Job Description

Enterprise Clinical Services (ECS) plays an important part in living our mission to help people live healthier lives by meeting the needs of our members, one individual at a time. ECS is comprised of over 17,000 clinical and non-clinical team members focused on the quadruple aim of better clinical outcomes, better experience, and better cost. The organization includes the clinical fulfillment capabilities for both UnitedHealthcare and Optum including Utilization Management, Care & Condition Management, and Care Services.

The Vice President of Enterprise Contact Center Operations reports to the Senior Vice President of Enterprise Clinical Services and will be accountable for the overall executive leadership and operations management of contact center operations serving Enterprise Clinical Services (ECS). This position will be responsible for leading efforts to stabilize, standardize, and drive consistency across ECS contact center operations, increasing the ability to scale and take on new clients, make healthcare more affordable through lower operating costs and ensuring skillsets are maximized such that Optum is the employer of choice for all employees.

Primary Responsibilities:

* Develop strategy and drive timely execution for the ECS Contact Center Optimization Initiative to transform ECS Call Center Operations in partnership with PWC
* Maintain stable operations with predictable performance in the areas of service levels, quality and satisfaction, while managing a heavy change agenda being driven by both the industry, and within the company
* Extensive experience managing global operations both internal and external, ensuring consistency in service delivery outcomes with internal/onshore operations
* Understand and anticipate the behaviors and needs of health care providers; collaborate with the senior vice president to develop strategies and tactics that simplify and improve the provider experience and increase provider satisfaction and loyalty
* Proactively initiate and drive change in processes, tools and capabilities that increase operational efficiency and effectiveness while concurrently improving the provider experience and complying with regulatory requirements
* Collaborate with key internal and external business partners to stay abreast of changes in the commercial and government healthcare space; proactively communicate and drive strategic and operational plans to achieve the required operational results
* Consistently achieve key performance metrics, including provider satisfaction, compliance, employee engagement and financial objectives
* Build and foster relationships within a matrix organizational structure to proactively resolve issues, drive efficiencies and champion the provider strategy
* Conduct business process analysis to identify key business needs, issues and/or gaps and as needed leverage Optum and UHC partners building solutions for flawless operations execution
* Lead and develop a high-performance, provider focused management team and workforce
* Foster a culture of accountability that emphasizes people and performance management, coaching and development, and employee engagement
* Present timely, accurate and complete business plans, reports and project updates
* Foster a culture of accountability that emphasizes people and performance management, coaching and development, and employee engagement

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.

You'll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges.

Required Qualifications:

* Bachelor's degree required; master's degree preferred
* 15+ years of increasingly responsible contact center operations leadership experience
* Extensive experience transforming contact center operations and knowledge of industry best practices
* Proven track record of high performance in managing a large (5000+) and geographically dispersed contact center operation
* Strong analytical skills with ability to drive transformational, member focused change and manage long-term programs
* Experience with strategic, member focused initiative development and implementation, including operating policies and procedures, and work process improvements
* Proven ability to collaborate and influence internal and external business partners with a track record of building and fostering relationships at all levels of the organization
* Demonstrated ability to lead and develop leaders in a matrix organization
* Extensive experience managing global and vendor relationships
* Ability to travel as needed
* If you need to enter a work site for any reason, you will be required to screen for symptoms using the ProtectWell mobile app, Interactive Voice Response (i.e., entering your symptoms via phone system) or similar UnitedHealth Group-approved symptom screener. When in a UnitedHealth Group building, employees are required to wear a mask in common areas. In addition, employees must comply with any state and local masking orders

Careers with Optum. Here's the idea. We built an entire organization around one giant objective; make health care work better for everyone. So when it comes to how we use the world's large accumulation of health-related information, or guide health and lifestyle choices or manage pharmacy benefits for millions, our first goal is to leap beyond the status quo and uncover new ways to serve. Optum, part of the UnitedHealth Group family of businesses, brings together some of the greatest minds and most advanced ideas on where health care has to go in order to reach its fullest potential. For you, that means working on high performance teams against sophisticated challenges that matter. Optum, incredible ideas in one incredible company and a singular opportunity to do your life's best work.(sm)

Colorado Residents Only: The salary range for Colorado residents is $240,000 to $300,000. The role is also eligible to participate in UHG's annual bonus and long term incentive plans. Pay is based on several factors including but not limited to education, work experience, certifications, etc. As of the date of this posting, in addition to your salary, UHG offers the following benefits for this position, subject to applicable eligibility requirements: Health, dental, and vision plans; wellness program; flexible spending accounts; paid parking or public transportation costs; 401(k) retirement plan; employee stock purchase plan; life insurance, short-term disability insurance, and long-term disability insurance; business travel accident insurance; Employee Assistance Program; PTO; and employee-paid critical illness and accident insurance.

*All Telecommuters will be required to adhere to UnitedHealth Group's Telecommuter Policy.

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: VP, Vice President, ECS, Clinical Services, Contact Center, Operations, Eden Prairie, MN, Minnesota, Seattle, WA, Washington, Telecommute, Telecommuter, Telecommuting, Work from Home, Work at Home, Remote