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Consumer Advocacy Manager - Waltham, MA

UnitedHealth Group

Waltham, MA
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Job Details

730873 Consumer Advocacy Manager Waltham MA

Consumer Advocacy Manager - Waltham, MA (730873)

Position Description

For those who want to invent the future of health care, here's your opportunity. We're going beyond basic care to health programs integrated across the entire continuum of care. Join us and help people live healthier lives while doing your life's best work.(sm)


Exciting opportunity to advocate for Senior Care Options (SCO) members and their caregivers as well as suggest experience improvements in a mission - driven, innovative organization. 
UnitedHealthcare Community Plan is part of the family of companies that make UnitedHealth Group one of the leaders across most major segments of the US health care system. If you're ready to help make health care work better for more people, you can make a historic impact on the future of health care. We contract with states and other government agencies to provide care for over two million individuals. Working with physicians and other care providers, we ensure that our enrollees obtain the care they need with a coordinated, individually directed approach. 
The Consumer Advocacy Manager will work collaboratively with all internal functional areas as well as external partners.  This role will ensure enrollee participation and feedback in the design and operations of our SCO product as well as develop and implement a program to train and support informal caregivers. The Consumer and Caregiver Advocacy Manager will have a team of advocates.  Successful candidates will have a background in social work, nursing, public health, and/or community health education.
*Leadership opportunity*
Primary Responsibilities:
  • Organizes and facilitates the local Consumer Advisory Committee which meets on a regular basis, takes into account diverse enrollee needs and brings feedback to senior leadership through the governance structure; assists with implementation of feedback as necessary
  • Participates in (may organize and facilitate as well) internal and external focus groups that will inform the consumer advisory committee
  • Assesses, anticipates, and interprets enrollee needs and requirements; identifies solutions to non-standard requests and problems and oversees process improvement activities as a response to feedback
  • Builds relationships with external community/advocacy groups (in the areas of caregiver supports, multi-cultural groups, health advocacy, health education and elder abuse) and represents United Healthcare Community; will present externally
  • Oversee (in collaboration with clinical staff) a program to support informal caregivers that are supporting SCO membership.  This will include supporting tools, developing a referral  and tracking process, offering assistance to navigate through the healthcare/social systems and training
  • Increase awareness of caregiver support tools internally and with external parties
  • Collaborate with care managers of a given member to ensure coordination and appropriate outcomes
  • In partnership with the Quality team, conducts health education activities as needed.
  • Lead/assist in bringing complex member issues to resolution
  • Participate in activities to drive member satisfaction and the Plan’s Net Promoter Score strategy.
  • Aggregate and analyze member satisfaction data from regulatory surveys, member feedback and Plan reports to develop improvement projects 
  • Leads the Service Quality Improvement Committee focused on member and provider satisfaction and assists with CAHPS analysis and improvement plan implementation.
  • Manage and direct a staff of consumer and caregiver advocates
  • Navigates within UnitedHealth Group to collaborate and discover best practices involving other advocacy programs
  • Develop strategies for the department to engage with the member communities via forums such as town hall meetings, office hours and more.
  • Charged with implementation of ad hoc projects as needed
  • Works with minimal guidance; seeks guidance on only the most complex tasks
To be considered for this position, applicants need to meet the qualifications listed in this posting.
Required Qualifications:
  • Bachelors degree
  • Understanding of informal caregiver supports and challenges
  • 5+  years experience resolving complex customer issues with a commitment to advocacy work
  • Experience working with the geriatric population as well as the government and community advocacies that represent those needs
  • Proven track record in building and maintaining community based relationships
  • Presentation skills and ability to speak in front of an audience of diverse groups (leadership, external entities, members and providers)as well as facilitate a meeting
  • Proficiency in Microsoft office suite including Word, Excel, Outlook and PowerPoint
  • Willingness to travel within Massachusetts
  • Reliable transportation to travel within the state
Preferred Qualifications:
  • Social work, public health, or nursing advanced degree
  • Bilingual/multilingual 
  • Experience working in Managed Care (specifically quality or operations)
  • Experience working in community health care
  • Experience with MA Medicaid/Medicare programs
Careers at UnitedHealthcare Community & State. Challenge brings out the best in us. It also attracts the best. That's why you'll find some of the most amazingly talented people in health care here. We serve the health care needs of low income adults and children with debilitating illnesses such as cardiovascular disease, diabetes, HIV / AIDS and high - risk pregnancy. Our holistic, outcomes - based approach considers social, behavioral, economic, physical and environmental factors. Join us. Work with proactive health care, community and government partners to heal health care and create positive change for those who need it most. This is the place to do your life's best work.(sm)


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.



Job Keywords: Medicare, Medicaid, Advocate, satisfaction, Community health, social work, RN, Public health, Waltham

Job Details

  • Contest Number730873
  • Job TitleConsumer Advocacy Manager - Waltham, MA
  • Job FamilyMedical and Clinical Operations
  • Business SegmentCommunity and State

Job Location Information

  • Waltham, MA
    United States
    North America

Additional Job Detail Information

  • Employee StatusRegular
  • ScheduleFull-time
  • Job LevelManager
  • ShiftDay Job
  • TravelYes, 25 % of the Time
  • Telecommuter PositionNo
  • Overtime StatusExempt

UnitedHealth Group is the most diversified health care company in the United States and a leader worldwide in helping people live healthier lives and helping to make the health system work better for everyone.

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