Program Manager, Patient Experience

For those who want to invent the future of health care, here's your opportunity. We're going beyond basic care to health programs integrated across the entire continuum of care. Join us to start Caring. Connecting. Growing together.

California Patient Experience Team Overview:

The team drives initiatives to improve patient experience, promoting member retention, positive word of mouth, and business growth. Key priorities include building a patient-centered service culture, process improvements, and creating an organizational culture focused on patient needs and preferences.

This is a hybrid role requiring 1 day/week in El Segundo office, up to 2 days/week in clinics in Inland Empire/LA Metro Area

Primary Responsibilities:

• Actively engage leadership and staff at all levels within the group clinics to enhance the patient, staff and provider experience
• Influence market leadership to develop programs that support high levels of member, staff and provider engagement to drive better patient experience
• Implement training programs and strategies within group clinics, to increase awareness of specific behaviors and techniques which affect patient satisfaction
• Analyze and interpret survey data to identify trends, solve complex problems and develop strategic plans to drive process improvement within provider offices
• Utilize, integrate, and interpret NPS, CAHPS & HOS data to assist organization in its improvement efforts, and promote optimal patient experience
• Create, develop and influence process improvement plans for clinics who are low performing in CAHPS/HOS and NPS survey measures
• Lead special projects and/or activities as requested by national, regional and market leadership

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:

• 5+ years of experience in member/guest/customer service
• 3+ years of experience with performance measurement and tracking, and the ability to monitor data (quantitative and qualitative) and report on results
• Experience with facilitation, presentation, and organizational development skills
• Ability to plan, organize and be flexible in response to shifting priorities and multiple stakeholders
• Driver's license and access to reliable transportation
• Ability to work a hybrid role requiring 1 day/week in El Segundo office, up to 2 days/week in clinics in Inland Empire/LA Metro Area

Preferred Qualifications:

• Solid program management skills
• Experience in stakeholder relationships, patient/customer experience design, or organizational process improvement
• Strategic thinker with experience developing new programs and action plans
• Ability to work effectively with internal teams and liaise with stakeholders
• Demonstrated strong communication and interpersonal skills to influence different stakeholder groups
• Experience measuring program effectiveness using data-driven approaches
• Experience working with diverse stakeholders, including clinicians and operational

The salary range for this role is $71,600 to $140,600 annually based on full-time employment. Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. UnitedHealth Group complies with al minimum wage laws as applicable. In addition to your salary, UnitedHealth Group offers 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 UnitedHealth Group, you'll find a far-reaching choice of benefits and incentives.

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.

OptumCare 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.

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