Associate Business Process Analyst - Remote in Eugene, OR

Optum - Eugene, OR

Full-time - Mid Level

Remote - Eugene, OR

Insurance Carriers and Related Activities

About the position

The Associate Business Process Analyst role at Optum involves managing and resolving patient feedback, complaints, and grievances. This position serves as a primary resource for senior management and regulatory agencies, focusing on improving patient experience and safety through data analysis and collaboration with various stakeholders. The role requires conducting root cause analysis, developing patient feedback reports, and ensuring compliance with health care regulations while advocating for patients and families.

Responsibilities

• Receive, document, process and resolve provider, physician, organization and/or member feedback, complaints, and grievances.
• Serve as primary resource to senior management, plan sponsors, enrollees, and regulatory agencies in resolution of complaints and appeals.
• Research and resolve written, phone and internet complaints and complex appeals submitted by various stakeholders.
• Conduct root cause analysis to identify compliance, process, or systemic breakdowns and communicate findings to management.
• Collaborate with department leaders, risk management, quality and compliance to resolve patient issues.
• Develop Patient Feedback reports and analyze data to identify opportunities for improvement.
• Promote patient experience through collaborative projects, training, and education.
• Maintain a database of concerns, complaints, and feedback.
• Process, respond, and advocate for patients and families.
• Identify improvements using Patient Feedback reports and analytics.
• Comfort with escalation of critical safety, patient experience, and risk events.
• Facilitate resolution of identified global/systemic issues and perform ongoing monitoring of process improvements.
• Provide support to audit activities and market conduct exams.
• Represent executive management in external communications.
• Build and maintain effective relationships with external and internal stakeholders.

Requirements

• 2+ years of patient facing healthcare experience
• 1+ years of service recovery experience
• Experience working with electronic medical record and complaint management systems (e.g., EPIC, RLDatix, SalesForce, IDX, Mosaic)
• Proficiency with Microsoft suite of tools
• Ability to work standard business hours in PST zone

Nice-to-haves

• Management skills
• Data management skills
• Organizational skills
• Computer skills
• Analysis skills
• Outstanding verbal and written communication skills
• Critical thinking/problem-solving skills
• Ability to multitask
• Extreme attention to detail on follow-up
• Analytical skills

Benefits

• Flexible remote work options
• Opportunities for professional development
• Recognition for performance
• Supportive work environment