Pharmacy Patient Process Manager - Eden Prairie, MN

The BriovaRx Specialty Pharmacy relies on a Net Promoter System (NPS) to understand and manage how the patients we serve are impacted by the integrated health care and health services we deliver.  Our people, providers, products, places, processes and prices influence the experience our consumers have every day.
The Patient Experience Manager will oversee the planning and execution of BriovaRx’s patient experience initiatives.  The overall responsibility of this role is to provide strategic thought leadership on how to continuously improve the overall patient experience.  This role will be responsible for the BriovaRx Net Promoter System (NPS) and Voice of the Customer (VOC) initiatives and will be responsible to drive overall improvement of this valuable patient experience measure.  

This role will work with cross functional teams on how to optimize the patient interaction through web and mobile interactions, IVR telephony, proactive automatic communications, and other available technology tools.   This role will also evaluate service provided by BriovaRx’s Patient Care Team and make recommendations to improve service.   This role will work closely with BriovaRx’s operations team and leadership at United Health Care, United Health Group, and Optum to ensure plan membership programs implemented drive desired outcomes while also driving an exceptional patient experience.
 
Primary Responsibilities:


Manages BriovaRx’s Net Promoter Score (NPS) program to drive on-going operational improvement

Act as a catalyst for organizational process change and improvement

Responsible to manage programs that drive improvement in patient care service

Partners with marketing team to administer quarterly NPS survey

Partners with existing teams administering Voice of Customer VOC measures

Builds strong relationships with plan leaders at United Health Care and Optum to ensure successful implementation of patient prescription programs

Develops programs for improvement regarding NPS survey (both patient care operations NPS and quarterly department NPS survey)

Partners with the leadership teams to offer business requirements for Briova’s telephony initiatives that promote an exceptional patient experience

Drive Specialty patient experience roadmaps, business analysis, user acceptance testing and overall assistance with operational readiness on technology related initiatives

Develop cost efficient ways to improve the patient experience and patient contacts

Develop ways to reduce the number of inbound patient calls while providing an exceptionally high level of patient experience

Partner with technology teams to create solutions that improve patient experience

Partners with operations leadership to improve the efficiency of the patient experience

Works with finance and capitalization teams create ROI documentation to secure funding necessary to drive improvements

Create and maintain credible relationships at varying levels of the organization

Own the responsibility to develop technical solutions and processes that drive overall cost/call and cost/contact lower

Works closely with Operations and Strategic initiatives to build capabilities into the technologies

Required Qualifications: 


Bachelor’s Degree in related field

7+ years of experience leading teams across all levels of the organization

5+ years of successfully managing small and large business initiatives and projects

5+ years working in or support customer (or patient) service operations

3+ years of improving operational business processes or process improvement experience teams

Understands how to measure and report voice of the customer and/or net promoter scores

Has experience in administration of customer surveys, reporting, and analysis

Has ability to create a vision and articulate to others in the organization

Has a strong understanding of key customer service tools (IVR, Navigator, Auto Dialers and other proactive communication tools)

Has a strong financial acumen and understands impacts to operating expenses

Strong Power Point skills necessary to create clear, articulate presentations to communicate vision, updates, status, and other communications to peers and senior leadership teams

Has familiarity with health care industry

 
UnitedHealth Group is working to create the health care system of tomorrow. Already Fortune 6, we are totally focused on innovation and change. We work a little harder. We aim a little higher. We expect more from ourselves and each other. And at the end of the day, we're doing a lot of good.Through our family of businesses and a lot of inspired individuals, we're building a high-performance health care system that works better for more people in more ways than ever. Now we're looking to reinforce our team with people who are decisive, brilliant - and built for speed.Come to UnitedHealth Group, and share your ideas and your passion for doing more. We have roles that will fit your skills and knowledge. We have diverse opportunities that will fit your dreams.
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.

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