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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's improving the lives of millions. Here, innovation isn't about another gadget, it's about making health care data available wherever and whenever people need it, safely and reliably. There's no room for error. Join us and start doing your life's best work.(sm)

 

The Office of Patient Experience is seeking a compassionate and resourceful Patient Experience Specialist. In this role, you will be responsible for advocating for our patients and families and support our patients with timely resolution to requests and concerns. As one of the main people interacting with our patients, your ability to actively listen and connect with our patients, ensuring they feel heard and their issues are addressed and resolved will makes a tremendous impact on how our patients perceive us and the service we provide.

 

Primary Responsibilities:

  • Receive patient feedback via e-mail, social media and phone, survey, letters, etc
  • Liaison with all levels of staff to collaboratively provide prompt resolution
  • Coordinate with our patient experience and other clinical and non-clinical teams
  • Maintain accurate and timely documentation of each patient interaction in resolution database
  • Create monthly/quarterly reporting; tracking and trending common complaint/inquiry themes
  • Utilize and model service recovery and patient experience tool and techniques
  • Participate in coordinating customer service training programing and recognition 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:

  • Bachelor’s degree in Healthcare, Hospitality, Business, Communications, Marketing, or related field
  • 2+ years of related work experience in customer service, preferably in the healthcare or hospitality industry
  • Solid computer skills proficiency with Microsoft office
  • Solid understanding of service recovery principles and customer service practices
  • Ability to analyze patient feedback data and provide key trends for leadership review
  • Full COVID-19 vaccination is an essential requirement of this role. UnitedHealth Group will adhere to all federal, state and local regulations as well as all client requirements and will obtain necessary proof of vaccination prior to employment to ensure compliance

 

Preferred Qualifications:

  • Communicate professionally and empathetically with emotional intelligence
  • Solid verbal and written communication skills
  • Exercise good judgment, maintain objectivity, de-escalate emotionally charged concerns
  • Be a critical thinker, appreciate other points of view, be adaptable and flexible
  • Maintain professional integrity and patient confidentiality
  • Solid organizational skills
  • Be able to present patient issues clearly and objectively

 

UnitedHealth Group requires all new hires and employees to report their COVID-19 vaccination status.

 

Careers at OptumCare. We're on a mission to change the face of health care. As the largest health and wellness business in the US, we help 58 million people navigate the health care system, finance their health care needs and achieve their health and well-being goals. Fortunately, we have a team of the best and brightest minds on the planet to make it happen. Together we're creating the most innovative ideas and comprehensive strategies to help heal the health care system and create a brighter future for us all. Join us and learn why there is no better place to do your life's best work.(sm)

 

OptumCare is committed to creating an environment where physicians focus on what they do best: care for their patients. To do so, OptumCare provides administrative and business support services to both owned and affiliated medical practices which are part of OptumCare. Each medical practice part and their physician employees have complete authority with regards to all medical decision-making and patient care. OptumCare’s support services do not interfere with or control the practice of medicine by the medical practices or any of their physicians.

 

 

Diversity creates a healthier atmosphere: OptumCare is an Equal Employment Opportunity/Affirmative Action employers 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.

 

OptumCare is a drug-free workplace. Candidates are required to pass a drug test before beginning employment

 

 

Job Keywords: Patient Experience Specialist, Riverside Medical Group, Manager, Patient Experienc, Secaucus, NJ, New Jersey

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Patient Experience Specialist, Riverside Medical Group, Secaucus, NJ