18 days old

Manager, Quality Field Operations - Telecommute in IL - 931894

Chicago, IL 60602 Work Remotely
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  • Job Code
    931894

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's improving the lives of millions. Here, innovation isn't about another gadget, it's about making health care data available wherever and whenever people need it, safely and reliably. There's no room for error. Join us and start doing your life's best work.(sm)

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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.

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If you are located in Illinois, you will have the flexibility to telecommute* as you take on some tough challenges.

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Primary Responsibilities:

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

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Required Qualifications:

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  • Bachelors degree in applicable area of expertise or equivalent experience
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  • 3+ years of experience working with a managed care organization or health insurer; or as a consultant in a network / contract management role, such as contracting, provider services, etc.
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  • 2+ years experience in data analysis
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  • 2+ years experience managing staff and/or at least 2 years of project management or project lead experience
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  • Medical / Healthcare industry experience
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  • Customer service management experience
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  • Knowledge of Benefits and Claims Systems and Operations
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  • Inbound and outbound telephonic skills
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  • Teambuilding and leadership skills
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  • Skills in motivating and mentoring others
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  • Communication and presentation skills
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  • Computer skills and technical aptitude, familiar with MS Office
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  • Demonstrated ability to identify with a consumer to understand and align with their needs and realities
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  • Demonstrated ability to perform effective active listening skills to empathize with the customer to develop a trust and respect
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  • Demonstrated ability to take responsibility and internally driven to accomplish goals and recognize what needs to be done to achieve a goal(s)
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  • Demonstrated ability to turn situations around and go above and beyond to meet the needs of the customer
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  • 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
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Preferred Qualifications:

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  • Knowledge of call center performance measurement systems and metrics (i.e. ASA, AHT, Service Level)
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  • Project / Product coordination / management skills
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  • Background in managed care
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  • Medicare Stars experience
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  • HEDIS experience
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  • Organizational skills and multitasking abilities will be keys to success
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  • Project management experience
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  • Quality or Six Sigma experience
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  • Experience in utilization review, concurrent review and/or risk management
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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)

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*All Telecommuters will be required to adhere to UnitedHealth Groups Telecommuter Policy

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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.

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UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.

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Job Keywords: Manager, Quality Field Operations, HEDIS, STARS, Manager, Chicago, IL, Illinois, Telecommute, Telecommuter, Telecommuting, Remote, Work from home, Work at home

Posted: 2021-05-26 Expires: 2021-06-25

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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Manager, Quality Field Operations - Telecommute in IL - 931894

UnitedHealth Group
Chicago, IL 60602

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