Opportunities with ProHealth Physicians, part of the Optum family of businesses. When you work at ProHealth Physicians, your contributions directly sustain the health and well-being of our community. Discover high levels of teamwork, robust medical resources and a deep commitment to exceptional care and service. Join a leading community-based medical group and discover the meaning behind Caring. Connecting. Growing together.

Reporting to the Director of Patient Experience, the Patient Experience Consultant provides support and expertise on patient advocacy by soliciting, evaluating and analyzing patient feedback, recommending improvements, and performing service recovery. The Patient Experience Consultant will communicate patient needs, complaints, and concerns to staff including leadership teams. The incumbent will collaborate with internal stakeholders to identify opportunities and implement recommendations as applicable. The Patient Experience Consultant will work with all levels of staff to champion and support our organizational goal to be the region’s most recognized healthcare organization for exceptional service on all levels.

Primary Responsibilities:

• Analyze patient experience survey data

• Design, implement and maintain monthly and quarterly reporting metrics

• Consult with stakeholders to identify initiatives for patient experience improvement

• Align patient experience initiatives to organizational goals

• Provide individual support to staff, leaders and clinicians

• Provide education on patient experience best practices and organizational initiatives

• Participate with and supports the Patient Advisory Counsel

• Facilitate recognition activities including using patient comments and compliments received

• Grievance and Complaint Management

• Connects with patients as required, via telephone or in person, to listen and ask questions related to their experience; collaborates with staff to ensure individual patient needs are met

• Supports Service Recovery opportunities responding to the needs and concerns of patients, families and other customers

• 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:

• 2+ years of experience in customer service, analysis, or a related field

• Proficient in the use of Microsoft Office applications: Word, Excel (Intermediate) and Outlook

Preferred Qualification:

• 2+ years of experience working in a clinical practice or health care delivery operations

• Experience with an electronic health record

• Experience with a healthcare survey vendor

• Experience with training and presenting

• Data analysis with survey metrics

Connecticut Residents Only : The salary range for this role is $58,300 to $114,300 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.

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.