Director of 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.

The Director of Patient Experience plays a crucial role in shaping the journey and overall satisfaction of patients within our Optum California health care organization. This position involves strategizing and implementing policies and improvements that enhance the quality of care from a patient's perspective, ensuring their needs and preferences are at the forefront of healthcare delivery. By fostering a culture of empathy, responsiveness, and continuous improvement, the Director of Patient Experience works closely with medical staff, administration, and patients to identify areas for enhancement and develop initiatives that promote a positive healthcare experience.

Primary Responsibilities:

• Develop and Execute Strategies: Create and execute comprehensive patient experience strategies aligned with organizational goals to ensure a consistent and high-quality patient-centered care environment. Emphasis will be placed on the execution of these strategies to ensure tangible improvements in patient experience
• Lead Teams: Mentor and lead a team focused on patient experience initiatives, including patient advocates and customer service staff, to enhance their skills and ensure they deliver exceptional service to patients and their families
• Analyze Feedback: Evaluate patient feedback data, healthcare metrics, and feedback from patients and families to identify areas for improvement and develop targeted action plans to address identified issues
• Collaborate Across Departments: Work with clinical, administrative, and support services to integrate patient experience best practices into daily operations, ensuring that patient care processes are smooth, efficient, and focused on the patient's needs
• Manage Complaints: Oversee the management of patient complaints and grievances, ensuring they are resolved in a timely and compassionate manner, and utilize these insights to drive continuous improvement in patient care and satisfaction
• Innovative Programs: Design and implement innovative patient experience programs and initiatives, such as patient and family advisory councils or service excellence training, to foster a culture of empathy, respect, and patient-centered care
• Compliance: Monitor and ensure compliance with regulatory standards and accreditation requirements related to patient rights and experience, conducting regular audits and implementing corrective actions as necessary to maintain high standards of patient care and satisfaction

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 patient experience, healthcare administration, hospitality, or a related field - take from other industries
• Experience in managing customer complaints and grievances
• Proven track record of developing and executing patient experience strategies and programs
• Proven solid leadership, people management, project management, communication and interpersonal skills
• Proven ability to analyze data and develop actionable insights
• Office based position in Los Angeles, Orange County or Inland Empire
• Ability to travel locally to our clinics in the OC, LA and IE
• Driver's License and access to a reliable transportation

Preferred Qualifications:

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

The salary range for this role is $106,800 to $194,200 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 all 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.