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Job Details

UnitedHealth Group

Patient Experience Manager - Northern CA


Nurse Manager


Rancho Cordova, California, United States

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 leads 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. Market territory and provider visits cover the state of CA. No relocation assistance is provided.

If you are located in the Northern half of CA, 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 trends/themes, and ongoing activities impacting patient experience at a provider 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:

  • Ability to obtain CPXP (Certified Patient Experience Professional) certification within 1 year of hire
  • 5+ years healthcare experience working with providers (inpatient or outpatient setting), specifically with driving patient/guest experience and satisfaction outcomes
  • 3+ years experience in implementing programs and process improvements that drive better patient/guest experience and satisfaction outcomes
  • 3+ years analyzing data, reporting on results, and soliciting feedback to improve efficiencies and processes
  • 3+ years experience in a leadership, consulting, or training role
  • Solid skills in relationship-building, presenting, and data analysis
  • Proficiency in MS Office Suite, including MS Excel and MS PowerPoint
  • Understanding of the levels of patients’ Care Continuum and Access to Care
  • Knowledge of CMS, Medicare Advantage, CAHPS and HOS Surveys, and/or Value-Based Care
  • Ability to telecommute (work from home) 50% and travel 50% to providers located across CA
  • Reside in (or specifically plan to reside in) the Northern half of California
  • 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 Qualifcations:

  • Master’s degree
  • Certification in Lean, Six Sigma, or Project Management
  • Experience in CAHPS/HOS/CGCAHPS/MIPS or patient satisfaction/experience surveys in a healthcare setting
  • Ability to plan, organize and be flexible in response to shifting priorities and multiple clients

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

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.