Senior Business Operations Coordinator

At UnitedHealthcare, we’re simplifying the health care experience, creating healthier communities and removing barriers to quality care. The work you do here impacts the lives of millions of people for the better. Come build the health care system of tomorrow, making it more responsive, affordable and equitable. Ready to make a difference? Join us to start Caring. Connecting. Growing together.

 

Positions in this function include those responsible for a variety of functions related to the general management and general business operations across the company and its businesses.

Positions in this function include those responsible for providing process and operational support to the functions within Business Operations Family. Positions in this function may also be responsible for quality reporting, analysis and audits, and for developing plans and programs to support continuous quality improvement using applicable tools.

 

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

  

Primary Responsibilities:

• Extensive work experience within own function
• Work is frequently completed without established procedures
• Works independently
• May act as a resource for others
• Applies knowledge/skills to a range of moderately complex activities
• Demonstrates great depth of knowledge/skills in own function
• Sometimes acts as a technical resource to others in own function
• Proactively identifies solutions to non-standard requests
• Solves moderately complex problems on own
• Works with team to solve complex problems
• Plans, prioritizes, organizes and completes work to meet established objectives
• May coordinate work of other team members
• Gather information (e.g., emails; phone calls) from vendors and business partners regarding requests for services or key issues to be addressed (e.g., field phone calls and emails)
• Create service tickets to be escalated to appropriate partners (e.g., business areas; senior leadership)
• Remain aware of, identify, and/or communicate performance discrepancies that may present opportunities for improvement or problems to be addressed
• Maintain relevant operations information (e.g., SOPs; policies and procedures; process changes; problem resolution steps) within appropriate tracking and documentation systems
• Monitor and/or report performance against contract service deliverables and/or Service Level Agreements (SLAs) with internal and/or external partners (e.g., clients; CMS; vendors)
• Conduct process mapping to define new business processes and/or identify potential failure points in existing business processes
• Ensure reports and operational tasks are completed within stated deadlines and follow set policies and procedures
• Demonstrate understanding of relevant computer systems and platforms (e.g., Pega System; CRM systems; reporting systems; financial systems; company shared drives; Knowledge Library)
• Demonstrate understanding of relevant software applications (e.g., SharePoint; MS Office; World Track)
• Demonstrate understanding of standard operating procedures, policies, and processes and how those impact business partners’ operations
• Review relevant materials (e.g., internal reports) in order to remain aware of internal and/or external information or events that impact business operations (e.g., global affairs; seasonal operational levels)
• Demonstrate understanding of relevant federal and state regulatory guidelines (e.g., CMS)
• Demonstrate understanding of process mapping tools and methodologies (e.g., Visio)
• Demonstrate understanding of relevant quality tools and methodologies (e.g., Pareto charts; SPC/Control charts) 
• Participate as a subject matter expert on teams or projects involving business operations
• Identify key internal stakeholders needed to identify root cause of problems and/or develop action plans
• Provide input into and/or create supporting documentation (e.g., project plan; presentation materials) for special projects
• Communicate (e.g., email; verbal; PowerPoint presentations) proposed project plans and impacts to affected stakeholders
• Provide information, assistance, and/or oversight to facilitate project implementation
• Perform internal quality control checks to ensure accuracy of work (e.g., data entry; reporting; quality errors)
• Perform initial audits of systems and data to ensure policies and procedures are being followed (e.g., set-up; confirmations)
• Conduct investigations and/or submit documentation following internal and external policies, procedures, or requirements (e.g.,CMS)
• Make appropriate corrections to identified discrepancies (e.g., incorrect dates; data errors) within the scope of authority
• Communicate data and results to key stakeholders (e.g., senior leadership) using internal procedures and documentation
• Conduct root cause analysis (e.g., 5 Why analysis) on performance metrics (e.g., error trends; turnaround time; volume per hour; average handle time) to establish remediation tactics and identify opportunities for quality and process improvements
• Work with relevant business partners (e.g., IT) to plan and implement recommended enhancements and improvements
• Seek input from internal and/or external stakeholders to identify opportunities for process or system improvements (e.g., ask questions; survey customers)
• Provide assistance and coaching to internal and/or external stakeholders on the use of systems and/or interpretation of reports
• Document procedures and processes to be used by internal and/or external stakeholders
• Submit and/or obtain approvals necessary to provide business partners with needed resources (e.g., access to reports)
• Demonstrate understanding of and adhere to relevant business partners’ policies, procedures, and processes
• Maintain awareness of, assess, and/or communicate the impact of operational changes and procedures on internal and/or external stakeholders

 

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
• 3+ years of relevant experience in the field of LTSS (long term supports and services)
• Must be able to work Monday – Friday, 8 – 5 pm MST

 

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

Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer 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 us, you’ll find a far-reaching choice of benefits and incentives. The hourly pay for this role will range from $17.74 to $31.63 per hour based on full-time employment. We comply with all minimum wage laws as applicable

 

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. 

#RPO