Patient Services Director
: Job Details :

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. Here, you will find a culture guided by diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together. Our Division within Optum Insight partners with Quest Diagnostics to combine our unique expertise. As part of the growing family of UnitedHealth Group, we'll leverage our compassion, our talent, our resources, and experience to bring financial clarity and a full suite of Revenue Management services to Healthcare Providers, nationwide. If you're looking for a better place to use your passion, your ideas, and your desire to drive change, this is the place to be. It's an opportunity to do your life's best work. This role specifically supports Patient Services, a national function supporting Quest Diagnostics, including a patient service team of 400 team members, responding to 700k calls/month and processing $70M in transactions / month. You'll enjoy the flexibility to work remotely * from anywhere within the U.S. as you take on some tough challenges. Primary Responsibilities: Responsible for direct organization of approximately 400 revenue cycle employees performing patient-centric revenue cycle functions, including patient services and cash management, centered around an omni-channel contact center Build and maintain strong relationships with internal and external key business partners and leaders to ensure understanding of business strategies/plans and priority projects Execute all service level agreements - monitor and measure performance Develop relevant operational and technical strategies, programs, and plans to support various initiatives (e.g., cost containment, quality programs, projected resource needs) Provide service expertise to all partners to ensure priority projects, programs and strategies are implemented and maintained effectively, performance results are communicated, and issues are resolved according to business plan Develop and execute robust employee engagement strategies to lead and develop employees at all levels to effectively perform in a dynamic, rapidly evolving environment Facilitate regular meetings with appropriate business partners and clients to review and discuss performance reports, updates, and outstanding issues (e.g., scorecards, project implementation readiness, compliance and/or quality audit results, out-of-compliance issues, staffing issues) Analyze operational performance reports on relevant criteria (e.g., targeted financial metrics, quality indicators, performance guarantees and/or incentives) to determine overall effectiveness, make necessary changes and identify opportunities for new programs or program consolidation or expansion 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: 7+ years of Operations Leadership experience within a large complex matrixed environment 7+ years of call center leadership experience in a high volume, omni-channel contact center 5+ years of experience leading operations, reporting and forecasting in a regulated environment Experience managing a call center team (100+ resources) with a background in service delivery, action plan creation and implementation Preferred Qualifications: Solid business and financial acumen Proven ability to build relationships at all levels and cross-functionally to lead toward common goals Solid analytical skills; ability to quickly aggregate and analyze information and draw conclusions Demonstrate understanding of and adhere to relevant policies, procedures, and regulations and stay abreast of changes and/or updates in relevant policies, procedures, and regulations Demonstrated experience in preparing and presenting executive materials History of effective change management and solid communication skills *All employees working remotely will be required to adhere to UnitedHealth Group's Telecommuter Policy. California, Colorado, Connecticut, Hawaii, Nevada, New Jersey, New York, Rhode Island, Washington, Washington, D.C. Residents Only: The salary range for this role is $122,100 to $234,700 annually. Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. UnitedHealth Group complies with all minimum wage laws as applicable. 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. Application Deadline: This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants. 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.