  • Lean / Six Sigma certification
  • Experience in a Medicare Advantage business
  • In-depth experience with health care providers / networks, CMS Star ratings, HEDIS measures and clinical quality
  • Demonstrated solid financial / analytical skills
  • Verbal and written communication skills; ability to speak clearly and concisely conveying complex or technical information in a manner others can understand, as well as ability to understand and interpret complex information from others
  • Strategic thinking capacity, effective communication skills and a proven track record of building and maintaining multiple effective partnerships
  • Ability to manage and prioritize multiple tasks, promote teamwork and fact based decision making
  • Problem solving skill; ability to systematically analyze problems, draw relevant conclusions and devise appropriate courses of action
  • 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

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 at UnitedHealthcare Medicare & Retirement. The Boomer generation is the fastest growing market segment in health care. And we are the largest business in the nation dedicated to serving their unique health and well-being needs. Up for the challenge of a lifetime? Join a team of the best and the brightest to find bold new ways to proactively improve the health and quality of life of these 9 million customers. You'll find a wealth of dynamic opportunities to grow and develop as we work together to heal and strengthen our health care system. Ready? It's time to do your life's best work.(sm)

*All Telecommuters will be required to adhere to UnitedHealth Group’s Telecommuter Policy.

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.