Vice President of Operational Strategy – San Antonio, TX or Remote

Opportunities at WellMed, part of the Optum family of businesses. We believe all patients are entitled to the highest level of medical care. Here, you will join a team who shares your passion for helping people achieve better health. With opportunities for physicians, clinical staff and non-patient-facing roles, you can make a difference with us as you discover the meaning behind Caring. Connecting. Growing together.  

 

This position currently supports the provider contact center operations for WellMed and is responsible for creating and maintaining a culture of service excellence, inspiring and requiring staff to consistently deliver an exceptional customer experience. This position provides leadership, oversight and guidance for all operational functions within the Contact Center, in support of all delegation health plans and providers.  Responsible for strategic planning of resources, budget compliance, recruiting of new hires, contact volume management, etc., to ensure performance metrics, as defined by state and federal regulators and Senior Leadership within OptumCare, are met consistently. This position is responsible for the oversight of the team managing call technology to include the applications for forecasting, capacity planning, scheduling.  This leader collaborates with other leaders within Network Operations to ensure well thought through solutions are on the table impacting each team and oversees implementation as necessary.  

 

Responsible for staying abreast of current business and regulatory requirements and translating those into necessary training needs and process/policy development to ensure departmental compliance. Interacts with all levels of management, actively participates as the Contact Center leader and SME in a variety of forums, and is able to independently make critical decisions for the operation.

 

This role is located in San Antonio, TX. If you are located outside of San Antonio, TX, you will have the flexibility to work remotely* as you take on some tough challenges.

 

Primary Responsibilities:

• Works in a leadership capacity with members of Senior Leadership and support functions to effectively develop Contact Center business plans and execute on those plans effectively
• Responsible for optimizing the customer experience
• Maintains a well-trained, professional and loyal work force
• Oversees Contact Center operations to ensure performance metrics are met or exceeded in a consistent manner
• Collaborates with Network Operations leadership on solutioning across the department and implementation of solutions as needed
• Drives a service delivery culture that supports the mission of “changing the face of healthcare delivery for seniors”, by advocating continuous training, empowerment, creative problem solving, quality and productivity
• Drives compliance with regulatory processes and company policies and procedures
• Identifies and champions service improvement initiatives and innovation, while making it simple for the customer
• Initiates cross functional/departmental discussions and initiatives to remove barriers and improve communications and work flows
• Responsible for consistent data reporting and analysis to include but not limited to a dashboard and ad hoc reports
• Responsible for ensuring optimal technology and workplace solutions to improve employee productivity, quality, and service to the customer
• Responsible for preparation and oversight of departmental budget
• Performs all other related duties as assigned

 

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:

• 15+ years of progressive healthcare management experience in service operations 
• 10+ years of healthcare customer service experience 
• Proven strategic leadership experience in a large, fast-paced operation 
• Proven analytical skills with solid organization skills 
• Proven creative problem-solving skills 
• Demonstrated proficiency with Microsoft Office applications to include advanced Excel skills 
• Ability to oversee operations in a 24/7/365 operation
• Ability to travel 10%

 

Preferred Qualifications:

• 5+ of experience with senior managed care products 
• Bilingual (English/Spanish) proficiency 

 

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

 

The salary range for this role is $124,500 to $239,400 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.  

 

 

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.