Quality Field Operations Manager

UnitedHealth Group

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Come make an impact on the communities we serve as we help advance health equity on a global scale. Here, you will find talented peers, comprehensive benefits, a culture guided by diversity and inclusion, career growth opportunities and 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.

If you are located in Tulsa, OK or Oklahoma City, OK, you will have the flexibility to work remotely* 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 or equivalent experience
  • 3+ Medical / Healthcare industry experience
  • 2+ years of supervisory experience
  • 2+ years of experience in a provider facing-role
  • Customer service management experience
  • Knowledge of Benefits and Claims Systems and Operations
  • Solid inbound and outbound telephonic skills
  • Demonstrated teambuilding and leadership skills 
  • Demonstrated effective skills in motivating and mentoring others
  • Demonstrated excellent communication and presentation skills
  • Proven computer skills and technical aptitude, familiar with MS Office 
  • Demonstrated ability to identify with a consumer to understand and align with their needs and realities
  • Demonstrated ability to perform effective active listening skills to empathize with the customer to develop a trust and respect
  • Demonstrated ability to take responsibility and internally driven to accomplish goals and recognize what needs to be done to achieve a goal(s)
  • Demonstrated ability to turn situations around and go above and beyond to meet the needs of the customer
  • Willing and able to travel up to 25% in Oklahoma territory

Preferred Qualifications:

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

Careers with Optum. Our objective is to make health care simpler and more effective for everyone. With our hands at work across all aspects of health, you can play a role in creating a healthier world, one insight, one connection and one person at a time. We bring together some of the greatest minds and ideas to take health care to its fullest potential, promoting health equity and accessibility. Work with diverse, engaged and high-performing teams to help solve important challenges.

  • All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter Policy

At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone-of every race, gender, sexuality, age, location and income-deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes – an enterprise priority reflected in our mission.

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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