Patient Experience Representative – Farmington, CT

ProHealth Physicians (CT), part of the Optum family of businesses, is seeking a Patient Experience Representative to join our team in Farmington, CT. Optum is a clinician-led care organization that is changing the way clinicians work and live. 

As a member of the Optum Care Delivery team, you’ll be an integral part of our vision to make healthcare better for everyone. 

At Optum, you’ll have the clinical resources, data and support of a global organization behind you so you can help your patients live healthier lives. Here, you’ll work alongside talented peers in a collaborative environment that is guided by diversity and inclusion while driving towards the Quadruple Aim. We believe you deserve an exceptional career, and will empower you to live your best life at work and at home. Experience the fulfillment of advancing the health of your community with the excitement of contributing new practice ideas and initiatives that could help improve care for millions of patients across the country. Because together, we have the power to make health care better for everyone. Join us and discover how rewarding medicine can be while Caring. Connecting. Growing together.

Under the general supervision of the Director of Patient Experience, the Patient Experience Representative will report, assess and identify trends in patient feedback. The Patient Experience Representative will communicate patient needs, complaints, and concerns to further enhance the patient experience. The Patient Experience Representative will work with all levels of staff to champion and support our organizational goal to provide exceptional service on all levels.

This position is full time. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 8:00am – 5:30pm. It may be necessary, given the business need, to work occasional overtime. Employees are required to work some days onsite and some days from home.

We offer 3 weeks of paid training. 1 week of onboarding and 2 to 3 weeks of job shadowing The hours of training will be based on your schedule or will be discussed on your first day of employment.

If you are within commutable distance to the office at 3 Farm Glen Blvd, Farmington, CT, you will have the flexibility to work from home and the office in this hybrid role* as you take on some tough challenges.

                        

Primary Responsibilities:

• Grievance and Complaint Management:
  • Receive grievances, complaints, and concerns from patients, families and others
  • Coordinate investigations and analyze concerns with appropriate parties and departments
  • Involve Risk Management when a possible liability is introduced; issues are summarized and compiled for reports to management for future improvement
• Identify opportunities to enhance patient experience through on-site visits
• Support Patient Advisory Counsel, including recruitment, information sharing, meeting facilitation, assisting with agenda setting, minute taking and follow-up
• Meet with patients as required via telephone or in person, to listen and ask questions related to their experience; collaborate with staff to ensure individual patient needs are met
• Support Service Recovery opportunities responding to the needs and concerns of patients, families and other customers
• Facilitate recognition activities including using patient comments and compliments received
• Patient Satisfaction Surveying Process:
  • Prepare reports for further patient experience analysis
  • Provide support on various projects and activities to facilitate the integration and effective use of Patient Experience tools on an ongoing basis
• Provide backup administrative support for security programs
• Perform other duties as assigned

                                

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:

• High school diploma/GED
• Must be 18 years OR older
• 2+ years of experience in customer service, call center, OR administrative field
• Proficiency with Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications
• Ability to travel up to 10% of the time
• Ability to work full time. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 8:00am – 5:30pm. It may be necessary, given the business need, to work occasional overtime.

                     

Preferred Qualifications:

• Experience in healthcare
• Experience with Epic, OR another electronic health record
• Experience in patient OR customer survey process
• Medical terminology knowledge

                        

Telecommuting Requirements:

• Reside within commutable distance to the office at 3 Farm Glen Blvd, Farmington, CT
• Ability to keep all company sensitive documents secure (if applicable)
• Required to have a dedicated work area established that is separated from other living areas and provides information privacy.
• Must live in a location that can receive a UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet service.

                                                                             

Soft Skills:

• Ability to multi-task including the ability to understand multiple products and multiple levels of benefits within each product

                       

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

                         

The hourly range for this role is $23.70 to $46.35 per hour 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.

                     

                        

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