Service Account Manager

Optum in the tri-state region (formerly CareMount Medical, ProHEALTH New York and Riverside Medical Group) offers an interconnected network that enables us to work collaboratively to better coordinate care among our doctors and care teams. Together, we offer you and your family access to more than 2,100 providers, representing 70 specialties, working in 360 medical practices and more than 55 urgent care locations across New York, New Jersey and Southern Connecticut. 

We’re a dynamic and growing health care organization, offering a wide range of employment opportunities. We are seeking professional and dedicated individuals to be part of our team, where integrity, respect, accountability, and collaboration are among our core principles. Work with the largest care delivery organization in the world and start doing your life's best work.(sm)

This vital leadership role champions the voice of the patient in fostering a culture of continuous, improvement in all aspects of the patient experience.  This role leads a team of Patient Experience specialists and coordinators ensuring timely and empathetic responses to patient feedback and requests. The analysis of key trends and researching and recommending best practices to further enhance patient communication, efficiency, and customer satisfaction across our practice sites is also a key responsibility, along with facilitating various Patient Experience Training Programs to providers, staff and leaders across our region.  This role also manages the Patient Experience Ambassador Program - a network of highly skilled team members within our sites that this role supports in living our Optum Tenets of Patient Experience and creating a work environment that is welcoming, inclusive, respectful and trusting.

Primary Responsibilities:

• Serves as a subject matter expert for patient experience inquires and as an educator for patient rights and service excellence
• Builds and maintains productive intra-departmental work relationships to optimize operations, processes and efficiencies, supports managers in using patient experience data (NPS, CAHPS, etc., to recognize and drive change in their practices
• Mentors and develops the Patient Experience Team in patient advocacy, problem identification, escalation and prompt resolution
• Works collaboratively to investigate and resolve concerns with key stakeholders, clinical, operational, revenue cycle, legal, regulatory leadership
• Works to ensure resolution compliance with government and agency regulations
• Ensures timely resolution of issues and appropriate verbal and written responses
• Ensures proper documentation and tracking of concerns and issues; identifies trends and prepares Patient Experience reports for leadership review
• Prepares analyses of patient survey data including comment reports
• Analyses patient experience key performance indicators (KPI) using a variety of data sources (including but not limited to; CGCAHPS, NPS, engagement scores, access, complaints/compliments, disenrollment rates, wait times, efficiencies, etc.).  Ensures reporting of patient experience data is received by appropriate key stakeholders
• Strategically utilizes performance data to identify strengths, improvement opportunities, and recommends actionable interventions to achieve top decile patient experience performance
• Measures the impact of patient experience initiatives from pre- to post- implementation; including training programs, patient ambassador implementation, etc. 
• Ensures alignment of organization-wide processes, policies, programs, structures, interactions and systems with our strategic objectives, mission, values behavior competencies and patient promise; Manages the patient issues weekly meetings with the CMO, CNO, Legal Department to ensure patient issues are appropriately reviewed and resolved
• Appreciates the customer and practice service needs and coordinates with leadership to promote, coordinate, and conduct  appropriate customer service training programs; Suggest patient experience education, helpful hints, etc to be shared with staff to support them providing optimal experiences
• Ensures proper onboarding of new staff to our patient centered care philosophy, coordinates and conducts training workshops in accordance with Patient Experience curriculum standards
• Researches and identifies patient experience best practices and ensures patient letters/comments of recognition are shared
• Conducts regular huddles and team meetings and ensures all team members feel connected and in the know
• Routinely visits practice locations within our area, sharing patient experience best practices and recognition of team members; Support Patient Ambassadors with monthly team meetings, education and recognition. Collaborates with Practice managers to recruit, engage and sustain patient ambassadors
• Selects, develops, manages and evaluates direct reports; recommends programs and education to further bolster their expertise 
• Monitors Payroll and Departmental budget and schedules to ensure staffing and other operational expenses are within budget

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:

• Bachelor's Degree in psychology, communications, public health, business or related field, Masters Degree in related field preferred
• 5 years of progressively responsible related experience, including patient/customer relations management, hospitality, service excellence, training and development, quality management and problem resolution
• High business acumen and acuity (including but not limited to: demonstrated knowledge of patient experience process and service excellence strategies)
• Solid computer skills and knowledge of Microsoft Suite, and Complaint Management systems
• Willing and able to provide both consultative/advisory support and hands-on execution

Preferred Qualifications:

• Master's Degree in related field
• High emotional intelligence, a high degree of objectivity and a solid collaborative spirit
• Ability to listen actively to diverse perspectives, structure ambiguous problems, think creatively, generate ideas and cultivate buy-in
• Exceptional verbal and written communication, interpersonal, group facilitation skills
• Solid project management skills and managing organizational change
• Advanced ability to effectively manage demand, manage expectations and deliver multiple, overlapping projects
• Excellent oral and written communication skills and ability to encourage, motivate and inspire teams

Careers with Optum. Our objective is to make health care simpler and more effective for everyone. With our hands at work across all aspects of health, you can play a role in creating a healthier world, one insight, one connection and one person at a time. We bring together some of the greatest minds and ideas to take health care to its fullest potential, promoting health equity and accessibility. Work with diverse, engaged and high-performing teams to help solve important challenges.

CareMount Medical, ProHEALTH Care Associates, and Riverside Medical Group (the “Practices”) are all physician owned and led practices having complete authority for all medical decision-making and patient care through their physicians and other licensed professionals. Optum, through its management organizations (“Optum”) provides non-clinical administrative services to support the Practices and their physicians. Neither Optum nor its management companies employs, engages, or supervises physicians or other licensed professionals, or determines or sets the methods, standards, or conduct of the practice of medicine or health care provided by the Practices or by any of their licensed professionals. “Part of Optum” reflects that the Practices are part of Optum’s effort to support forward-thinking physician practices in helping their patients live healthier lives.

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.