Quality Manager, Field Operations - Richmond, VA or Telecommute

Combine two of the fastest-growing fields on the planet with a culture of performance, collaboration and opportunity and this is what you get. Leading edge technology in an industry that is improving the lives of millions. Here, innovation is not about another gadget; it is about making health care data available wherever and whenever people need it, safely and reliably. There is no room for error. If you are looking for a better place to use your passion and your desire to drive change, this is the place to be. It's an opportunity to do your life's best work.(sm)

This position will be responsible for supervising a team of outbound call center agents and/or field-based staff. The team is responsible for working with medical practices to coordinate outreach to Medicare Advantage members to ensure the recommended preventive health screenings are completed and gaps in care are addressed. Travel is required both in state and out of state to visit physician practices and field-based staff as needed.

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

Primary Responsibilities:

• Sets team direction, resolves problems, and provides guidance to members of the team
• Ensures team meets established performance metrics, performance guarantees, and quality standards
• Manages administrative and clinical operations consisting of field based and/or contact center-based staff
• Manage relationships with physician practices
• Manage implementation of new physician practices and deployment of resources
• Manage client relationships
• Collaborate with cross functional teams on practice specific strategies to improve Medicare Stars ratings
• Takes the lead role in setting direction and participating in or developing new programs
• Provides leadership to and is accountable for the performance and direction through multiple layers of management and senior level professional staff
• Work most often impacts a large business unit, or multiple markets/sites, or at the segment/market group level for functional staff positions
• Drives performance through audits and coaching to team personnel to ensure products and services fully meet the client expectations while maintaining efficient and profitable operational delivery
• Assure the onboarding and training of new and existing staff to support product growth and service enhancement
• Fiscal and operational discipline and management

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.

Required Qualifications:

• Bachelor’s degree in applicable area of expertise or equivalent experience
• 2+ years of supervisory experience
• Medical / Healthcare industry experience
• Customer service management experience
• Knowledge of Benefits and Claims Systems and Operations
• Solid inbound and outbound telephonic skills
• Full COVID-19 vaccination is an essential job function of this role. Candidates located in states that mandate COVID-19 booster doses must also comply with those state requirements. UnitedHealth Group will adhere to all federal, state and local regulations as well as all client requirements and will obtain necessary proof of vaccination, and boosters when applicable, prior to employment to ensure compliance. Candidates must be able to perform all essential job functions with or without reasonable accommodation

Preferred Qualifications:

• Medicare Stars experience
• HEDIS experience
• Project management experience
• Quality or Six Sigma experience
• Experience in utilization review, concurrent review and/or risk management
• A background in managed care
• Knowledge of call center performance measurement systems and metrics (i.e. ASA, AHT, Service Level)
• Project/Product coordination/management skills
• Computer skills and technical aptitude, familiar with MS Office
• Solid organizational skills and multitasking abilities will be keys to success
• Teambuilding and leadership skills
• Effective skills in motivating and mentoring others
• Excellent communication and presentation skills
• Ability to identify with a consumer to understand and align with their needs and realities
• Ability to perform effective active listening skills to empathize with the customer to develop a trust and respect
• Ability to take responsibility and internally driven to accomplish goals and recognize what needs to be done to achieve a goal(s)
• Ability to turn situations around and go above and beyond to meet the needs of the customer

To protect the health and safety of our workforce, patients and communities we serve, UnitedHealth Group and its affiliate companies require all employees to disclose COVID-19 vaccination status prior to beginning employment. In addition, some roles and locations require full COVID-19 vaccination, including boosters, as an essential job function. UnitedHealth Group adheres to all federal, state and local COVID-19 vaccination regulations as well as all client COVID-19 vaccination requirements and will obtain the necessary information from candidates prior to employment to ensure compliance. Candidates must be able to perform all essential job functions with or without reasonable accommodation. Failure to meet the vaccination requirement may result in rescission of an employment offer or termination of employment

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, Connecticut or Nevada Residents Only: The salary range for Colorado residents is $82,100 to $146,900. The salary range for Connecticut / Nevada residents is $90,500 to $161,600. Pay is based on several factors including but not limited to education, work experience, certifications, etc. In addition to your salary, UnitedHealth Group offers benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with UnitedHealth Group, you’ll find a far-reaching choice of benefits and incentives.

*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.

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