Patient Experience Specialist - Las Vegas, NV

Careers at UnitedHealth Group

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Patient experience Department supports creating a complete and positive service experience from enrollment, through all touch points within system as well as any escalated service recovery. Patient Experience Specialists will function as a support department for the Mountain West and local care delivery system in the following areas; patient service resolution, complaint management, patient feedback, and Burke survey data distribution. Patient Experience Specialists will support patient experience improvement efforts that align with company's consumer experience initiatives. All members of the Patient Experience team will maintain professional, helpful behavior and language according to company policies and procedures.

Primary Responsibilities:
  • Responsible for collaboration with all OptumCare Mountain West departments and IPA offices to ensure the best possible patient experience
  • Focuses on proactive: best practices, consultation and improvement, and other assigned initiatives/projects and reactive job duties: complaint management and resolution
  • Manages all patient issues and concerns via dedicated service resolution line (702) 242-HELP line with a compassionate and helpful demeanor delivering White Glove service to all stakeholders
  • Assist will all messages received via the Patient Experience inbox, providing assistance for employees and departments, including but not limited to; UHC Sales Team, member services, scheduling, clinic management
  • Serves as a liaison between customers, patients and / or their families and SMA / OptumCare Mountain West region (i.e., sales, support, clinical departments, and administration) and provides insight and information as it relates to both improvement and complaint management processes
  • Provide compassionate patient centric escalated service recovery and complaint resolution for all OptumCare - Mountain West patients
  • Creates reports and shares metrics, which may include complaint, patient satisfaction, CAHPS/HOS and other quantitative and qualitative data
  • Facilitates patient and / or family meetings and helps managers and providers navigate the complaint management process seeking service resolution and patient satisfaction
  • Investigates and documents the patient's concerns in a timely manner, and works with clinical and support staff to coordinate a prompt response to the patient and stakeholders
  • Assist all the patient issues identified by patient outreach, surveys, and or transfers to senior population within the Nevada, Arizona and Utah market
  • Assist patients that may be contacted once per calendar year prior/concurrent to the CAHPS/HOS surveying period
  • Accurately track and document all patient issues in Salesforce, report and identify reoccurring service issues and assist with root cause analysis and data in creating strategic planning
  • Multi-departmental collaboration with Risk Management, Consumer Affairs, Office of Compliance and Legal Department to resolve issues that may involve Risk to the organization
  • Compiles, analyzes and interprets findings/trends for further review by institutional leadership in order to forecast process and service improvement initiatives
  • Patient Experience Specialist must function objectively in sensitive and stressful situation, while maintaining a helpful, collaborative and positive attitude
  • Patient Experience Specialists must be self-motivated and accountable for meeting expected deadlines and service level agreements, for all reporting tools and our 242-HELP line
  • Specialists must work autonomously, "think on one's feet", anticipate patient needs, improvise, and synthesize extensive information to focus and resolve the issue meeting our service level agreements
  • Patient Experience Specialists are responsible for developing and managing cooperative and respectful business relationships that will enhance services available to patients and guests including current physician, clinic and hospital staff relationships to ensure an optimal patient experience
  • Specialists are responsible to contribute to the creation of and editing of C-I-CARE training material and supporting documentation
  • Specialists are expected to role model the OptumCare C-I-CARE service standards with all colleagues, patients and staff of other departments as a positive representation of the patient Experience Department
  • Assist with special projects and/or activities as requested by SVP and VP of Patient Experience 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:
  • High school diploma
  • 3+ years of experience in healthcare, customer service or patient experience-related field
  • Demonstrated ability to plan, organize and be flexible in response to shifting priorities and multiple patients or tasks
  • Demonstrated oral and written communication skills as well as writing and editing skills
  • Demonstrated positive attitude and professional demeanor in a high stress environment
  • Proven attention to detail, follow through and communications skills with all levels within the organization
  • MS Office Suite experience
  • You will be provisioned with appropriate Personal Protective Equipment (PPE) and are required to perform this role with patients and members on site, as this is an essential function of this role
  • Employees are required to screen for symptoms using the ProtectWell mobile app, Interactive Voice Response (i.e., entering your symptoms via phone system) or a similar UnitedHealth Group-approved symptom screener prior to entering the work site each day, in order to keep our work sites safe. Employees must comply with any state and local masking orders. In addition, when in a UnitedHealth Group building, employees are expected to wear a mask in areas where physical distancing cannot be attained


Preferred Qualifications:
  • Some post high school education
  • Advanced user in Excel
  • Critical thinking, service excellence and good interpersonal communication skills
  • Maintain a positive attitude and professional demeanor in a high stress environment
  • Ability to read/comprehend written instructions
  • Ability to follow verbal instructions


Careers with Optum . Here's the idea. We built an entire organization around one giant objective; make health care work better for everyone. So when it comes to how we use the world's large accumulation of health-related information, or guide health and lifestyle choices or manage pharmacy benefits for millions, our first goal is to leap beyond the status quo and uncover new ways to serve. Optum, part of the UnitedHealth Group family of businesses, brings together some of the greatest minds and most advanced ideas on where health care has to go in order to reach its fullest potential. For you, that means working on high performance teams against sophisticated challenges that matter. Optum, incredible ideas in one incredible company and a singular opportunity to do your life's best work.(sm)

Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity/Affirmative Action employer 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.

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

Job Keywords: Patient Experience Specialist, Las Vegas, NV, Nevada

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