Director Of Patient Experience - Remote - Remote Eligible

Director Of Patient Experience

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 inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together.

It's an exciting time for the Optum Advisory - Provider Technology Consulting practice - the market is growing and opportunity abounds. We have some of the broadest and deepest healthcare technology expertise in the country and a portfolio of products and services that drive significant value for the clients we serve.

Optum's Provider Technology Consulting practice is a clinically oriented health IT consulting group within Optum. We have a holistic approach to the implementation and optimization of Electronic Health Record (EHR) and associated clinical technology solutions with a focus on enabling value-based care delivery through digital transformation. We are seeking a visionary Director of Patient Experience to join our leadership team. This role will build on fast evolving healthcare consumer capabilities, champion patient-centered innovation, drive digital engagement strategies, and ensure seamless front-end revenue cycle workflows that enhance the overall patient journey. The Director will also play a critical role in aligning patient access and engagement technologies with the goals of value-based care, including improved outcomes, cost efficiency, and patient satisfaction. This role will serve as a subject matter expert for patient access and MyChart domains in support of business development and delivery with existing and new clients. The successful candidate will have a proven track record of achieving results, building relationships, and a solid customer focus.

At Optum, Directors are responsible for leading business development efforts, solutioning Optum's offerings to meet a prospect's requirements, and ongoing management of VP- and C-suite client relationships with health system executives; as such, this individual will have an annual sales target as well as an annual target for overall managed revenue and/or utilization. You'll enjoy the flexibility to work remotely from anywhere within the U.S. as you take on some tough challenges.

Primary Responsibilities:

• Collaborate with cross-functional teams to optimize patient access, improve digital engagement, and elevate the experience of care through technology and service excellence
• Drive MyChart adoption and optimization strategies, including proxy access, video visits, and digital triage
• Collaborate with consulting and marketing leadership to articulate and represent the value proposition of the practice's patient experience expertise and services in sales collateral
• Collaborate with Epic and internal teams to enhance integration, workflow, and user experience
• Serve as executive liaison for client leadership, ensuring alignment on goals, timelines, and outcomes
• Mentor managers and analysts, fostering a culture of collaboration and inclusion
• Champion innovation in patient access technologies and digital engagement strategies
• Monitor and improve patient portal adoption, scheduling efficiency, and satisfaction metrics
• Be familiar and stay up to date with regulatory requirements relevant to technical scope
• Utilize data, industry trends, and best practices to support the development of consulting methodologies that will address current challenges facing health systems related to the adoption and use of health IT as well as driving achievement toward client-specific organizational objectives and strategic goals
• Support health systems in aligning patient experience strategies with value-based care goals, including improved access, care coordination, and digital engagement that drives better outcomes and patient satisfaction
• Develop and present strategies and business plans to company leaders and stakeholders, effectively communicating the value and potential of proposed initiatives
• Build and maintain solid relationships with clients, partners, and stakeholders to foster collaboration and business growth
• Work with internal teams to develop and implement strategies that meet market demands and client needs, ensuring alignment with company goals
• Create and improve proposals to attract new clients and retain existing ones, enhancing the company's market position

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:

• Epic certification or proficiency in MyChart
• Epic certification or proficiency in one or more of the following: Prelude, Cadence, Welcome
• 8+ years of experience in Healthcare IT, with 5+ years in Patient Access and/or Patient Engagement leadership
• Experience at a fast-paced and agile company, managing multiple projects concurrently, solid communication and relationship management skills with experience working across all levels, from administrative to executive
• Proven experience in formal direct leadership, including managing teams, setting performance expectations, conducting evaluations, and driving accountability to achieve organizational goals
• Solid understanding of front-end RCM workflows and patient engagement strategies, including the support of value-based care and digital transformation
• Consulting background with demonstrated client impact
• Proficiency in Smartsheet, Visio, Microsoft Project, Excel, PowerPoint, or similar tools for managing projects and deliverables
• Aptitude to support business development initiatives and working closely with teams to drive growth opportunities including speaking with clients at the Director and c-suite level
• Proven success leading cross-functional teams and large-scale engagements
• Proven ability to complete projects according to outlined scope, budget, and timeline
• Ability and willingness to travel up to 25%

Preferred Qualifications:

• PMP or equivalent project management certification
• 2+ years of commercial experience owning or supporting sales processes and targets
• Experience with global delivery models and pooled resource management
• Familiarity with ServiceNow, Smartsheet, and other enterprise tools

Key Competencies

• Strategic thinking and execution
• Relationship management across executive and operational levels
• Change management and process improvement
• Team leadership and mentoring
• Data-driven decision-making
• Commitment to patient-centered care and digital transformation

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). The salary for this role will range from $132,200 to $226,600 annually based on full-time employment. We comply with all minimum wage laws as applicable.

Application Deadline: This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants.