Regional Member Experience Business Analyst - Telecommute- West Region

Careers at UnitedHealth Group

We're creating opportunities in every corner of the health care marketplace to improve lives while we're building careers. At UnitedHealth Group, we support you with the latest tools, advanced training and the combined strength of high caliber co-workers who share your passion, your energy and your commitment to quality. Join us and start doing your life's best work. SM


Compassion. It's the starting point for health care providers like you and it's what drives us every day as we put our exceptional skills together with a real feeling of caring for others. This is a place where your impact goes beyond providing care one patient at a time. Because here, every day, you're also providing leadership and contributing in ways that can affect millions for years to come. Ready for a new path? Learn more, and start doing your life's best work. SM

Our teams are helping people from around the world. We can bring out your best as you put your listening, analytical and problem solving skills to work in a setting that is geared to helping improve lives and enhance health care for millions. Here, you'll discover a wealth of pathways for professional growth within Customer Service, Billing, Claims, Enrollment & Eligibility and across our global economy. Join us and find out why this is the place to do your life's best work. SM

UnitedHealthcare is a company that's on the rise. We're expanding in multiple directions, across borders and, most of all, in the way we think. Here, innovation isn't about another gadget, it's about transforming the health care industry. Ready to make a difference? Make yourself at home with us and start doing your life's best work.(sm)

Tough challenges? We know a thing or two about those. When you're on a mission to help people live healthier lives, the stakes couldn't be higher. As a Business Analyst Consultant, you will help rewrite the future of the health care system. You'll analyze data and deliver bold, business-savvy ideas to impact the lives of millions. Along with ground-breaking challenge, you'll have the support and resources of a Fortune 5 company. Join us.

The Regional CAHPS & HOS Business Analyst will be responsible for supporting regional and market CAHPS and HOS improvement efforts to increase UHC's performance on CAHPS and HOS member surveys. The role will partner directly with market and regional leaders to plan and execute performance improvement strategies and support market and regional implementation of programs and processes designed to build and improve member experience for West Region Medicare Advantage members. This role will be working with UHC Regional and Market leaders and Health Plan executives on solving one of UHG's most complex problems. This work will require collaboration with UHC business unit leaders, provider-facing field teams, and enterprise operational teams to lead the change that is needed in CAHPS and HOS survey results.

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

Primary Responsibilities:
  • Partner with market and regional leaders to develop and execute strategic performance improvement plans to improve health plan CAHPS and HOS survey results and achieve market and contract performance goals
  • Support market and regional leadership in the development of programs that support increased member engagement and improved member experience, including the development of member-facing digital and print materials
  • Analyze and interpret survey data to identify trends, solve complex problems, and develop strategic plans to drive CAHPS and HOS improvement within the health plan
  • Act as a CAHPS and HOS subject matter expert and resource for market and regional leaders and teams
  • Utilizes, integrates, and interprets CAHPS, HOS, and NPS data to assist regional and market teams in improvement efforts, and promote optimal member experience
  • Identify and disseminate best and worst practices for achieving high performance on CAHPS and HOS survey measures and provide input back to health plan or market
  • Create, develop, and influence process improvement plans for markets and contracts that are low performing in CAHPS and HOS survey measures
  • Work collaboratively with functional area leaders (Customer Service, Marketing, Sales, Network, etc.) to develop and deploy initiatives to improve CAHPS performance and overall member experience
  • Predicts and understands industry regulations that impact CAHPS and HOS survey measures and incorporates them into strategies that influence member satisfaction
  • Develops and maintains strong collaborative relationships within UHC Government Programs, including executives, regional and national leaders
  • Lead special projects and/or activities as requested by national, regiona,l and market leadership

Are you up for navigating a complex matrix of business units and teams? We share a near obsessive desire to outperform and outdo our own achievements across our entire global business landscape. It's going to take all you've got to create valuable solutions to improve the health care system.

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:
  • Bachelor's Degree in business administration, healthcare, or hospitality OR 10+ years of direct experience in leading a team in business, healthcare, or hospitality
  • 3+ years of experience in leading projects or teams focused on member/guest/customer experience
  • 3+ years of experience monitoring data (quantitative and qualitative) performance measurement and facilitate feedback to improve efficiencies and enhance the quality of the entire member/guest/customer experience
  • Proficiency in MS Office Suite experience, advanced user in Power Point, Excel
  • Experience with facilitation and organizational development skills
  • Experience planning, organizing and flexibility in response to shifting priorities and multiple clients
  • Telecommuter based position with < 25% travel

Preferred Qualifications:
  • Lean and/or Six Sigma Certified
  • Certification in project management
  • 3+ years of experience in CAHPS/HOS/CGCAHPS/MIPS or internal health care related member satisfaction/experience survey in a provider office,facility setting, or health plan
  • 3+ years of experience in data analytics, marketing, graphic design, and/or leading teams focused on customer loyalty and retention

Careers at UnitedHealthcare Medicare & Retirement. The Boomer generation is the fastest growing market segment in health care. And we are the largest business in the nation dedicated to serving their unique health and well-being needs. Up for the challenge of a lifetime? Join a team of the best and the brightest to find bold new ways to proactively improve the health and quality of life of these 9 million customers. You'll find a wealth of dynamic opportunities to grow and develop as we work together to heal and strengthen our health care system. Ready? It's time to do your life's best work.(sm)

*All Telecommuters will be required to adhere to UnitedHealth Group's Telecommuter Policy.

Colorado Residents Only: The salary range for Colorado residents is $79,700 to $142,600. Pay is based on several factors including but not limited to education, work experience, certifications, etc. 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

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: Regional Member Experience Business Analyst, Telecommute, Remote, Work from Home