If you want to get way ahead in your career, it makes sense to be with an organization that's way ahead of the curve. Formed in 1997, ProHealth Physicians has grown to become Connecticut’s leading primary care physician organization. With over 90 locations throughout the state of Connecticut, our family of primary care doctors and specialists care for more than 360,000 people statewide. In fact, ProHealth serves every county and provides roughly ten percent of the primary care delivered to patients in the state. We're leaders in thinking and in serving our communities. For instance, we're a C.M.S. approved Accountable Care Organization (ACO), covering over 30,000 Medicare patients associated with our community-based primary care providers. We're also nationally recognized as a NCQA Level III Medical Home. That kind of progressive leadership makes us perfect fit for OptumCare and UnitedHealth Group's expanding family of providers. This is a place where you can stay way ahead as you do your life's best work.(sm)

ProHealth Physicians is a physician-led medical group with 85 practice locations throughout Connecticut serving more than 10% of the state's residents. We empower physicians and advanced clinicians to better serve patients through enhanced care processes in support of improved patient outcomes. Formed in 1997, ProHealth Physicians has grown to include more than 350 primary care and specialty clinicians and offers select specialty and diagnostic/therapeutic services.

Under the general supervision of and in close collaboration with the Director of Patient Experience, the Patient Experience Specialist provides support and expertise on patient advocacy, including soliciting, evaluating and analyzing patient feedback, recommending improvements based on patient feedback, and performing service recovery. The Patient Experience Specialist will gain understanding of and communicating patient needs, complaints, and concerns to staff, leaders, and medical staff, and collaborating with all parties to implement recommendations as applicable. The Patient Experience Specialist 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:

• Grievance and Complaint Management:
• Receives grievances /complaints /concerns from patients/families and others
• Coordinates investigations and analyzes the grievances/complaints/concerns with appropriate parties and departments for resolution
• Involves Risk Management when a possible liability is introduced; issues are summarized and compiled for reports to management and for future improvement
• Patient Satisfaction Surveying Process:
• Runs reports, analyzes results, educates staff on results and improvement strategies
• Provides support on various projects and activities to facilitate the integration and effective use of Patient Experience tools on an ongoing basis
• Provides educational support to staff, leaders and physicians on Patient Experience tools and activities
• Conducts individual one-on-one coaching and training, and
• Group presentations and larger trainings
• Participates with and supports the Patient Advisory Counsel, including recruitment, information sharing, meeting facilitation, assisting with agenda setting, minute taking and follow up
• Meets 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
• Facilitates recognition activities including using patient comments and compliments received
  
  

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 or GED Equivalent
• 1+ years of experience working with Microsoft Office programs including Word, Excel, Powerpoint, and Outlook
• Ability to obtain, analyze, and present data
• Full COVID-19 vaccination is an essential job function of this role. Candidates located in states that mandate COVID-19 booster doses must also comply with those state requirements. UnitedHealth Group will adhere to all federal, state and local regulations as well as all client requirements and will obtain necessary proof of vaccination, and boosters when applicable, prior to employment to ensure compliance. Candidates must be able to perform all essential job functions with or without reasonable accommodation

Preferred Qualifications:

• Bachelor’s degree
• 2+ years of experience in healthcare
• 1+ years experience working in healthcare, hospitality, and/or customer service
• Clinical background or solid understanding of physician practice operations and health care delivery
• Experience in patient satisfaction survey process, using tools and data
• Background in healthcare-related field, organization development, or other service industry
• Experience with Allscripts, Epic, or another electronic health record
• Experience with Press Ganey and/or RLDatix software
• Experience with training
• Thorough understanding of internet based tools in order to provide educational support to new and current users
• Medical terminology knowledge
• Ability to consistently maintain and re-prioritize workload
• Demonstrates a high level of compassion, sensitivity, and professionalism while working with diverse patient populations
• Excellent public speaking for training, presentations, and facilitation
• Solid emotional intelligence and excellent verbal and written communication skills
• Solid interpersonal relationship skills, including conflict mediation, negotiation, problem solving, time and project management
• Solid organizational skills and attention to detail
  

To protect the health and safety of our workforce, patients and communities we serve, UnitedHealth Group and its affiliate companies require all employees to disclose COVID-19 vaccination status prior to beginning employment. In addition, some roles and locations require full COVID-19 vaccination, including boosters, as an essential job function. UnitedHealth Group adheres to all federal, state and local COVID-19 vaccination regulations as well as all client COVID-19 vaccination requirements and will obtain the necessary information from candidates prior to employment to ensure compliance. Candidates must be able to perform all essential job functions with or without reasonable accommodation. Failure to meet the vaccination requirement may result in rescission of an employment offer or termination of employment.

Careers with Optum. Here's the idea. We built an entire organization around one giant objective; make health care work better for everyone. So when it comes to how we use the world's large accumulation of health-related information, or guide health and lifestyle choices or manage pharmacy benefits for millions, our first goal is to leap beyond the status quo and uncover new ways to serve. Optum, part of the UnitedHealth Group family of businesses, brings together some of the greatest minds and most advanced ideas on where health care has to go in order to reach its fullest potential. For you, that means working on high performance teams against sophisticated challenges that matter. Optum, incredible ideas in one incredible company and a singular opportunity to do your life's best work.(sm)

Connecticut Residents Only: The salary range for Connecticut residents is $60,000 to $106,700. Pay is based on several factors including but not limited to education, work experience, certifications, etc. 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.

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.