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Patient Experience Director - Colorado Springs, CO

Company: UnitedHealth Group
Location: Colorado Springs
Posted on: February 22, 2021

Job Description:

Requisition Number: 913755 Career Area: --Customer Service and Claims Our teams are helping people from around the world. We can bring out your best as you put your listening, analytical and problem solving skills to work in a setting that is geared to helping improve lives and enhance health care for millions. Here, you'll discover a wealth of pathways for professional growth within Customer Service, Billing, Claims, Enrollment & Eligibility and across our global economy. Join us and find out why this is the place to do your life's best work. SM The Patient Experience Director will be responsible to assist in the leading, planning, organizing, coordinating, and supporting the implementation of programs and processes designed to build and improve customer service, patient experience within his/her designated market. This includes but not limited to employed, network as well as MSO operational support through executing aligned initiatives across the Mountain West Region that directly influence CAHPS, HOS, NPS, employee & provider engagement, member growth & retention and enhanced service culture. Primary Responisbilities:

  • Actively engage leadership and staff at all levels to enhance the patient, staff and provider service experience.
  • Collaborate with market leadership to foster an environment that supports high levels of patient, staff and provider engagement in patient experience.
  • Develop training programs, localized strategies, unit/department based activities to increase awareness of specific behaviors and techniques, which affect patient satisfaction.
  • Facilitate effective training in patient service strategies and behaviors to insure a culture of patient satisfaction.
  • Coordinate Patient Satisfaction recognition programs and complaint management programs.
  • Role model's exemplary leadership behaviors that provide examples of teamwork and performance.
  • Maintain professional composure, decorum and consistently projects a positive attitude.
  • Comprehend and analyze survey data and patient feedback and serve as a liaison to assist in patient service recovery and resolution process.
  • Provide leadership and guidance as a patient liaison and clinic staff.
  • Promote the importance of service resolution and recovery with a high sense of urgency.
  • Utilizes, integrates, and interprets NPS, CAHPS & HOS data to assist organization in its improvement efforts, and promote optimal patient outcomes.
  • Works collaboratively with Senior Management to develop strategic patient perception initiatives to support clinical initiatives in meeting core measures, patient safety and service excellence goals.
  • Continuously evaluates work process and design; understands role in ensuring positive patient experience quality/performance improvement, productivity, and service delivery to meet stakeholder needs.
  • Participates in performance improvement discussions as needed, to ensure linkage with the company's mission, vision and corporate values.
  • Develops patient high amenity offerings, continually assessing programs for potential improvements; considers and incorporates the needs of culturally diverse populations.
  • Ensures effective communication with patient and family regarding high amenity offerings and services provided, and aligning with their needs and concerns.
  • Responsible for developing and managing business relationships that will enhance services available to patients and guests including current physician and hospital staff relationships to ensure an optimal patient experience.
  • Maintains awareness of current healthcare and professional issues that impact the delivery of care.
  • Maintains consistent communication with Patient Experience VP as well as team member across the entire Mountain West.
  • Develops and maintains inter-departmental synergies and strong collaborative relationships within UHG, OptumCare, Network Offices and all vendor partners.
  • Assist with special projects and/or activities as requested by Vice President of Patient Experience or other leadership staff. 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:
    • Bachelor's Degree or equivalent work experience
    • 3+ years of experience in leadership, healthcare, customer service or patient experience-related field
    • 3+ years of experience monitoring quantitative and qualitative performance measurement and facilitate feedback to improve efficiencies and enhance the quality of the entire consumer experience
    • Basic knowledge of training curriculum development.
    • Experience in guest/customer service resolution and recovery
    • Proficiency in MS Office Suite experience, advanced user in Power Point, Excel
    • Strong facilitation and organizational development skills
    • Ability to plan, organize and be flexible in response to shifting priorities and multiple clients
    • Access to reliable transportation that will enable you to travel to client sites
    • Office base position with 50% local travel
    • You will be asked to perform this role in an office setting or other company location.
    • Employees are required to screen for symptoms using the ProtectWell mobile app, Interactive Voice Response (i.e., entering your symptoms via phone system) or a similar UnitedHealth Group-approved symptom screener prior to entering the work site each day, in order to keep our work sites safe. Employees must comply with any state and local masking orders. In addition, when in a UnitedHealth Group building, employees are expected to wear a mask in areas where physical distancing cannot be attained. Preferred Qualificaitons:
      • Certified Project Manager
      • Previous experience in a healthcare or hospitality setting 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) Colorado Residents Only: The salary range for Colorado residents is $94,500 to $171,700. Pay is based on several factors including but not limited to education, work experience, certifications, etc. As of the date of this posting, In addition to your salary, UHG offers the following benefits for this position, subject to applicable eligibility requirements: Health, dental, and vision plans; wellness program; flexible spending accounts; paid parking or public transportation costs; 401(k) retirement plan; employee stock purchase plan; life insurance, short-term disability insurance, and long-term disability insurance; business travel accident insurance; Employee Assistance Program; PTO; and employee-paid critical illness and accident insurance. 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. Here at UnitedHealth Group, we've adjusted the way we work as a result of COVID-19. At this moment, 90% of our non-clinical staff is working from home around the globe, prior to COVID-19 42% of our non-clinical staff was already working from home. Th--- Ready to apply? That's great! Or maybe you've applied a few times and clicked on this blog out of frustration. Whatever the reason, we're glad you're here. Let's get down to the nitty gritty and give you the information you're looking for. We've put --- A Pharmacy Technician career at UnitedHealth Group can be challenging, yet very rewarding at the same time. Our Pharmacy Technicians aren't just clerks and cashiers. At UnitedHealth Group, they work in a fast-paced environment directly with patients --- UnitedHealth Group is committed to working with and providing reasonable accommodations to individuals with physical and mental disabilities. If you need special assistance or accommodation for any part of the application process, please call 1-800-561-0861 and press or say 1 for Applicant to be connected to Recruitment Services. Recruitment Services hours of operation are 7 a.m. to 7 p.m. CT, Monday through Friday. UnitedHealth Group is a registered service mark of UnitedHealth Group, Inc. The UnitedHealth Group name with the dimensional logo, as well as the dimensional logo alone, are both service marks for the UnitedHealth Group, Inc. 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.

Keywords: UnitedHealth Group, Colorado Springs , Patient Experience Director - Colorado Springs, CO, Executive , Colorado Springs, Colorado

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