Patient Experience Consultant - Seattle Area

For those who want to invent the future of health care, here's your opportunity. We're going beyond basic care to health programs integrated across the entire continuum of care. Join us to start Caring. Connecting. Growing together.

Under general supervision, assists with development and management for patient experience projects and programs. Provides program management support and small-scale improvement project facilitation, data analysis, synthesis, reporting and evaluation, and coordination/ facilitation of program-based education or training.

Program content focus may include patient experience and approaches to improving work processes and standard work. Evaluate, analyze, and manage data related to patient experience. Plans and organizes education programs for physicians and clinical staff.

The duties listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment.

Primary Responsibilities:

The duties listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment.

• 50% Program and Project Management Support and Small-Scale Improvement Project Facilitation:
  • Serves as a subject matter expert for our patient experience program, project management and foundational lean improvement application to improve workflow and build reliable methods. Facilitates and supports improvement teams, including development of work plans, timelines, project support and documentation. As needed evaluates workflow to identify process improvement opportunities applying lean principles, methods, and tools to enhance team performance on quality of clinical care, efficiency, service, and patient safety. Recommends policy and procedure changes to improve patient care and clinical outcomes. May review/develop policies/procedures/guidelines/standard work in collaboration with operations and as needed by the Patient Experience Department
• 25% Data Analysis, Synthesis, Reporting and Evaluation:
  • Assists to supports teams to identify appropriate project measurement and monitors, trends, and utilizes data to drive experience and process improvement. Collaborates Advanced Analytics Department, or other support departments as needed, to provide relevant reports or information to complete project tasks
• 15% Coordination / Facilitation of Program Based Education or Training:
  • Plans, coordinates, and organizes education programs or training for physicians and clinical staff as needed. May provide training on program content. Facilitate and support the Clinic's clinical initiatives utilizing lean principles, methods, and tools
• 10% Coordination / Facilitation of 1st and 3rd Party Review Programs:
  • Works with clinicians, leaders, and the patient experience committee in helping coordinate our elements of our reputation management program
• All staff members are to promote a positive and productive work environment by acting maturely and responsibly, satisfactorily performing his or her job responsibilities and conducting themselves in a professional, courteous, and respectful manner toward fellow employees, physicians, and patients
• Must relate to other people beyond giving and receiving instructions: (a) get along with co-workers or peers without exhibiting behavioral extreme; (b) perform work activities requiring negotiating, instructing, supervising, persuading, or speaking with others; and (c) respond openly and appropriately to feedback regarding performance from a supervisor
• Performs all duties in a manner which promotes and supports the Core Values Optum Care Washington
• Integrates Lean principles, practices, and tools to improve operational efficiency, reduce costs and increase customer satisfaction
• Frequently must follow written and oral instructions as well as complete routine tasks independently
• Completes annual compliance training on HIPAA/Privacy/Confidentiality/Non-Discrimination/Harassment/Integrity Statement and signs Agreements
• Ensures confidentiality of patient information following HIPAA guidelines and TEC policies
• Attends training to meet requirements of the job position and as needed or mandated by Optum Care Washington policies, Div. of Occupational Safety & Health (DOSH), OSHA, L&I and other state/federal regulations
• Has regular and predictable attendance
• Non-Essential Duties & Responsibilities:
  • 5% 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:

• 3+ years of health care experience, preferably related to programs managed (i.e., patient experience or quality)
• 2+ years of experience in a clinical setting
• Experience with process improvements

Preferred Qualifications:

• Bachelor's degree
• College level course work in statistical analysis
• Certified Patient Experience Professional (CPXP)
• Experience in Lean methodology
• Project management experience

Knowledge, Skills & Abilities: Note that these requirements are representative, but not all-inclusive, of the knowledge, skill, and ability required to perform this job

• Knowledge: Proficient understanding of patient experience disciplines in healthcare. Knowledge and experience with Microsoft Office programs (Word, Excel, PowerPoint), Outlook, email, and internet. Familiarity in navigating and working in the electronic medical record preferred
• Skills: Excellent written and oral communication skills. Effective project management skills. Solid organizational and time management skills. The QI Consultant is skilled in facilitation of meetings, small process improvement efforts and can apply lean concepts such as built-in-quality, waste, flow, pull, 5S, standard work and auditing, and needs to be proficient at analytics and project management techniques
• Abilities: Able to prepare and facilitate presentations/ discussions. Ability to problem solve issues independently to identify barriers and support team to accomplish goals as well as work with teams collaboratively to solve system issues. Able to understand, apply and coach small teams on basic lean methodology, tools, and principles to help build reliable methods and standard work

Physical And Mental Demands:

• The physical and mental demands described here are representative of those that must be met by employees to successfully perform the essential functions of this job

Physical Demands:

• While performing the duties of this job, employees are regularly required to sit, walk and stand; talk or hear, both in person and by telephone; use hands repetitively to finger, handle, feel or operate standard office equipment; reach with hands and arms; and lift up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision and the ability to adjust focus

Mental Demands:

• While performing the duties of this job, employees are regularly required to use written and oral communication skills; read and interpret data, information and documents; analyze and solve non-routine and complex office administrative problems; may use math and mathematical reasoning; observe and interpret situations; learn and apply new information or skills; perform highly detailed work on multiple, concurrent tasks; work under intensive deadlines with frequent interruptions; and interact with managers, staff, customers, patients, the public and others encountered in the course of work, some of whom may be dissatisfied or abusive individuals

Typical Working Conditions: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

• Typical office conditions and noise level is usually quiet. Interaction with others is busy, constant, and occasionally interruptive. Work may be demanding at times. May require ability to work irregular hours
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

Contact Relationships: Broad range of clinic physicians, staff, and managers. Health plan, accreditation, and regulatory officials

Job descriptions represent a general outline of job duties, functions, and qualifications. They are not intended to be comprehensive in nature. In addition, jobs evolve over time and therefore their description may not reflect the precise nature of the position at a given point in time.

The salary range for this role is $71,600 to $140,600 annually 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.

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.