Sr. Stars Customer Experience Consultant – Remote

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together.

 

The Customer Experience Consultant has responsibilities for overall and market level customer experience quality measures for Optum at Home. This position is focused on improving customer experience quality measures that include CAHPS, HOS and Complaints to Medicare / Grievances. To this end, consultant will collaborate with leadership and markets to support quality and process improvement activities, review performance, and assist in developing key strategy and initiatives for responsible regions. 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 Experience Strategies. Responsible for coordinating with appropriate personnel to develop and meet operational goals, ensures compliance with state/federal health plan requirements, Medicare guidelines, and NCQA. 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 Health Customer Experience Team, you will contribute to improvement of Customer Experience stars measures through the management of projects for OAH overall as well as drive strategy specific to individual OAH markets.  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 and 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 work remotely * 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
• Uses data to tailor market-specific strategy and communicates market level needs to coordinate, facilitate and integrate market level strategy with the overall OAH strategy
• 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
• 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

 

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:

• 5+ years of experience with Stars, CAHPS/HOS and quality measures
• 5+ years of experience leading or working in a health plan or Medicare healthcare provider
• Experience utilizing health care data 
• Demonstrated excellent presentation skills with solid communication capabilities and practices, both oral and written
• Experience using Microsoft Office applications including creating and presenting PowerPoint decks to internal and external clients
• Demonstrated excellent attention to detail and advanced critical thinking skills for complex problem solving

 

Preferred Qualifications:

• Project management experience

 

*All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter Policy.

 

California, Colorado, Connecticut, Hawaii, Nevada, New Jersey, New York, Rhode Island, Washington, Washington, D.C. Residents Only: The salary range for this role is $88,000 to $173,200 annually. 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.  

Application Deadline: This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants.

 

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: 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.