Manager, California Patient Experience

For those who want to invent the future of health care, here's your opportunity. We're going beyond basic care to health programs integrated across the entire continuum of care. Join us to start Caring. Connecting. Growing together.

The California Patient Experience team is responsible for driving high impact, market-wide initiatives to improve our patient experience, thereby promoting member retention, positive word of mouth and overall business growth. The key priorities of the team include building a patient-centered service culture ("Optum Cares"), process improvement initiatives to improve the end-to-end patient journey, an organizational culture that centers patient needs and preferences in all processes, and the infrastructure to define, measure and drive continued progress across all core metrics.

The Manager, Patient Experience, will have accountability for 1) NPS and Patient Experience scores in 2 California super regions, 2) California CAHPS and HOS strategy, and 3) managing on-going patient experience programs.

This is a hybrid role: 1 day/week in El Segundo, CA office and up to 2 days/week in clinics in LA Metro Area.

Primary Responsibilities:

• Experience lead for two California super regions: Primary Experience partner for two of the super regions, which will entail working with super region leadership on
• Experience data trends and actionable insights for region, being part of regional Experience committee, and working with region on targeted action plan for sites. It will also entail being an on-site presence at all clinics within the regions on an on-going basis - this includes regular visits to clinics in the Inland Empire and either Orange County or LA South
• Employed & IPA CAHPS/HOS: Serve as the program manager for California CAHPS & HOS planning, specifically tracking results, identifying low performers, designing targeted interventions. In the Employed space, they will drive those interventions and in the IPA space partner with the Population Health team practice consultants
• Patient experience programs: Manage and facilitate portfolio of existing programs, tools and resources for frontline stakeholders, including How Optum Cares service standards program

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:

• 4+ years of experience in top tier health care, corporate strategy or related field managing large scale end-to-end projects or portfolio of programs
• Proven solid program management skills to manage portfolio of on-going initiatives and juggle multiple competing priorities in a deadline-driven environment
• Proven successful candidate will be experienced in one or more of the following areas: CAHPS & HOS, patient or customer experience design, or organizational process improvement
• Proven strategic thinker, with experience developing or standing up new programs, creating targeted action plans, and monitoring implementation
• Proven ability to work effectively with internal teams across a large matrixed organization, and solid interpersonal skills to liaise with various stakeholders
• Willingness and ability to travel locally up to 25%

Preferred Qualifications:

• Experience measuring effectiveness of programs using data-driven approach
• Proven experience working with diverse stakeholders, including clinicians and operational staff

The salary range for this role is $89,800 to $176,700 annually based on full-time employment. Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. UnitedHealth Group complies with all minimum wage laws as applicable. 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.

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.