Patient Experience Manager - Denver CO at UnitedHealth Group
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Patient Experience Manager - Denver CO
Denver Colorado
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Patient Experience Manager - Denver CO
Requisition number 2358959
Job category Medical & Clinical Operations
Primary location Denver CO
Date posted 04232026
Overtime status Exempt
Travel Yes 50 of the Time
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For those who want to invent the future of health care heres your opportunity. Were going beyond basic care to health programs integrated across the entire continuum of care. Join us to start Caring. Connecting. Growing together.
The Patient Experience Manager will support the team and function as a primary resource to ensure end-to-end service resolution and timely follow up. Patient Experience Department supports creating a complete and positive service experience from member enrollment through all touch points within system and any escalated service recovery if necessary.
The PX Manager will provide support for the Colorado Market in alignment with the objectives of the Mountain West Region and local care delivery system. The Patient Experience department has a concentrated focus in the following areas patient service resolution complaint management patient feedback Patient Satisfaction survey data distribution and creation and facilitation of service standards training. PX Manager will also support patient experience improvement efforts that align with companys consumer experience initiatives. Manager will ensure the department operates efficiently and supports an atmosphere focused on delivering high quality customer service maintain patient satisfaction and aligns with our Company Values of Integrity Compassion Relationships Innovation and Performance.
Primary Responsibilities
Developing and managing cooperative and respectful business relationships that will enhance services available to patients including current physician and clinic staff relationships to ensure an optimal patient experience
Manager is expected to role model the OptumCare service standards C-I-CARE with all colleagues patients and staff members as a positive representation of the Patient Experience Department
Engaging with and collaboration with all OptumCare market employed and IPA offices to ensure the best possible patient experience
Expected to function objectively in sensitive and stressful situations while maintaining a collaborative and positive attitude
Participate in department and service metric meetings. providing regular updates of initiatives and projects to the local and regional teammates
Focus on best practices consultation and improvement patient outreach and complaint management and resolution including job duties assigned to assist internal colleagues
Serves as a liaison between customers patients and or their families and the local CDOs i.e. sales support clinical departments and administration and provides insight and information for improvement and complaint management processes
Provide compassionate patient centric escalated service recovery and complaint resolution for all OptumCare - Mountain West patients in collaboration with the respective Directors and market leaders in NV UT AZ NM and CO
Assist all the patient issues that are identified by patient outreach surveys and or transfers to senior population within the local regional and national markets. Assist patients that have been contacted once per calendar year priorconcurrent to the CG-CAHPS surveying period
Facilitates patient and or family meetings and helps managers and providers navigate the complaint management process seeking service resolution and patient satisfaction
Manager will ensure a thorough investigation and documentation of the patients concerns works with clinical and support staff to coordinate a response to the patient
Lead the efforts to ensure accurate tracking and documentation of all patient issues report 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
Familiar with all reporting service metric reporting tools and platforms
Manager must consistently work autonomously being able to work with limited supervision anticipate patient needs improvise and focus on resolve the issue while meeting our service level agreements and exceeding patient expectations
Oversee and contribute to the creation of and editing of Service standards Training curriculum training material and supporting documentation
Assist with special projects andor activities as requested by the Director of Patient Experience VP of Patient Experience or other leadership staff
Youll 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
UnitedHealth Group is a health care and well-being company that’s dedicated to improving the health outcomes of millions worldwide. We are comprised of two distinct and complementary businesses, UnitedHealthcare and Optum, working to build a better health system for all. Here, your contributions matter as they will help transform health care for years to come. Make an impact with a diverse team that shares your passion for helping others.
What we do
Gain insights on how we work to help people live healthier lives and help make the health system work better for everyone by watching this video.
https://www.youtube.com/watch?v=5PbNyi2IDkY
Caring. Connecting. Growing together.
Being a part of UnitedHealth Group means working to improve health outcomes for everyone, including yourself. Here is how:
• Caring. Your total health and well-being are important to us. Whatever matters most to you — we have resources to help you be your best at work and at home. The benefits range from free Peloton courses to financial counseling. Learn more about what we offer.
• Connecting. We recognize our collective power to make an impact across our communities because we believe the health of any society is measured by the overall health of its people. Learn more about our culture.
• Growing together. UnitedHealth Group is full of inspiring career stories, and we offer a lifetime of opportunities. Discover all the ways you can learn, grow and develop.