Patient Experience Manager

Opportunities with Optum in the Tri-State region (formerly CareMount Medical, ProHEALTH New York and Riverside Medical Group). Come make a difference in the lives of people who turn to us for care at one of our hundreds of locations across New York, New Jersey and Connecticut. Work with state-of-the-art technology and brilliant co-workers who share your passion for helping people feel their best. Join a dynamic health care organization and discover the meaning behind Caring. Connecting. Growing together.

This vital leadership role champions the voice of the patient in fostering a culture of continuous, improvement in all aspects of the patient experience. This role is responsible for ensuring timely and empathetic responses to patient feedback and requests. The analysis of key trends and researching and recommending best practices to further enhance patient communication, efficiency, and customer satisfaction across our practice sites is also a key responsibility, along with facilitating various Patient Experience Training and Coaching Programs to providers, staff and leaders across our region.

This position follows a hybrid schedule with three in-office days per week.

Primary Responsibilities:

• Serves as a subject matter expert for patient experience inquires and as an educator for patient rights and service excellence
• Builds and maintains productive intra-departmental work relationships to optimize operations, processes and efficiencies, supports managers in using patient experience data (NPS, CAHPS, etc., to recognize and drive change in their practices
  
• Mentors and develops the Patient Experience Team in patient advocacy, problem identification, escalation and prompt resolution
  
• Works collaboratively to investigate and resolve concerns with key stakeholders, clinical, operational, revenue cycle, legal, regulatory leadership
  
• Works to ensure resolution compliance with government and agency regulations
  
• Ensures timely resolution of issues and appropriate verbal and written responses
  
• Works with clinical leadership to address clinical concerns brought forward by leadership, including requests for dismissal
• Ensures proper documentation and tracking of concerns and issues; identifies trends and prepares Patient Experience reports for leadership review
• Prepares analyses of patient survey data including comment reports
• Analyses patient experience key performance indicators (KPI) using a variety of data sources (including but not limited to; Patient surveys NPS, CAHPS, provider and team engagement scores, access metrics and complaints/compliments, wait times, efficiencies, etc.)
• Ensures reporting of patient experience data is received by appropriate key stakeholders on a timely basis
• As a trained practice and provider coach, shadows providers and team member to best support them in their goals to enhance their patient interactions and overall satisfaction
  
• Measures the impact of patient experience initiatives from pre- to post- implementation; including training and coaching programs
• Appreciates the customer and practice service needs and coordinates with leadership to promote, coordinate, and conduct appropriate customer service training programs; Suggest patient experience education, helpful hints, etc to be shared with staff to support them providing optimal experiences
  
• Routinely visits practice locations within our area, sharing patient experience best practices and recognition of team members
• Selects, develops, manages and evaluates direct reports; recommends programs and education to further bolster their expertise
• Monitors Payroll and Departmental budget and schedules to ensure staffing and other operational expenses are within budget

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:

• Driver's License and access to reliable transportation
• 5+ years of progressively responsible related experience, including patient/customer relations management, hospitality, service excellence, training and development, quality management and problem resolution
• High business acumen and acuity (including but not limited to: demonstrated knowledge of patient experience process and service excellence strategies)
• Excellent oral and written communication skills and proven ability to encourage, motivate and inspire teams
• Solid computer skills and knowledge of Microsoft Suite, and Complaint Management systems
• Willing and demonstrated ability to provide both consultative/advisory support and hands-on execution

Preferred Qualifications:

• Exceptional verbal and written communication, interpersonal, group facilitation skills
• Solid project management skills and managing organizational change
• Proven ability to listen actively to diverse perspectives, structure ambiguous problems, think creatively, generate ideas and cultivate buy-in
• Solid emotional intelligence, a high degree of objectivity and a solid collaborative spirit
• Demonstrated advanced ability to effectively manage demand, manage expectations and deliver multiple, overlapping projects

Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer 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 us, you'll find a far-reaching choice of benefits and incentives. The salary for this role will range from $58,800 to $105,000 annually based on full-time employment. We comply with all minimum wage laws as applicable.

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.

UnitedHealth Group is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.

UnitedHealth Group is a drug - free workplace. Candidates are required to pass a drug test before beginning employment.

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