Consumer Experience Director – 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. 

 

Optum Serve (OS) is Optum and UnitedHealth Group’s (UHG) enterprise-level federal business. The OS Consumer Relations Specialist is responsible for leading customer experience through strategic development and implementation of the OS External Stakeholder Engagement plan. The individual in this role will work in close collaboration with OS business and clinical executives, senior military service officers, senior veteran leaders and other partners, to support OS client understanding and enable federal and state government clients to deliver on their mission. This role requires a deep understanding of military and veteran consumers of healthcare and aims to boost OS customer engagement, satisfaction, and loyalty.

 

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

 

Primary Responsibilities: 

• Initiates, organizes and leads Chief Executive Officer (CEO) and other Optum Serve (OS) leaders through engagement opportunities with senior executives from Veteran Service Organizations (VSO), Military Service Organizations (MSO), and other partners, including agenda development, identification of appropriate participants, information assimilation and follow-up
• Through executive relationships with external partner leaders, gathers and analyzes feedback from customers to identify areas for improvement and drive continuous enhancement of customer service practices
• Sets strategic vision, builds and executes an External Stakeholder Engagement Strategy to ensure that OS is partnered and engaged with the highest leaders from key VSO, MSO and other partners to boost understanding of the customer, leading to improved products and programs.
• In partnership with External Affairs, prepares senior leaders for congressional testimony, assists with congressional relationship building and makes high level introductions to veteran and military industry leaders
• Through existing and new relationships built through continuous survey of the environment, develops and maintains strong relationships with VSO, MSO, government-aligned support organizations, government agencies, congressional stakeholders, and partners to ensure their needs and expectations are met
• In collaboration with Marketing, provides expert advice, recommendations and content creation, serving as a trusted resource for both internal teams and external partners due to subject matter expertise in veteran and military health and experiences
• Enhances transparency through regular internal communication updates regarding the build and execution of External Stakeholder Engagement efforts, coordinates and directs meetings to ensure the right internal and external leaders are involved in discussions about stakeholder engagement, facilitates collaboration among internal teams to align efforts and ensure cohesive execution of engagement strategies, and ensures timely and accurate sharing of information within the organization to support strategic decision-making related to veteran and military health topics

 

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: 

• 10+ years of experience working closely with Military Service Organizations and Veteran Service Organizations
• Proven experience in customer relations, preferably within military and veteran healthcare sectors
• Experience with Congressional stakeholders and processes
• Solid understanding of military and veteran processes and healthcare needs
• Proven established relationships within military and veteran communities and agencies, including but not limited to the Department of Veterans Affairs and the Department of Defense
• Demonstrated success in accessing and influencing senior level and/or C-Suite clients, sophisticated customers, channels, consultants, and/or business partners in a highly matrixed organization 
• Willing or ability to travel up to 25%, depending on home location 

 

Preferred Qualifications:

• 5+ years of experience in healthcare operations, strategy or consulting
• Experience in content creation and review
• Proficiency working in a matrix environment, with demonstrated ability in systems thinking and enterprise insight to solve complex business problems
• Knowledge of Lean Six Sigma or other process improvement methodologies
• Proven excellent communication and interpersonal skills
• Proven high degree of initiative, judgement and discretion
• Demonstrated ability to analyze data and provide actionable insights
• Based in Washington DC, VA or MD

 

*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.   

 

 

OptumCare  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. 

 

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