Sr. Clinical Quality Analyst

UnitedHealth Group•Seattle, WA

1d•$35 - $63

About The Position

Under general supervision, assists with developing and managing patient experience projects and programs. Provides program management support and facilitates small-scale improvement projects, including data analysis, synthesis, reporting, evaluation, and coordination or facilitation of program-based education and training. Program content may focus on patient experience and approaches to improving work processes and standard work. The role evaluates, analyzes, and manages patient experience data and plans and organizes education programs for physicians and clinical staff. The analyst serves as a subject matter expert in patient experience, project management, and foundational Lean improvement, supporting teams as they improve workflows and build reliable methods. The role helps identify measures, monitors and trends data, and coordinates with analytics and other departments to support improvement work. It also coordinates reputation management review programs and works with clinicians, leaders, and the patient experience committee. The position requires professional, respectful collaboration; adherence to HIPAA and other compliance requirements; regular, predictable attendance; and participation in required training. The work is generally performed under typical office conditions, with a usually quiet noise level and frequent interaction with others. Work may be demanding, and irregular hours may be required. Physical activities include sitting, walking, standing, communicating in person and by telephone, operating standard office equipment, reaching, and lifting up to 25 pounds. The role may involve detailed work on multiple concurrent tasks, deadlines, interruptions, and interactions with people who may be dissatisfied or abusive. The hourly pay range is $35.00 to $63.00 based on full-time employment. Compensation depends on factors including local labor markets, education, work experience, and certifications. Benefits include a comprehensive benefits package, incentive and recognition programs, an equity stock purchase plan, and a 401(k) contribution, subject to eligibility requirements. Candidates must pass a drug test before beginning employment.

Requirements

At least 3 years of healthcare experience, preferably related to managed programs such as patient experience or quality.
At least 2 years of experience in a clinical setting.
Experience with process improvement.
Proficient understanding of patient experience disciplines in healthcare.
Knowledge of Microsoft Word, Excel, and PowerPoint, as well as Outlook, email, and the internet.
Excellent written and oral communication skills.
Effective project management skills, organizational skills, and time-management skills.
Proficiency in analytics and project management techniques; ability to facilitate meetings and small process-improvement efforts and apply Lean concepts such as built-in quality, waste, flow, pull, 5S, standard work, and auditing.
Ability to prepare and facilitate presentations and discussions.
Ability to independently identify barriers and solve problems, and to collaborate with teams to address system issues.
Ability to understand, apply, and coach small teams on basic Lean methodology, tools, and principles to build reliable methods and standard work.
Ability to meet the physical and mental demands of the role, including sitting, walking, standing, communicating, operating standard office equipment, reaching, and lifting up to 25 pounds; handling multiple detailed tasks and deadlines; and interacting with a broad range of people.
Must pass a drug test before beginning employment.

Nice To Haves

Certified Patient Experience Professional (CPXP).
Experience in Lean methodology.
Project management experience.
Familiarity with navigating and working in an electronic medical record.

Responsibilities

Serve as a subject matter expert for the patient experience program, project management, and foundational Lean improvement practices.
Facilitate and support improvement teams, including developing work plans and timelines and providing project support and documentation.
Evaluate workflows as needed to identify process-improvement opportunities using Lean principles, methods, and tools to improve clinical care quality, efficiency, service, and patient safety.
Recommend policy and procedure changes to improve patient care and clinical outcomes; review or develop policies, procedures, guidelines, and standard work with operations and the Patient Experience Department as needed.
Support teams in selecting appropriate project measures; monitor and trend data and use it to drive experience and process improvement.
Collaborate with Advanced Analytics and other support departments to obtain relevant reports and information for project tasks.
Plan, coordinate, and organize education programs or training for physicians and clinical staff; provide training on program content as needed.
Facilitate and support clinic clinical initiatives using Lean principles, methods, and tools.
Coordinate the organization’s participation in first- and third-party review programs and reputation management, working with clinicians, leaders, and the patient experience committee.
Promote a positive and productive work environment and perform duties professionally and respectfully.
Apply Lean principles, practices, and tools to improve operational efficiency, reduce costs, and increase customer satisfaction.
Follow written and oral instructions and complete routine tasks independently.
Complete required annual compliance training and agreements; protect patient information in accordance with HIPAA and organizational policies.
Attend job-related and required regulatory or safety training and maintain regular, predictable attendance.
Perform other duties as assigned.