Patient Experience Associate Director - Remote

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together.

The National Patient Experience Director will be responsible for establishing a national QFO Patient Experience strategy and responsible for collaborating, partnering and communicating with QFO and UHC stakeholders, leaders and executives to address patient's perception and increase UHC's performance on CAHPS and HOS. The role is responsible for implementation of national programs and processes designed to build and improve patient experience across the QFO. This role will be working with national and regional UHC Market leaders and executives on solving one of UHG's most complex problems to lead the change that is needed in CAHPS survey results.

You'll enjoy the flexibility to work remotely * from anywhere within the U.S. as you take on some tough challenges.

Primary Responsibilities:

• Actively engage leadership and staff at all levels within the Quality Field Organization to develop and communicate strategy to increase provider performance on patient experience
• Influence national and regional leadership to develop and implement programs that support high levels of patient and provider engagement to drive better patient experience
• Implement training programs and strategies within the Quality Field Organization, to increase awareness of specific behaviors and techniques which affect patient experience
• Analyze and interpret survey data to identify trends, solve complex problems and develop strategic plans to drive process improvement across the Quality Field Organization when engaging with assigned providers
• Utilize, integrate, and interpret NPS, CAHPS & HOS data to assist organization in its improvement efforts, and promote optimal patient experience
• Developing and managing internal customer relationships that will enhance services available to patients including current physician and hospital staff relationships to ensure an optimal patient experience
• Predict and understand industry regulations that impact CAHPS/HOS survey measures and incorporates them into strategies that influence patient experience
• Develop and maintains solid collaborative relationships within UHC Government Program and Optum partners, including executives, regional and national leaders
• Identify best and worst practices for achieving high performance on CAHPS/HOS survey measures and provide input back to health plan or market
• Create, develop and influence process improvement plans for markets or regions who are low performing in CAHPS/HOS survey measures
• Lead special projects and/or activities as requested by national, and regional leadership
• Commitment of 60% travel for business meetings (including client/health plan partners and provider meetings) and 40% remote work

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:

• Beryl Institute Membership and active member
• 5+ years experience in patient experience
• 3+ years experience in developing training curriculum and programs focused on patient or health plan patient experience
• 3+ years of experience with performance measurement and tracking, and the ability to monitor data (quantitative and qualitative) and report on results
• 3+ years experience analyzing data and and soliciting feedback to improve efficiencies and enhance the quality of the entire patient experience
• Proficiency in MS Office Suite experience, advanced user in Power Point, Excel
• Proven solid facilitation, presentation, and organizational development skills
• Proven ability to plan, organize and be flexible in response to shifting priorities and multiple clients
• Proven to develop and maintains solid collaborative relationships with UHG Government Programs, PX industry leaders and Optum partners
• Proven to collaborate and partners with Optum product teams to build out a patient experience product
• Commitment of 60% travel for business meetings (including client/health plan partners and provider meetings) and 40% remote work

Preferred Qualifications:

• Lean, Six Sigma or other Project Management Certification
• 10+ years of direct experience in leading a team in business, healthcare or hospitality
• 3+ years of experience in CAHPS/HOS/CGCAHPS/MIPS or internal member satisfaction/experience survey's in a provider office or facility setting
• Patient Centered Medical Home Experience within a healthcare setting

*All employees working remotely will be required to adhere to UnitedHealth Group's Telecommuter Policy

Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer 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 us, you'll find a far-reaching choice of benefits and incentives. The salary for this role will range from $110,200 to $188,800 annually based on full-time employment. We comply with all minimum wage laws as applicable.

Application Deadline: This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants.

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.

UnitedHealth Group 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.

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