EHR IT Service Delivery Lead – 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 inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together.  

An IT Service Delivery Lead (SDL) will help create and foster a culture of diversity & inclusion and must be a self-motivated individual with exceptional communication and interpersonal skills with the ability to work well in team environments.

An IT SDL is assigned to a single Market Performance Partnership (MPP) IT delivery team and is responsible for overseeing the end-to-end delivery of various IT services across our healthcare partner organization.  This position will report to an IT Delivery Lead (IDL) that represents a functional domain area of IT.  The role will focus on managing relationships with middle to senior partner leaders to ensure seamless delivery of technology systems within their IT services focus area.  The IT Service Delivery Lead will help support our MPP partner organization through ideation of innovative IT solutions, requiring a blend of customer relationship management, requirements gathering, solid communication skills, and in-depth knowledge of healthcare IT environments.  The SDL  will also ensure robust delivery by managing escalations and providing direction for shared service teams to overcome hurdles and deliver in accordance with the MPP partner’s expectations and contracted requirements.

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

Primary Responsibilities:

• Lead the design, implementation, and continuous improvement of IT service delivery processes, ensuring that IT services meet the specific needs of healthcare practitioners, administrators, and patients
• Ensure timely resolution of IT issues in a 24/7 healthcare environment, minimizing downtime and disruption to patient care
• Collaborate on IT service level agreements (SLAs) tailored to healthcare standards, ensuring alignment with operational objectives
• Act as a primary point of contact between the IT department and key healthcare stakeholders, including physicians, nurses, administrators, and external vendors
• Understand the unique challenges faced by healthcare providers and translate these into effective IT solutions that improve workflows, clinical outcomes, and patient satisfaction
• Work closely with clinical leaders to identify opportunities for technology-driven improvements in patient care and operational efficiency
• Participate in the incident management processes, ensuring swift resolution of critical IT issues (e.g., EMR downtime, network failures) and maintaining high availability of systems that support patient care
• Participate in root cause analysis for recurring issues, identifying opportunities for process improvements and long-term solutions
• Help ensure all IT services and systems comply with healthcare industry standards, including client specific policies and rules
• Lead initiatives to maintain data security and patient privacy, including regular audits, risk assessments, and security updates
• Work with the healthcare compliance team to ensure all technology systems meet the organization’s legal and regulatory requirements
• Support and/or guide IT service delivery-related projects, ensuring they are completed on time, within budget, and with minimal disruption to patient care or clinical operations
• Collaborate with clinical and non-clinical departments on technology adoption, training, and change management efforts
• Manage relationships with third-party IT vendors, ensuring that outsourced services meet the required standards and contractual obligations
• Oversee vendor performance and escalate issues to ensure swift resolution
• Works within both partner and Optum supply chain to ensure proper and timely procurement for services, items and renewals
• Evaluate reports on service performance, incident resolution times, and system uptime, providing insights to senior leadership on IT service quality and efficiency
• Use data to proactively identify areas of improvement and ensure that the IT service delivery model aligns with the organization’s strategic goals

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:

• 8+ years of experience in IT service delivery management
• 4+ years in a healthcare IT environment
• 3+ years of experience with Electronic Medical Records (EMR)
• 2+ years of experience managing IT service delivery teams and large-scale healthcare IT projects
• 2+ years of ITIL or other service management frameworks
• Experience with healthcare regulations (HIPAA, HITECH) and industry best practices for patient data security and privacy

Preferred Qualifications:

• Advanced degree, an MBA or master’s degree in information assurance/technology, health administration, data science or healthcare
• Certifications such as ITIL, PMP, or relevant healthcare IT certifications
• Experience influencing, problem solving and negotiation skills
• Experience managing delivery teams within budgeted targets
• Delivery of results in a highly matrixed reporting structure
• Proven excellent communication and interpersonal skills, with the ability to work effectively with clinical and non-clinical staff, middle to senior level leaders, as well as external vendors
• Proven problem-solving mindset with a focus on continuous improvement

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

The salary range for this role is $89,800 to $176,700 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.