Director, Military One Source, Vendor Partner Management – Remote

For those who want to invent the future of health care, here’s your opportunity. We’re going beyond basic care to health programs integrated across the entire continuum of care. Join us to start Caring. Connecting. Growing together. 

It’s time for us to talk because at UnitedHealth Group, there’s never better time to lead. Healthcare is changing and evolving at a pace that few could have predicted. Technology, ideas, and bold vision are taking companies like UnitedHealth Group to new levels of performance. They can help you bring your impact to a whole new level. As a Director of Vendor Partner Management for Military OneSource (M1S) you’ll lead the M1S Optum Behavioral Health network program dedicated to providing Emotional Wellbeing Solution (EWS) services to the military community.

This role manages all aspects of the M1S program delivered by EWS and through partnership with vendor partners and other Optum businesses.  The program has components of direct service delivery of Non-medical counseling (NMC), management of vendor partner service delivery, network development, participant facing group webinars, data and reporting requirements, technology development and management, and quality management.  Central to the success of the program is not only exceptional care delivery and provider satisfaction, but the ability to work in a highly matrixed environment and in partnership with other Optum business units. This role is responsible for resolving issues that may negatively impact the service and/or financial results for all components of this complex program. This role is accountable for the governance of operations management/staffing and outcomes of this program for services delegated to Optum Behavioral Health, including but not limited to an internal network of Non-medical counselors (NMC) and an external provider network of NMCs.

This role includes leadership and oversight of the following areas: 1) Driving analytics ensuring staffing models meet the supply and demand 2) Tracking and oversight of Partners; 3) Evaluating effectiveness of Partners in collaboration with Enterprise Sourcing & Procurement (ES&P), Optum Serve Vendor Management and other internal teams; 4) Leading remediation and escalation efforts of our partners concerning staffing shortfalls; 5) Ensuring service model enhancements /communication occurs across all partners are accounted for across all business plans and 6) Continuous evaluation of financial performance to potentially grow or shrink our existing vendor footprint through our contracting process End to End.  7) Strategic relationship development and ownership with Optum Serve partners who are responsible for the program with the Federal Government. 8) Analytic review and driving of innovative solutions across business units, partners and businesses to meet the evolving needs of the client.

Central to EWS is accomplishing the objectives above with teamwork inspired by a culture of innovation, curiosity, and collaboration.

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

Primary Responsibilities:

• Support and measure operational performance for inbound/outbound participant service function through internal and external vendor partners
• Manage performance and results of overall operations for program. Determine performance objectives/metrics and define tools to measure progress and ensure consistent achievement of business objectives
• Proactively initiate and drive change in processes, tools and capabilities that increase operational efficiency and effectiveness
• Understand and anticipate the behaviors and needs of consumers and customers. Collaborate with leaders to develop strategies and tactics that simplify and improve the staffing models that drive the best-in-class consumer experience. Support Complex service model by driving initiatives that integrate a consumer-focused service model
• Leverage and grow strategic capabilities to gain labor arbitrage and superior contact management capabilities, ensuring partner compliance with recruitment and learning processes
• Manage multi-year strategy and day to day operations oversight to ensure services are provided meeting SLAs for participants worldwide and services which cover a national footprint of licensed counselors.  Understand and anticipate the behaviors and needs of consumers and customers; collaborate with the Vice President and leadership team to develop strategies and tactics that drive efficiencies meeting all staffing requirements
• Consistently achieve key performance metrics and financial objectives including review and approval of financial statements, invoicing, and overall finance outcomes for the program including vendor management
• Leverage advanced analytics to drive targeted service strategies to improve operational results and regulatory/quality outcomes
• Analyze and identify trends for internal and external use and provide data and information to appropriate business owners for improvement activities that foster a climate of superior customer service
• Build and foster relationships within a matrix organizational structure to proactively resolve issues, drive efficiencies and champion effective partner strategies. Build deep advisory relationships with senior leaders across Optum
• Maintain effective communications with all levels of management that foster a collaborative atmosphere. Work effectively with other departments to ensure workflow issues are actively addressed
• Participate in site visits, virtual and telephonic meetings, as appropriate and requested.  Effectively present NMC activities and initiatives including any requests for presentations to Federal Government officials
• Ensure programs developed represent the specific lifestyle and needs of the military family and ensure the voice of the participants is used in development of programs
• Provides NMC subject matter expertise and consultation to other departments as needed
• Participate in Vendor RFPs as a subject matter expert
• Some travel may be required

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:

• 5+ years operations, industry, program management, or equivalent experience as an associate director or higher level
• Experience creating and delivering executive level presentations
• Experience leading a team
• Experience with vendor management
• Prior military service/military family member and/or solid familiarity with military culture and command structure
• Ability to obtain and maintain a suitability or determination of eligibility for a Confidential/Secret or Top Secret security clearance
• Demonstrated success in strategic decision making which includes stakeholder sign off
• Proven ability to translate business strategies into clear objectives 
• Proven solid communication, problem solving and analytical skills
• Proven solid, independent decision-making ability and negotiation skills
• Proven ability to manage and drive multiple and competing priorities
• Proven aggressive process and project management ability
• Proven history and track record of successfully leading large change management initiatives
• Proven ability to work with a culturally and geographically diverse population 
• Ability to prove US Citizenship and must speak fluent English

Preferred Qualifications:

• Six Sigma Black-Belt
• 3+ years of healthcare experience
• 3+ years of project management experience
• Experience managing monthly financials
• Demonstrated broad capabilities including strategic planning, experience design and deployment, and financial analysis
• Ability to speak fluent Spanish

Competencies and Best Practice for High Performers

• Anticipates emerging customer trends/needs and provides solutions
• Demonstrates passion and intensity for the customer experience
• Operational/Business/Industry knowledge
• Financial Acumen
• Strategic Planning

Common Language of Leadership Practices – HIGH SORT

• Engaging with Leaders
• Facilitating Execution Plans
• Assuring Results
• Growth Mindset
• Collaborating

*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, or 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: OptumCare is an Equal Employment Opportunity/Affirmative Action employers 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.   

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