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Patient Experience Program Manager - Telecommute in Southern CA

Company: UnitedHealth Group
Location: Long Beach
Posted on: November 18, 2021

Job Description:

Combine two of the fastest-growing fields on the planet with a culture of performance, collaboration and opportunity and this is what you get. Leading edge technology in an industry that's improving the lives of millions. Here, innovation isn't about another gadget, it's about making health care data available wherever and whenever people need it, safely and reliably. There's no room for error. Join us and start doing your life's best work.(sm) -The Patient Experience Program Manager is responsible to facilitate planning, developing, and implementation of a California region wide CAHPS/HOS Quality Improvement program, in order to optimize results in health plan CMS Star Ratings. This person will be able to manage multiple priorities, coordinate complex project plans, facilitate cross-CDO (Care Delivery Organization) team discussion, keep meticulous minutes, and coordinate follow ups within established timelines, in order to drive execution of strategies across California CDOs. - The ideal candidate is energized by new challenges, thrives in a fast-paced, dynamic environment, collaborates well in a team-oriented atmosphere and has a passion for applying technology to achieve systematic solutions. - If you are located in Southern California, you will have the flexibility to telecommute* as you take on some tough challenges.Primary Responsibilities:

  • Under direction of the California Quality Regional leadership and in coordination with Optum National Clinical Performance, develop and implement a California regional-wide CAHPS/HOS Patient Experience program. - The goals of the program may include:
    • Implementing standardized CAHPS/HOS reporting across CDOs
    • Creating a standardized provider and office educational training program
    • Optimizing / centralizing shared resources across CDOs
    • Evolving CDO Physician Bonus programs to include robust CAHPS / HOS measurement, reporting and incentives
    • Facilitate development of programs and projects, which may include:
      • Standardized Specialty Access Reporting
      • Centralized member outreach for Referral Authorization approval notification and assistance with scheduling specialty and ancillary services
      • Integration of CAHPS / HOS reporting within existing physician communication tools (e.g. Cozeva)
      • Create CAHPS/HOS member and provider engagement communication plans (e.g. text message campaigns, member/provider newsletter articles, provider office posters, etc.)
      • Drive enhancements to top 10 EHR vendors to integrate CAHPS / HOS strategic customizations
      • Implementation and management of CAHPS/HOS member packet and other tools/ resources
      • Coordinate cross-CDO/ team collaboration and communication on CAHPS/HOS initiatives with overlapping processes and accountability
      • Conduct research and pilot new CAHPS/HOS initiatives to assess feasibility and success prior to full scale deployment; manage implemented initiatives to ensure successful programs -
      • Consistently supports compliance by maintaining the privacy and confidentiality of information, protecting the assets of the organization, acting with ethics and integrity, reporting noncompliance, and adhering to applicable federal, state and local laws and regulations, accreditation and licenser requirements (if applicable), and current corporate and client policies and procedures
      • Partner with leaders and business lanes across CDOs on other CAHPS/HOS and Quality duties and initiatives as assignedYou'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:
        • High school diploma or GED
        • Working towards or have achieved certification in project management or have accredited Six Sigma Training
        • 3+ years of project management experience specifically with direct oversight and accountability for teams
        • 2+ years of CAHPS/ HOS, HEDIS Quality and/or MIPS experience
        • Working knowledge of managed healthcare and care delivery business operations
        • Intermediate MS Office skills
        • Excel experience with ability to create, manipulate and formulate spreadsheets using v-lookup, pivot tables, charts and graphing
        • PowerPoint presentation skills
        • Telecommute if based in Southern California
        • Up to 25% travel to provider offices throughout Southern California
        • Full COVID-19 vaccination is an essential requirement of this role. UnitedHealth Group will adhere to all federal, state and local regulations as well as all client requirements and will obtain necessary proof of vaccination prior to employment to ensure compliancePreferred Qualifications:
          • Bachelor's degree from 4-year accredited school
          • Working towards or have achieved certification in project management or have accredited
          • Experience with Technology-based Solutions (EHRs, IVR, Texting Applications, etc.)
          • Excellent communication skillsUnitedHealth Group requires all new hires and employees to report their COVID-19 vaccination status.Careers at OptumCare. We're on a mission to change the face of health care. As the largest health and wellness business in the US, we help 58 million people navigate the health care system, finance their health care needs and achieve their health and well-being goals. Fortunately, we have a team of the best and brightest minds on the planet to make it happen. Together we're creating the most innovative ideas and comprehensive strategies to help heal the health care system and create a brighter future for us all. Join us and learn why there is no better place to do your life's best work.(sm) OptumCare is committed to creating an environment where physicians focus on what they do best: care for their patients. To do so, OptumCare provides administrative and business support services to both owned and affiliated medical practices which are part of OptumCare. Each medical practice part and their physician employees have complete authority with regards to all medical decision-making and patient care. OptumCare's support services do not interfere with or control the practice of medicine by the medical practices or any of their physicians.*All Telecommuters will be required to adhere to UnitedHealth Group's Telecommuter Policy.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 employmentJob Keywords: Patient Experience Program Manager, Telecommute, Telecommuter, Telecommuting, Work at Home, Work from Home, Remote, San Diego, Long Beach, Corona, Ontario, Los Angeles, CA, California

Keywords: UnitedHealth Group, Long Beach , Patient Experience Program Manager - Telecommute in Southern CA, Executive , Long Beach, California

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