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The Patient Experience Director will be responsible to assist in the leading, planning, organizing, coordinating, and supporting the training and 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 and network groups through executing aligned initiatives across the Midwest Region that directly influence CAHPS, HOS, NPS, employee & provider service delivery, member growth & retention and aligns with our Company Values of Integrity, Compassion, Relationships, Innovation and Performance.

Primary Responsibilities:

• 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 improving 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

• Maintain professional composure, decorum and consistently projects a positive attitude

• Responsible to manage the Patient Satisfaction Surveys process from data file initiation to operational reporting and dissemination to stake holders

• Maintain a positive survey vendor relationship and serve as a liaison for the Market, vendor and providers

• 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 to 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 the quality teams in its improvement efforts, and promote optimal patient outcomes

• Works collaboratively with Senior Leaders 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, 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 affect the delivery of care

• Maintains consistent communication with regional leaders as well as colleagues across the entire Midwest Region

• Develops and maintains inter-departmental synergies and strong collaborative relationships within UHG, OptumCare, Network Offices and all vendor partners

• Must role model behaviors of professionalism, and live by our Culture Values of Integrity, Compassion, Relationships, Innovation, Inclusion and Performance

• Assist with special projects and/or activities as requested by Regional Senior Medical Director 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

• 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, advanced user in Power Point, Excel

• Access to reliable transportation that will enable you to travel to client sites

• Ability to work extended hours to accommodate training participants

• Office base position with up to 50% travel across the Midwest Region

Preferred Qualifications:

• Certified Facilitator

• Certified Project Manager

• Experience in a healthcare or hospitality setting

• Leadership experience managing teams/projects

• Solid facilitation and organizational development skills

• Ability to plan, organize and be flexible in response to shifting priorities and multiple clients

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.

Diversity creates a healthier atmosphere: OptumCare is an Equal Employment Opportunity/Affirmative Action employers 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.

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