Hello Tri-State Team,
It’s a busy spring across Optum Tri-State. I’m sure you’ve all noticed the heightened level of transition and exciting transformation occurring across our groups.
But we’d like to focus on one thing in this message: hearing from you. One of the best ways to assess the pulse of our organization is through the UHG Employee and Provider Experience Survey. When we say, “Your Voice Matters,” it’s not merely a catch-phrase. We really do mean it! Your feedback, in your voice, is vital to effect change and improve our collective work experience.
On behalf of our tri-state senior leadership, we are once again imploring you to participate and share your candid feedback through the survey. Our goal is to get 70% of all staff to participate. This survey is an effective and empowering tool for you to use to ensure you are heard and that we are listening. Rest assured, your answers are completely confidential.
By now, you all should have received an email from UHGSurveys@feedback.uhg.com inviting you to participate. Please take advantage of this opportunity to help us help you! We sincerely thank and appreciate each of you for your continued commitment and dedication to our organization, our patients and one another.
Scott and Kevin
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By now you should have received an invitation to participate in the UHG Employee and Provider Experience Survey. To help enhance our patient and customer experience, we need to understand what we are doing well, what we could do better and where improvements can be made. We are interested in your personal thoughts on the state of our business and your experience working at Optum Tri-State.
The web-based survey consists of 25 questions and should take about 15 minutes. The survey is administered through the Medallia survey tool. Your responses are confidential and no one across our business will see any individual responses. To further preserve confidentiality, no dashboards will be available to managers for groups with less than five respondents.
You should have received your survey invitation via email from UnitedHealth Group Surveys (UHGSurveys@feedback.uhg.com). A link is included in the survey invitation to launch the survey from your desktop or mobile device.
If you have not received an email containing the survey, please contact your manager.
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While the nation celebrated National Nurses Week, Optum Tri-State celebrates our nurses every day! A big thank you to our nursing teams for their dedication, skill and compassion. We thank you for all you do to help those we serve.
Check out our very own Bitty Bigos, chief nursing officer at ProHEALTH, who travelled to the Dominican Republic for her first medical mission with One World Surgery in October and returned as a trip leader in February.
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Meet Gaurang Trivedi, MD, one of the many heroes among us! |
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As part of Operation Restore Vision/Operation International, Dr. Gaurang Trivedi from the Department of Ophthalmology at Optum Tri-State, assembled and led a global team of 14 surgeons and nurses to perform vision-restoring eye surgeries in rural Uganda. They overcame major supply chain issues and difficult COVID travel restrictions, and pulled off a very successful mission despite seemingly insurmountable odds. Together they performed nearly 170 surgeries and treated an additional 50 patients with eye problems. The group also visited and supported one of the local orphanages. Watch the video below. If you would like to learn more about Dr. Trivedi’s efforts, visit operationrestorevision.org.
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Did you miss the Optum Tri-State town hall? |
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If you couldn't attend our town hall on April 20, no problem – we’ve got you covered! Listen to what Dr. Scott Hayworth and Kevin Conroy, along with other tri-state leaders, had to say.
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Living the Optum Brand Experience episodes are well underway and will continue every other Wednesday at 12:30 p.m., through November.
These LIVE virtual experiences with special guest hosts begin our journey to living the brand experience! These short 30 minute LIVE webinars are created to help us embrace this new Optum brand by discovering how to embody the five Optum tenets: Simple – Warm and Welcoming – Know Me – Compassionate – Trusted.
Office pizza parties are awarded to 10 tri-state offices every other week to physicians and employees who submit survey responses regarding a patient experience tenet. Winners write about actions they installed in their offices to enhance patients’ and employees’ experiences. Don’t miss our upcoming webinars and learn about what’s coming with the Optum brand transition. Our next LIVE “O” Show webinar is on May 25th at 12:30 pm!
If you missed past episodes:
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Come one, come all!
Join us for Optum Tri-State Day!
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When: Coming this summer
Who: All employees, physicians, EVERYONE!
What:
- New Optum Tri-State website is launched.
- Riverside will be the first medical group to display the Optum building signage.
- Ice cream throughout the month of July.
- Optum badges and lanyards for all Tri-State employees.
- Show off your new Optum email signature.
- Get your cameras ready for group pictures.
- Celebratory Optum polo shirts.
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Marketing in our communities |
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Watch for these ad campaigns, now running in the tri-state. |
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Jennifer Hernandez Reyes, medical assistant/patient experience ambassador at Manhasset Primary Care, shares her gratitude toward Dr. Michael Lowenthal who inspired her to run a half-marathon and took the time to mentor her during the training process.
“I wanted to share with everyone something very exciting!!! This past weekend I accomplished a very big goal for myself. I ran my first half-marathon after training less than eight weeks with one of the best doctors, Dr. Lowenthal. He completely inspired me last year when he ran a full marathon. It led to a challenge where I tested my abilities both mentally and physically. I learned that anything is possible if you put your mind into it. I couldn’t have done this without my team at MHPC; the camaraderie that we share in this office is amazing!”
Jennifer’s colleagues came out to support her and the team continues to participate in team-building activities outside the workplace.
Great teamwork!
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Help ProHEALTH patients create MyChart accounts |
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Patients can view and manage their health needs through Epic’s MyChart patient portal. MyChart gives patients 24/7 on-line access to: |
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- Schedule appointments, view upcoming appointment details and check-in online
- Request medication refills
- Send secure messages to their provider’s office
- View lab results, health summaries and provider’s notes
- Access account statements and pay bills
- and much more!
Also a friendly reminder, when patients check-in, please ask for their email address to enter into Epic.
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Welcome new doctors and advanced practice clinicians |
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The following providers have joined Optum Tri-State as of May 1, 2022. |
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CareMount
Patrick Francis, PA-C
Orthopedics
Hudson Valley Hospital Center
Amy Gottesman, OT, CHT
Occupational Therapy
Mount Kisco
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ProHEALTH
Aaron Herzog, MD Pediatrics
Forest Hills
Lucille Brind, RD
Dietician and Nutritionist, Lake Success
Emily Morales, NP
Lactation Specialist
Lake Success
Jessica Wolfring, NP Pediatrics
Bellmore
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Riverside
David Wells-Roth, MD
Orthopedics –
Spine Surgery
Rutherford
Harshpal Singh, MD
Orthopedics –
Spine Surgery
Rutherford
Renata Weber, MD
Orthopedics – Hand Surgery
Rutherford
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Note: This list does not include urgent care, radiology, hospitalists, anesthesiology extended hours, or part-time providers. |
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Click to see all of the new providers who have joined in the past year: |
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A special note: In our April edition of the Voice, we inadvertently listed one of our ProHEALTH physicians incorrectly. Our apologies to Dr. Ahmed! Here’s his correct information:
Specializes in Adult Gastroenterology
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Attention ProHEALTH providers!
Last chance to submit your bio for the new Optum website
If you haven’t already submitted your bio for your provider profile page on the new Optum website that debuts in July, please submit your bio as soon as possible!
New dates added to film profile videos and take your headshot! Check your email for an invitation sent on April 27 to participate in this popular and effective way to reach, educate and nurture your patients. Our film crew will be back at the Optum conference room at 3 Delaware Drive in Lake Success on Thursday, May 19 and Friday, May 20 plus Thursday, June 9 and Friday, June 10. For more information contact: lzingaro@caremount.com
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Welcome Chelsea Sports Medicine
On May 23, Chelsea Sports Medicine will join CareMount Medical. We are proud to welcome:
Clifford Stark, DO, FAOASM
Aran Degenhardt, MD, MPH, TM, CAC
Naresh Rao, DO, FAOSM
Nicole Larsen, PA-C
Thomas Riggs, PT
Erin Comiskey, DPT
David Perkins, DPT
Located on the 2nd floor at 30 West 24th Street in New York City, Chelsea Sports Medicine shares our commitment to delivering the highest quality patient care. As renowned specialists in the internal medicine and sports medicine field, Chelsea Sports Medicine is an exciting addition to our organization. Keep an eye out for more news to come about this integration later this month.
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Podiatry now available in Syosset
We are pleased to announce that ProHEALTH has expanded podiatry services to Syosset. Located at 575 Underhill Boulevard, Suite 190, Danielle Mercado Gregory, DPM is now treating patients with a wide variety of foot and ankle needs. For questions or appointments, patients can call 516-294-9540.
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2022 Castle Connolly Top Doctor nominations now open
Physicians are encouraged to nominate their colleagues for this prestigious honor. Nominations are accepted on a rolling basis. Castle Connolly will determine the appropriate category for the nominee.
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The Practice of Patient Experience: An interview with Dr. Sushama Mody |
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Many follow the path to medicine because of their connection to helping others. This month, Dr. Sushama Mody, regional medical director of patient experience, shares her journey of provider and patient experience.
Where did the journey of integrating patient experience into your care process begin?
It began a very long time ago, but definitely got lost along the way. It was not until I became involved in my new role that I began to re-visit it. Medicine, for many providers, can become transactional. Our focus shifts to things like productivity, insurance companies and not having adequate support staff. My approach with my patients also felt transactional—making the patient feel satisfied by doing stuff—rather than taking the time to listen, comfort and reassure. We also know that when this is the focus, it leads to better health outcomes and improved experiences for both patients and providers.
Why do you believe the alignment between patients’ care and their experience is so important?
I had a shift in my perspective several weeks ago. A woman came in complaining of pain all over—as many of my patients in rheumatology do. She didn’t feel well, she was in tears, and she had a lot to express. She had no findings suggestive of an inflammatory disorder. Instead of focusing on solving her complaints, I paused and listened to her, acknowledging her feelings. I learned that she was afraid. A family member had similar symptoms and was diagnosed with rheumatoid arthritis (RA). I slowly explained that her symptoms are not at all like RA. We walked through her lab tests together and her tears turned to sighs of relief. She left without medication but with a plan to exercise and lose some weight, and to come back in three months to see me. It was an experience that was personally and professionally fulfilling. Later that evening when I got home, I pulled up my medical school essay and read it—my experience with this patient was why I wanted to become a doctor!
What techniques do you frequently use to establish a connection and trust with your patients?
I’m making small changes in how I enter the room, greet the patient and how I respond to their concerns. I’ve slowed down how I begin my visit. I smile more. I look them in the eye more and just take a little more time to listen. Let them talk when they want. I nod to let them know I am listening and understand. As a rheumatologist, I start my exam with their hands. It is a simple opportunity to pause, keep their hands in mine—maybe give it a small squeeze or pat, showing that I am connected. I am still far from hitting a home run with every visit. But just like all things we do in life, I do my best practice so that each day it becomes easier and part of my routine.
How do we support providers with the culture surrounding patient experience?
As part of our Patient Experience initiative, we established a Council for Patient and Provider Experience for the Tri-State. This will help shape how we will support, educate and share ideas to continue to improve experiences for all. It is not always intuitive what makes for a better patient experience. Yet, we recognize the necessity of providing tools to improve our skills in connecting, communicating and showing empathy to our patients.”
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ICYMI–Optum Conversation is for and about you!
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Thank you to everyone who attended the Optum Conversation on April 14. If you couldn’t join, you can view the Conversation in its entirety, or as individual segments through the links below, to learn how we are making experiences simpler and more personal for the people we serve, and for our teams.
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Market Performance Partnerships - Learn about our Market Performance Partnerships with health systems, which are a key part of Optum's growth priority designed with care, community and experience at their core.
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Better for You - Learn how we're striving to be better for the people we serve, including each other. Use this guide to inspire your team to create simpler, more personal experiences.
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Diversity, Equity and Inclusion - Learn how we're embedding diversity, equity and inclusion into everything we do. Continue your journey with these resources.
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"Off the Chart" podcast featuring ProHEALTH's Dr. Conan Tu |
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The “Off the Chart” podcast series hosted by Dr. Kenny Poole, senior vice president for experience at UnitedHealth Group, features providers’ personal stories, career paths and passions, and perspectives on health care topics. Dr. Conan Tu, an internist and chief of primary care at ProHEALTH, shares his background as the son of Taiwan immigrants, his dedication to mentoring others and providing care to underserved communities, and more.
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Recognizing National Minority Health Month
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Optum honored National Minority Health Month, which raises awareness about health disparities affecting racial and ethnic minority populations, while highlighting efforts to improve the health of these groups.
Hear from two of our team members about their personal journeys and thoughts on advancing health equity — giving people the care and support needed to achieve their optimal health, while addressing health disparities.
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Dr. Carolyn Pass of Optum Florida discusses how her experiences have fueled a passion for advancing health equity and shares thoughts on supporting better care for everyone.
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Dr. Linda Villareal of WellMed in Texas shares her personal story and ties to the Rio Grande Valley, where she cares for a largely Spanish-speaking patient population.
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Keep an eye out for the Tri-State Voice to arrive in your inbox each month. We hope you find this information helpful and we welcome your feedback for future issues. Email us.
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CareMount Medical, ProHEALTH Care Associates, and Riverside Medical Group (the “Practices”) are all physician owned and led practices having complete authority for all medical decision-making and patient care through their physicians and other licensed professionals. Optum, through its management organizations (“Optum”) provides non-clinical administrative services to support the Practices and their physicians. Neither Optum nor its management companies employs, engages, or supervises physicians or other licensed professionals, or determines or sets the methods, standards, or conduct of the practice of medicine or health care provided by the Practices or by any of their licensed professionals. “Part of Optum” reflects that the Practices are part of Optum’s effort to support forward-thinking physician practices in helping their patients live healthier lives. |
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