Patient Experience Manager - Denver, CO

UnitedHealth Group•Denver, CO

1d•Hybrid

About The Position

The Patient Experience Manager will support the team and function as a primary resource to ensure end-to-end service resolution and timely follow up. Patient Experience Department supports creating a complete and positive service experience from member enrollment, through all touch points within system and any escalated service recovery, if necessary. The PX Manager will provide support for the Colorado Market in alignment with the objectives of the Mountain West Region and local care delivery system. The Patient Experience department has a concentrated focus in the following areas; patient service resolution, complaint management, patient feedback, Patient Satisfaction survey data distribution and creation and facilitation of service standards training. PX Manager will also support patient experience improvement efforts that align with company’s consumer experience initiatives. Manager will ensure the department operates efficiently and supports 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.

Requirements

2+ years of experience in healthcare, customer service or patient experience-related field
1+ years of experience in public speaking or training Facilitation
Ability to travel 50% in Colorado

Nice To Haves

Experience in a customer service or patient service setting
Experience in process management and service resolution
Leadership experience
MS Office Suite Experience advanced user in Power Point
Virtual Meeting Training platform experience
Proven excellent attention to detail, follow through and communications skills with all levels within the organization.
Proven ability to comprehend the importance of service recovery

Responsibilities

Develop facilitation, public speaking and presenting skills to employees at various levels and positions within the company.
Learn training materials and learning outcomes as a market facilitator of service metric training.
Facilitate effective collaboration in patient service strategies and behaviors to insure a culture of patient satisfaction.
Travel as needed within the local market and region.
Coordinate Patient Satisfaction recognition programs and complaint management programs.
Develop and manage cooperative and respectful business relationships that will enhance services available to patients including current physician, and clinic staff relationships to ensure an optimal patient experience.
Role model the OptumCare service standards (C-I-CARE) with all colleagues, patients and staff members as a positive representation of the Patient Experience Department.
Engage with and collaborate with all OptumCare market employed and IPA offices to ensure the best possible patient experience.
Function objectively in sensitive and stressful situations, while maintaining a collaborative and positive attitude.
Participate in department and service metric meetings, providing regular updates of initiatives and projects to the local and regional teammates.
Focus on best practices, consultation and improvement, patient outreach and complaint management and resolution including job duties assigned to assist internal colleagues.
Serve as a liaison between customers, patients and / or their families and the local CDO’s (i.e., sales, support, clinical departments, and administration) and provides insight and information for improvement and complaint management processes.
Provide compassionate patient centric escalated service recovery and complaint resolution for all OptumCare – Mountain West patients in collaboration with the respective Directors and market leaders in NV, UT, AZ NM and CO.
Assist all the patient issues that are identified by patient outreach, surveys, and or transfers to senior population within the local, regional, and national markets. Assist patients that have been contacted once per calendar year prior/concurrent to the CG-CAHPS surveying period.
Facilitate patient and or family meetings and helps managers and providers navigate the complaint management process seeking service resolution and patient satisfaction.
Ensure a thorough investigation and documentation of the patient's concerns, works with clinical, and support staff to coordinate a response to the patient.
Lead the efforts to ensure accurate tracking and documentation of all patient issues, report, identify reoccurring service issues, and assist with root cause analysis and data in creating strategic planning.
Collaborate with Risk Management, Consumer Affairs, Office of Compliance and Legal Department to resolve issues that may involve Risk to the organization.
Be familiar with all reporting service metric reporting tools and platforms.
Consistently work autonomously, being able to work with limited supervision, anticipate patient needs, improvise, and focus on resolve the issue, while meeting our service level agreements and exceeding patient expectations.
Oversee and contribute to the creation of and editing of Service standards, Training curriculum, training material and supporting documentation.
Assist with special projects and/or activities as requested by the Director of Patient Experience, VP of Patient Experience or other leadership staff.