Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start **Caring. Connecting. Growing together.** At Oregon Medical Group, we are committed to reinventing healthcare by going beyond basic care to develop innovative health programs that span the entire continuum of care. As a Patient Experience Specialist, you will play a key role in enhancing patient care, safety, and experience across a variety of programs, quality improvement initiatives, and patient experience efforts. This position will involve managing complex feedback systems, conducting root cause analyses, and facilitating improvements that drive better clinical outcomes and operational efficiency. This position is full-time. Employees are required to work our normal business hours of 8:00am – 5:00pm, Monday – Friday. It may be necessary, given the business need, to work occasional overtime. Our office is located at 330 S Garden Way Eugene, OR. We offer weeks of on-the-job training. The hours during training will be 8:00am to 5:00pm, Monday – Friday. Training will be conducted onsite. If you are located within Oregon, you will have the flexibility to work remotely* as you take on some tough challenges. **Primary Responsibilities:** **Patient Experience & Feedback Management:** + Serve as the primary outlet for patient and family concerns, complaints, and feedback, ensuring they are addressed in a timely and compassionate manner. + Maintain a database of concerns and feedback, tracking and documenting all interactions. + Process, respond, and advocate for patients and families, facilitating the resolution of oral, written, and internet-based complaints and appeals. + Collaborate with department leaders, risk management, quality, and compliance teams to resolve patient issues and identify opportunities for improvement. + Facilitate the escalation and resolution of critical safety (partnering with patient safety team) and patient experience concerns. **Patient Experience & Program Management:** + Lead the development, implementation, and monitoring of patient experience programs. + Analyze patient experience data to identify trends, gaps, and opportunities for system-wide improvements. + Integrate Lean principles and evidence-based guidelines to improve workflows, reduce variation in clinical practices, and enhance care coordination. + Ensure that clinical teams and staff are engaged and trained in patient experience initiatives, standard work, and best practices. **Data Analysis & Reporting:** + Assist in the collection, synthesis, and reporting of data related to patient experience. + Collaborate with internal teams to identify key performance indicators (KPIs), track performance trends, and evaluate the impact of patient experience initiatives. + Prepare timely and accurate reports for leadership, highlighting progress, challenges, and recommendations for improvement. **Training & Education:** + Organize and coordinate educational programs and training sessions for physicians, clinical staff, and team members on patient experience. + Provide ongoing support and training on quality improvement processes, patient experience initiatives, and Lean principles to foster continuous learning and improvement. **Collaboration & Stakeholder Engagement:** + Foster and maintain effective relationships with both internal and external stakeholders, including senior leadership, regulatory agencies, providers, patients, and community partners. + Ensure that all stakeholders are informed and engaged during the resolution process of complaints, appeals, and quality improvement efforts. + Represent the organization in external communications and provide support for audit activities, regulatory reviews, and market conduct exams. **Risk Management & Compliance:** + Identify, assess, and escalate legal, business, and reputational risks related to patient feedback, complaints, and quality improvement initiatives. + Ensure compliance with relevant healthcare regulations, including those from CMS, HEDIS, MIPS, and MACRA. + Support risk management efforts by identifying potential systemic issues and recommending corrective actions. 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 / GED OR equivalent work experience + Must be 18 years of age OR Older + 3+ years of experience in healthcare settings with direct involvement in quality improvement, patient experience, or clinical care + 1+ years of experience in service recovery or complaint management + Experience with electronic medical record systems (e.g., EPIC, RLDatix, SalesForce) and healthcare data analytics + Experience with Windows based programs including Microsoft Office Suite and data management tools + Excellent verbal and written communication skills with the ability to de-escalate challenging situations and effectively communicate complex information + Analytical, critical thinking, and problem-solving abilities + Have reliable transportation to travel to client site for visits within local market (25% of time) + Ability to work our normal business hours of 8:00am – 5:00pm, Monday – Friday. It may be necessary, given the business need, to work occasional overtime **Preferred Qualifications:** + Knowledge of Lean methodology and other process improvement tools + Experience working with healthcare payers, regulatory agencies, and accreditation bodies + Certified Patient Experience Professional (CPXP) **Telecommuting Requirements:** + Reside within 30 miles of 330 S Garden Way Eugene, OR + Ability to keep all company sensitive documents secure (if applicable) + Required to have a dedicated work area established that is separated from other living areas and provides information privacy + Must live in a location that can receive a UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet service **Soft Skills:** + Ability to manage multiple priorities and thrive in a fast-paced, dynamic environment. *All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter Policy The hourly range for this role is $28.61 to $56.06 per hour 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: 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. \#RPO