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Home » Health Internships – Market Patient Experience Manager In Dallas

Health Internships – Market Patient Experience Manager In Dallas

    Website Unitedhealth Group

    Job Description:

    Our teams are helping people from around the world. We can bring out your best as you put your listening, analytical and problem solving skills to work in a setting that is geared to helping improve lives and enhance health care for millions. Here, you’ll discover a wealth of pathways for professional growth within Customer Service, Billing, Claims, Enrollment & Eligibility and across our global economy. Join us and find out why this is the place to do your life’s best work.SM

    Job Responsibilities:

    • Developing and managing cooperative and respectful business relationships that will enhance services available to patients including current physician, and teammate relationships to ensure an optimal patient experience
    • Role model the OptumCare service standards (AIDET/5 Tenets) with all clinician, patients and teammates as a positive representation of the Patient Experience Department
    • Egaging with and collaboration with all OptumCare market employed and contracted offices to ensure the best possible patient experience
    • Function objectively in sensitive and stressful situations, while maintaining a collaborative and positive attitude
    • The Patient Experience Manager will participate in department and service metric meetings. Providing regular updates of initiatives and projects to the local and regional teammates
    • The Manager will focus on best practices, consultation and improvement, patient outreach and complaint management and resolution including job duties assigned to assist internal colleagues
    • Manages all patient issues and concerns received via phone and the Patient Experience inbox, providing assistance for, employees and departments, including but not limited to; UHC Sales Team, member services, scheduling, clinic management
    • Serves as a liaison between customers, patients and / or their families and the local CDO’s (i.e., sales, support, clinical departments, and administration) and provides insight and information for improvement and complaint management processes
    • Provide compassionate patient centric escalated service recovery and complaint resolution for all Texas patients in collaboration with the respective Directors and market leaders in NTX, GTX, HOU & WTX
    • Assist all the patient issues that are identified by patient outreach, surveys, and or transfers to senior population within the local and Regional markets. Assist patients that have been contacted once per calendar year prior/concurrent to the CAHPS surveying period
    • Facilitates patient and or family meetings and helps managers and providers navigate the complaint management process seeking service resolution and patient satisfaction

    Job Requirements/Qualifications:

    • Collegiate education
    • Experience in a customer service or patient service setting
    • Experience in process management and service resolution
    • Leadership experience
    • Virtual Meeting Training platform experience
    • MS Office Suite Experience advanced user in Power Point
    • Excellent attention to detail, follow through and communications skills with all levels within the organization
    • Ability to Comprehend the importance of service recovery

    To apply for this job please visit

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