Program Manager - Remote in West Region

Company: UnitedHealth Group
Location: Las Vegas
Posted on: November 25, 2022

Job Description:

UnitedHealthcare is a company that's on the rise. We're expanding in multiple directions, across borders and, most of all, in the way we think. Here, innovation isn't about another gadget, it's about transforming the health care industry. Ready to make a difference? Make yourself at home with us and start doing your life's best work.(sm) Tough challenges? We know a thing or two about those. When you're on a mission to help people live healthier lives, the stakes couldn't be higher. As a Member Experience Program Manager, you will help rewrite the future of the health care system. You'll manage various programs and project plans, and deliver bold, business-savvy ideas to impact the lives of millions. Along with ground-breaking challenge, you'll have the support and resources of a Fortune 5 company. Join us. The Regional West Region Member Experience Program Manager will be responsible for supporting regional and market CAHPS and HOS improvement efforts to increase UHC's performance on CAHPS and HOS member surveys. The role will partner directly with market, regional and national leaders to support program objectives through the coordination and execution of projects designed to build and improve member experience for West Region Medicare Advantage members. This role will be working with UHC Regional and Market leaders and Health Plan executives on solving one of UHG's most complex problems. This work will require collaboration with UHC business unit leaders, provider-facing field teams, and enterprise operational teams to lead the change that is needed in CAHPS and HOS survey results. If you are located in West Region (West Coast), you will have the flexibility to work remotely as you take on some tough challenges Primary Responsibilities:

• Support market and regional leadership in the development of programs and oversight of projects that support increased member engagement and improved member experience, including the development of member-facing digital and print materials
• Analyze and interpret survey data to identify trends, solve complex problems, and develop strategic plans to drive CAHPS and HOS improvement within the health plan
• Act as a CAHPS and HOS subject matter expert and resource for market and regional leaders and teams
• Utilizes, integrates, and interprets CAHPS, HOS, and NPS data to assist region in improvement efforts, and promote optimal member experience
• Identify and disseminate best and worst practices for achieving high performance on CAHPS and HOS survey measures and provide input back to health plan or market
• Work collaboratively with functional area leaders (Customer Service, Marketing, Sales, Network, etc.) to develop and deploy initiatives to improve CAHPS performance and overall member experience
• Predicts and understands industry regulations that impact CAHPS and HOS survey measures and incorporates them into strategies that influence member satisfaction
• Develop and maintains strong collaborative relationships within UHC Government Programs, including executives, regional and national leaders
• Manage / coordinate communications with applicable stakeholders
• Lead special projects and/or activities and provide administrative support as requested by national, regional and market leadership A successful candidate will possess:
  • Excellent communication and interpersonal skills with a proven ability to present information clearly, both verbal and written
  • Ability to influence and negotiate with key stakeholders, as well as interacting with stakeholders across all levels and with diverse backgrounds
  • Proven experience and capacity to coordinate and support complex projects involving our internal partners
  • Ability to work autonomously and effectively as part of a team toward a collaborative approach in achieving goals and objectives
  • Possess excellent organizational and time management skills with demonstrated ability to manage and respond to changing priorities and deadlines
  • Ability to effectively problem-solve issues in a timely manner, providing sound advice and solutions in resolving issues with a customer-centric approach Are you up for navigating a complex matrix of business units and teams? We share a near obsessive desire to outperform and outdo our own achievements across our entire global business landscape. It's going to take all you've got to create valuable solutions to improve the health care system. 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 business administration, healthcare, or hospitality OR 10+ years of direct experience in leading a team in business, healthcare, or hospitality
    • 5+ years of experience in leading large projects or teams focused on member/guest/customer experience
    • 3+ years of experience in program administration (preferably related to healthcare)
    • Experience with facilitation and organizational development skills
    • Experience planning, organizing and flexibility in response to shifting priorities and multiple clients
    • Proficiency in MS Office Suite experience, advanced user in Power Point, Excel
    • Telecommuter based position within U.S. Mountain or Pacific time zone with
    • 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:
      • Lean and/or Six Sigma Certified
      • Certification in project management
      • 3+ years of experience in CAHPS/HOS/CGCAHPS/MIPS or internal health care related member satisfaction/experience survey in a provider office, facility setting, or health plan
      • 3+ years of experience in data analytics, marketing, graphic design, and/or leading teams focused on customer loyalty and retention 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 at UnitedHealthcare M&R Underwriting & HCE. The Boomer generation is the fastest growing market segment in health care. And we are the largest business in the nation dedicated to serving their unique health and well-being needs. Up for the challenge of a lifetime? Join a team of the best and the brightest to find bold new ways to proactively improve the health and quality of life of these 9 million customers. You'll find a wealth of dynamic opportunities to grow and develop as we work together to heal and strengthen our health care system. Ready? It's time to do your life's best work.(sm) Nevada Residents Only: The salary range for Nevada residents is $90,500 to $161,600. 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. All employees working remotely will be required to adhere to UnitedHealth Group's Telecommuter Policy 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.

Keywords: UnitedHealth Group, Las Vegas , Program Manager - Remote in West Region, Executive , Las Vegas, Nevada