Medicare Stars Customer Experience Consultant – Telecommute

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 is improving the lives of millions. Here, innovation is not about another gadget; it is about making health care data available wherever and whenever people need it, safely and reliably. There is no room for error. If you are looking for a better place to use your passion and your desire to drive change, this is the place to be. It’s an opportunity to do your life’s best work.(sm)

The Customer Experience Consultant has responsibilities for overall and market level customer experience activities for Optum at Home across multiple geographies. Collaborates with leadership and markets to support quality and process improvement activities, review performance, and assist in developing key strategy and initiatives to Customer Experience.
In this role, you will assist the Customer Experience Lead with all customer experience initiatives for the Optum At Home population. This role is responsible for assisting in planning, organizing, and directing the administration of all Customer ExperienceStrategies. Responsible for coordinating with appropriate personnel to develop and meet operational goals, ensures compliance with state/federal health plan requirements, Medicare guidelines, NCQA and health plan requirements. Assist in providing long-term planning and oversight to ensure activities are appropriately integrated into strategic direction and operations, as well as the mission and values of the company.

As part of the Optum ECS Stars Customer Experience Team, you will contribute to improvement of Customer Experience stars measures for several different products within Home and Community through the management of projects for OAH overall and for individual markets as these come up. The stars measures are: CAHPS, HOS, and Complaints To Medicare along with other key indicators such as grievances and NPS to name a couple. You will also coordinate, communicate, facilitate, and integrate OAH level strategy at the market level and communicate market level needs up the chain to coordinate, facilitate and integrate market level strategy to the overall OAH CE strategies. You will also lead the coordination and completion of CE projects with cross-functional teams across clinical operations, care navigation, product, stars market leadership and client led teams to achieve CE improvement goals and ultimately ensure CAHPS/HOS achieve 4+ Star goals.

This role works in a consulting role between various teams and markets. You will have responsibility for creating relationships with key cross-functional stakeholders, including clinical, product, reporting, network and operations to ensure ongoing support for CAHPS/HOS and other customer experience stars measures. The consultant will use project management skills, data interpretation and Powerpoint tools to outline processes, and to communicate important trends, insights and report findings to internal and external stakeholders through ongoing as well as ad hoc meetings with relevant teams.

As a leader on the Stars Customer Experience team, the Customer Experience Consultant will be organized, resourceful, adaptable to changing priorities, able to keep stakeholders in the loop with frequent communication and be solutions focused. This role is self-directed: proactively identifies and seeks out resources and information; adapts to changing environment & requirements; accountable for deliverables. Moreover, in assisting the customer experience lead, the consultant will help determine needs and interventions to improve customer experience at the product and market levels.

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

Primary Responsibilities:

• Assists the Customer Experience lead in strategy and execution of customer experience improvement initiatives for Optum At Home population
• Coordinates, facilitates, integrates OAH level strategy at market level and communicates market level needs to coordinate, facilitate and integrate market level strategy to the overall OAH CE strategies
• Manages overall and individual market CAHPS, HOS, grievances, CTMs initiatives. Leads the coordination and completion of CE projects with cross-functional teams across clinical, care navigation, product, and stars market leadership teams to achieve CE improvement goals
• Provides expertise to the market on CE measures and tools that support collection of and communication about CE to the Optum at Home markets
• Work with analytic team receive data/insight in a timely fashion, follow up with requests to assure timelines, QA data and or reports received, address discrepancies and work collaboratively for resolution
• Develop and disseminate information/slides for each OAH market for CAHPS/HOS and other key meetings
• Assist CE lead manage key meetings by assisting with setting agenda, scheduling/rescheduling, taking notes and distribution and tracking action items
• participates in various teams, committees and meetings at any level required to maintain business necessity
• Maintains CE program documents, reports, and meeting minutes and follows all internal privacy and confidentiality policies and procedures
• Anticipates market level needs around CE stars initiatives

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 be interested in.

Required Qualifications:

• Undergraduate degree
• 2+ years experience leading or working in a health plan or large Medicare healthcare provider
• 1+ years of experience in health care data analytics
• Experience with creating and presenting PowerPoint decks to internal and external clients
• Knowledge of CAHPS / HOS customer experience stars measures

Preferred Qualifcations:

• Project Management experience
• Experience with developing strong strategic initiatives to drive clinical performance
• Knowledge of CMS Star Rating
• Ability to collaborate with high level executive and strong executive presence and ability to present to large groups

To protect the health and safety of our workforce, patients and communities we serve, UnitedHealth Group and its affiliate companies require all employees to disclose COVID-19 vaccination status prior to beginning employment. In addition, some roles and locations require full COVID-19 vaccination, including boosters, as an essential job function. UnitedHealth Group adheres to all federal, state and local COVID-19 vaccination regulations as well as all client COVID-19 vaccination requirements and will obtain the necessary information from candidates prior to employment to ensure compliance. Candidates must be able to perform all essential job functions with or without reasonable accommodation. Failure to meet the vaccination requirement result in rescission of an employment offer or termination of employment

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)

Colorado, Connecticut or Nevada Residents Only: The salary range for Colorado residents is $66,100 to $118,300. The salary range for Connecticut / Nevada residents is $72,800 to $129,900. 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.

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

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.