Supervisor Case and Care Delivery – National Remote

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.

The World Trade Center Health Program (WTCHP) was established within the Department of Health and Human Services’ Centers for Disease Control and Prevention (CDC) as a result of the James Zadroga 9/11 Health and Compensation Act of 2010. The WTCHP is a limited benefit health program, meaning that treatment is covered for only specified health condition(s) resulting from exposure to airborne toxins, hazards, or other adverse conditions arising from the September 11, 2001, terrorist attacks. The WTCHP provides medical monitoring, screening, and treatment for responders and survivors of the September 11th, 2001, terrorist attacks. As a Clinical Center of Excellence (CCE) vendor for the WTCHP, William Street Clinic & support staff are responsible for identifying and validating diagnosis for members with covered health conditions and determine relation to a member’s 9/11 exposure and facilitating certification through the Program in order for a member to receive treatment and/or other benefits of the WTCHP. The Case and Care Delivery team is responsible for the clinical review and service rendering, certification status and review, and a large portion of the benefit administration of the member cohort. This includes understanding the range of conditions covered including mental health, aerodigestive disorders, and cancer. The CCE is responsible for administration of enrollment or transfer assignment into the CCE, counseling benefits, initial evaluation, medical monitoring, and care management of covered health conditions for eligible individuals through diagnostic and treatment services. Treatment services include physician visits, tests, procedures, medical devices, pharmacy benefits, case management, care coordination, health education, and social benefits counseling. The CCE works as a clinical consortium with cohort-specific standardized medical monitoring protocols, shared diagnostic and treatment guidelines and multiple opportunities for communication with WTC Health Program staff and each other to calibrate medical and member benefits across practice sites.

Responsible for the overall performance, productivity, development, and guidance for Case Care Coordinators, Certification Specialists, & Medical Health Questionnaire Specialists. Assists in day-to-day operations management of the WSC CCE to ensure the Case & Care Delivery team objectives are fulfilled per the various contract & quality requirements. Cultivate relationships within Optum Serve operational and administrative departments, other program partners, customer (CDC) and vendors for the purpose of maintaining and improving overall performance strategies that will maximize the strengths and abilities among the Case & Care Delivery team to meet and exceed the goals of the program.

This position is full time (40 hours/week) Monday – Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 7am – 5pm CST. It may be necessary, given the business need, to work occasional overtime.

We offer weeks of paid training. The hours of training will be based on your schedule or will be discussed on your first day of employment.

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

                                            

Primary Responsibilities:

Team Management and Staffing Responsibilities:

• Administer department policy and procedures to include: handling employee issues, monitoring PTO, timesheet approval, interviewing, performance evaluations, goal setting, oversight of new hire orientation and professional growth development as applicable
• Directly responsible for hiring and retaining staff, employee development and coaching, administering performance appraisals, and providing guidance and feedback to direct reports
• Address performance concerns through coaching and if necessary, corrective action
• Manage employee time off requests, overtime, FMLA leave, schedule changes and all other personnel issues

Operational Activities and Work Volume Responsibilities:

• Manage fluctuations in daily workflow by making staffing adjustments as necessary to manage task and appointment volumes, meet MBO deliverables and contract performance measures.  Inclusive, but not limited too completion of department tasks within five business days from start date, reassigning scheduled appointments to mitigate reschedule and member impact in the event an employee is unable to complete their appointment
• Accountable for the productivity and quality performance of non-clinical roles
• Proactively pursue resolution of technical problems and upgrade requests for internal and external systems
• Work collaboratively to provide input on process improvements and efficiencies to support the contract and participate in the implementation
• Accurately complete daily, weekly, monthly, ad hoc reporting requirements
• Assist in managing the appropriate Case Management e-mail inbox’s including responding to inquiries and requests in a timely fashion
• Support, collaborate, and prioritize training and quality requirements with the training and quality team
• Create, manage, and implement Document Management System (DMS) processes, procedures, work instructions, and any other controlled documents
• Certification monitoring including daily confirmation and expedite requests

Customer Interaction:

• Investigate and fully articulate plan of action and chain of events to internal and external customer inquiries or concerns
• Establish and maintain effective working relationships with the CDC across all channels of communication
• Attend internal and external meetings or forums that impact Case & Care Delivery team

                                            

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:

• High School Diploma / GED or equivalent work experience
• Must be 18 years of age or older
• 4+ years of similar of related work experience with 2 years of demonstrated leadership experience in a corporate setting
• Experience with Hiring and interviewing processes
• Experience with Delegation of workload and staffing
• Experience with Performance management
• Equivalent combination of education, experience and/or applicable military experience will be considered
• Proficient computer skills including Microsoft Office Suite programs including Word, Excel, Outlook, OneNote, and Teams
• Problem-solving skills, time management and organizational skills, ability to multi-task while working in a fast-paced environment and analytical skills
• Written and verbal communication skills with attention to detail; ability to communicate and coordinate effectively with staff and employees at all levels within the company and external customers
• Ability to work full time (40 hours/week) Monday – Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 7am – 5pm CST. It may be necessary, given the business need, to work occasional overtime

                                         

Preferred Qualifications:

• National Career Readiness Certificate
• 3+ years of demonstrated people leader experience
• ISO experience/knowledge

                                         

Telecommuting Requirements:

• Ability to keep all company sensitive documents secure (if applicable)
• Required to have a dedicated work area established that is separated from other living areas and provides information privacy
• Must live in a location that can receive a UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet service

                                         

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

                                         

The hourly range for this role is $49,300 to $96,400 annually based on full-time employment. 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.

                                         

                                         

UnitedHealth Group is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.

                                         

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

                                         

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