Patient Experience Program Lead

Optum; Irvine (CA); Hybrid; USD 92,000 - 164,000; Full time

Job summary

Optum is seeking a Patient Experience Manager to drive market-level patient experience outcomes. The role partners with regional leadership to translate insights into measurable improvements and manages programs from intake to service recovery.

The position requires shaping a patient-centered culture across clinics, training teams, and coordinating cross-functional initiatives in a hybrid California office setup with occasional local travel.

Qualifications

• 5+ years in health care, customer service, or related field managing large-scale programs.
• Experience designing effective training and facilitating trainings to diverse audiences.
• Experience building relationships with clinical and operational stakeholders.
• Proven ability to work with diverse stakeholders within a large matrix organization.
• Solid program management skills to juggle multiple priorities in a deadline-driven environment.

Responsibilities

• Oversee intake, triage, and resolution of patient complaints and service recovery.
• Collaborate with regional/clinic leadership to translate data into action plans.
• Analyze patient experience data (NPS, CAHPS, HOS, comments) to drive improvements.
• Design and facilitate trainings to strengthen patient experience culture.
• Lead organizational process improvements across sites and teams.
• Develop targeted site engagement strategies for lower-performing clinics.
• Provide coaching and mentorship to build team capabilities.

Skills

Stakeholder management

Training design

Program management

Microsoft Office

Cross-functional collaboration

Education

Master's Degree (preferred)

Tools

Complaint Management systems

Job description

Optum is seeking a Patient Experience Manager to drive market-level patient experience outcomes. The role partners with regional leadership to translate insights into measurable improvements and manages programs from intake to service recovery.

The position requires shaping a patient-centered culture across clinics, training teams, and coordinating cross-functional initiatives in a hybrid California office setup with occasional local travel.