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Manager Patient Experience - Optum AZ




Phoenix, Arizona, United States

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Come make an impact on the communities we serve as we help advance health equity on a global scale. Here, you will find talented peers, comprehensive benefits, a culture guided by diversity and inclusion, career growth opportunities and your life's best work.(sm)

Patient Experience Department supports creating a complete and positive service experience from member enrollment, through all touch points within the healthcare continuum. The Patient Experience Manager will support the department team and function as a leader in the local market to implement the Optum Service Philosophy and support all patient Experience offerings. The Patient Experience Manager will provide support for the local care delivery system and Mountain West Region and in the following areas; patient service resolution, complaint management, patient feedback, and responsible for the development of all training and patient experience initiatives. Patient Experience Manager will lead improvement efforts, in alignment with the company’s and regional consumer experience initiatives. The Manager will support department efficiencies and 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:

  • Developing and managing cooperative and respectful business relationships that will enhance services available to patients including all staff members of our employed and IPA clinics and health plan partners to ensure an optimal patient experience
  • Manager is expected to role model the Optum C-I-CARE service standards with all colleagues, patients and staff members as a positive representation of the Patient Experience Department
  • Function objectively in sensitive and stressful situations, while maintaining a collaborative and positive attitude
  • Focus and prioritize the efforts of best practices, improvement, patient outreach and complaint management and resolution
  • Utilizes, integrates, and interprets NPS, CAHPS & HOS data to assist the quality teams in its improvement efforts, and promote optimal patient outcomes
  • Oversees the efforts of patient service resolution issues, and concerns received via phone, Patient Experience inbox, mail and social media. Collaborating with Patient Experience staff, Optum and vendor employees and departments, including but not limited to; brokers, member services, scheduling, and clinic management
  • Serves as a liaison between, patients and / or their families and local CDO’s/ Optum Mountain West region providing insight and recommendations to the appropriate leadership
  • Assist with patient issues identified by patient outreach, or surveys, to Medicare Advantage members within the local market, in an effort to improve measures aligned with patient Satisfaction, NPS and CMS Survey
  • Oversee a thorough investigation and documentation of the patient's concerns is conducted, and works with leadership, clinical and support staff to coordinate a response to the patient in a timely manner
  • Provide accurate tracking and documentation of patient service shortfalls. Report reoccurring service issues and assist with root cause analysis
  • Multi-departmental collaboration with Risk Management, Consumer Affairs, Office of Compliance and Legal Department to resolve issues that may involve Risk to the organization
  • Facilitate all service training and provide engaging and informative presentations to leaders at all levels of the organization
  • Stay updated and current on all Patient Experience offerings, and work collaboratively within the MWR employed and IPA clinics
  • Contribute to the creation of and editing of C-I-CARE Lesson Plans and StoryTellers, training material and supporting documentation
  • If applicable, the Patient Experience Manager will oversee the department schedule and workload assignments, for adequate coverage to support and resolve any patient experience issues or concerns
  • Spend a large majority of the work hours in the corporate office or in clinics and must be able to travel as needed within the local market and region
  • Assist with special projects and/or activities as requested and instructed by the VP of Patient Experience or a market Director in the absence of their direct supervisor

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:

  • 3+ years of experience in healthcare, customer service or patient experience-related field
  • Basic knowledge on creating training material and Power Point presentation decks
  • Proven excellent attention to detail, follow through and communications skills with all levels within the organization
  • Proven display leadership skills of an unbiased treatment and dissemination of tasks to all team members
  • Proven solid training and facilitations skills
  • Proven critical thinking, service excellence and good interpersonal communication skills
  • Proven ability to deliver presentations, report data, and departmental update to executives
  • Proven ability to plan, organize and be flexible in response to shifting priorities and multiple patients or tasks
  • Proven ability to engage in an environment of inclusion and respect
  • Proven ability to read and follow both written and verbal instructions
  • Proven solid oral and written communication skills as well as writing and editing skills
  • Ability to demonstrate a maintain a positive attitude and professional demeanor in a high stress environment

Preferred Qualifications:

  • High school diploma required and some collegiate education
  • Formal training/certifications on facilitation skills
  • MS Office Suite experience, advanced user in Excel
  • Experience in a customer service or patient service setting
  • Experience in process management and service resolution
  • Experience in a supervisory, project management or leadership role

Competencies for High Performers:

  • Professional verbal/written communication skills
  • Solution oriented and innovative thinker

Careers with Optum. Our objective is to make health care simpler and more effective for everyone. With our hands at work across all aspects of health, you can play a role in creating a healthier world, one insight, one connection and one person at a time. We bring together some of the greatest minds and ideas to take health care to its fullest potential, promoting health equity and accessibility. Work with diverse, engaged and high-performing teams to help solve important challenges.

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.

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.