Manager, Digital Health Experience - Hybrid in NY metro area - #262389

Opportunities with Optum in the Tri-State region (formerly CareMount Medical, ProHEALTH New York and Riverside Medical Group). Come make a difference in the lives of people who turn to us for care at one of our hundreds of locations across New York, New Jersey and Connecticut. Work with state-of-the-art technology and brilliant co-workers who share your passion for helping people feel their best. Join a dynamic health care organization and discover the meaning behind Caring. Connecting. Growing together.

Position in this function is responsible for championing the customer experience across the business to ensure exceptional service is continuously provided to all customers across all channels and platforms to enhance the brand experience for current and prospect customers. Identifies and implements improvements to drive a best-in-class customer experience with the organization's products and services. Align with other teams, business functions or internal stakeholders to ensure customer experience environment is optimized and customer expectations are exceeded.

If you are located in NY Metro area (Westchester County, Hudson Valley, Long Island, Northern New Jersey), you will have the flexibility to work remotely*, as well as work in the office as you take on some tough challenges. This position follows a hybrid schedule with three in-office days per week.

Primary Responsibilities

The primary focus of the role of Digital Health Experience Manager is to manager and improve the organization’s digital presence, access and customer engagement through digital portal of entry including patient portal, kiosks and other digital ports of entry the patient is using to connect with us. They oversee all aspects of the digital health experience, ensuring a smooth, consistent, user-friendly and engaging patient journey. The role involves strategic planning, technical implementation, problem solving, collaboration with key stakeholders and ongoing optimization to enhance the patient experience and business outcomes. Reporting to the Chief Communications and Experience Officer, Optum NY/NJ, the manager of digital health experience will be responsible for:

• Optimize digital health platforms, such as the patient portal and other digital portals of entry, including EMR, patient portals and other digital health mechanisms designed to drive patients to virtual methods of communication and engagement
• Collaborate with designers and developers to ensure a user-friendly digital experience
• Manage and optimize digital content to ensure relevance, accuracy, and engagement
• Evaluate the experience from the end user’s perspective (the patient), identify opportunities and resolve barriers or breakdowns with the experience
• Track key performance indicators (KPIs) and analyze data to identify areas for improvement
• Monitoring key performance indicators (KPIs) and using data to identify areas for improvement and track the effectiveness of patient experience initiatives
• Develop strategies to enhance customer engagement through digital channels
• Work with various departments, including clinical informatics, operations, IT, marketing and data analytics to align on strategy and drive operational performance on digital initiatives
• Stay up-to-date on emerging digital trends and technologies to improve digital performance and efficiency
• Provide ongoing education to patients, clinicians and staff to optimizing their own use of portal and our digital front door
• Utilize data analytics to inform decision-making and optimize digital experiences and inform senior leadership on enhancement opportunities
• Focus on initiatives such as self-scheduling, digital check-in, and mobile engagement to improve the patient journey through the digital front door
• Workflow Optimization: Designing and implementing workflows that improve patient satisfaction, access, and overall performance through digital health tools
• May involve analyzing system build, documenting changes, performing system build, and supporting the IT team with issues and change requests related to patient experience functionalities
• Company thought leader
• Functional SME
• Broad business approach
• Resource to senior leadership
• Develops pioneering approaches to emerging industry trends
  
  

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

• Experience with digital health platforms including EMR/Patient Portal, such as Epic, particularly patient-facing modules like MyChart, Cheers, and Care Everywhere
• Experience designing and optimizing portals
• Experience with project management and the ability to manage timelines and resources is beneficial
• Understanding of patient communication workflows and patient access integration
• Proven excellent communication and presentation skills are crucial for this role
• Proven excellent problem solving and attention to detail
  
  

Preferred Qualification

• Experience in a leadership or management role, ideally within a cross-functional team
• All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter Policy
  
  

Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer 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 us, you’ll find a far-reaching choice of benefits and incentives. The salary for this role will range from $110,200 to $188,800 annually based on full-time employment. We comply with all minimum wage laws as applicable.

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.

UnitedHealth Group is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.

UnitedHealth Group is a drug - free workplace. Candidates are required to pass a drug test before beginning employment.