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The Associate Director of Provider Operations and Capabilities will be responsible for aligning with business leaders to support development of the C&S provider and ops strategic capability strategy, translating C&S provider and operational priorities into a capability and technology road map in partnership with Enterprise Teams, Shared Services, Health Plans, and Technology leadership. This role is critical to UHC's competitive differentiation in provider and member outcomes and to the financial success of our state health plans.
Key outputs of this role include: a C&S provider and ops strategic technology strategy, a prioritized road map that executes that strategy, end-to-end management of assigned capabilities from intake through delivery with support of a team of capability managers, and cross-functional partnership to ensure solutions meet business needs. This individual leverages internal data and market insights to monitor trends and inform specific C&S strategies. This individual is responsible for partnering with our Provider Operations, Network, United Clinical Services, C&S Clinical, Enterprise EMR platforms, Quality teams, and other cross functional teams to deliver C&S operational and technological projects. This position reports to and supports the Senior Director, Provider Operations and Capabilities and manages a team of senior managers that support delivering capabilities and projects.
You'll enjoy the flexibility to work remotely * from anywhere within the U.S. as you take on some tough challenges.
Primary Responsibilities:
- C&S Provider Satisfaction Measurement & Insights:
- Lead the team who coordinates and manages the C&S Provider NPS (Net Promoter Score) program, which includes administering the C&S Physician and Practice Manager and HCBS surveys across 25+ C&S markets, publishing data, synthesizing insights, and leveraging insights to drive measurable improvements
- Drive process reform to reduce administrative burden, improve response rate, and document improvements
- Capability and Technology Strategy and Reporting:
- Lead and own the provider and ops strategic capability teams under the Provider and Ops Strategic C&S portfolios
- Create and implement capability and technology strategies, including capital request development and support, that improve C&S experiences so providers and health plans can focus on what matters to them most: providing exceptional care and support to our members and providers
- Leverage internal and external resources to understand and translate knowledge on provider and care manager feedback/opportunities into actionable recommendations
- Establish strategy and drive organizational transformation as the C&S thought leader and subject matter expert (SME) for C&S provider and ops strategic capabilities
- Identify opportunities for increased efficiency, automation and usability with supporting business cases
- Collaborate with Senior Director to ensure capability strategies align to health plan priorities, goals, and feedback on provider or operational pain points; collaborate with Senior Director on decision making
- Partner with Clinical, Growth, Network, and Provider Operations teams to ensure business needs are effectively prioritized and achieved
- Develop and deliver high-quality, accurate reporting and content on-time for corporate deliverables tied to provider operations and/or capabilities
- Capability Management and Delivery:
- Manage Aha! requests from intake to assignment, including evaluating capacity, providing recommendations at intake, and supporting funding requests
- Build and prioritize road maps aligning capital spend, partnering teams, and deployment plans to ensure on-time, on-budget delivery of all assigned managed capabilities; proactively identify and mitigate risks, including backlog management
- Support Senior Director in consistently reinforcing defined cross matrix RACI accountabilities and established operating model for all assigned capabilities
- Create SOPs for standard capability delivery
- Perform vendor management (e.g., Burke, Azara, DataRaft, Epic/EPP, Turnberry) with clear requirements and disciplined processes to drive accountability
- Conduct journey mapping and design; communicate actionable strategies and road maps addressing touchpoints across the provider and care management journey
- Measure outcomes and drive closed-loop processes to implement experience improvements in partnership with functional teams
- Drive weekly/monthly performance analysis, insights, and optimization priorities
- Partner with internal and external design, development, and technology partners to deliver optimizations, enhancements, and foundations within C&S business objectives and budget
- Develop and deliver assigned content for assigned portfolio capital operating model - including Product Management Counsels (PMC), OWS & forecasting, Capital Committees, Portfolio Health Reviews, and new funding requests
- Support Senior Director in annual capital planning tasks for assigned C&S Portfolios
- Team Leadership:
- Serve as the Subject Matter Expert (SME) for the provider and ops strategic capability teams. Provide training, capability SME support, peer coaching, and guidance to capability team colleagues
- People Management:
- Manage and develop a team that delivers capabilities and projects, while investing in broader team collaboration and culture. Develop strong cross-functional relationships to meet business goals
- Team Investment / Culture:
- Exemplify team norms and actively participate in culture initiatives and team operating model activities
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 of experience in business management, operations, strategy, project and/or product management, including complex, cross functional initiatives with increasing scope and accountability
- 4+ years of experience in provider experience and/or provider operations, including areas such as claims/encounters, provider service model, provider partnerships and/or provider data
- 4+ years of experience supporting Medicaid and/or Dual Special Needs Plan (D SNP) programs
- 4+ years of experience in corporate reporting, data management and/or business reporting
- 4+ years of experience in team/people management
- Proven strength in cross functional collaboration, influence without authority, and driving shared priorities to measurable outcomes
Preferred Qualifications:
- Experienced collaborator and self-starter with demonstrated success working seamlessly across multiple stakeholders to drive programs and projects in a matrix environment.
- Proven excellent problem solving, planning and decision-making skills. Accurately scopes out projects, sets goals, develops schedules and resource assignments, measures performance, and evaluates results.
- Proven solid communicator; capable of effectively presenting ideas and selling concepts at different levels including front line staff and senior leadership; ability to conceptualize and effectuate change management and "out-of-the-box" thinking
*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 salary for this role will range from $112,700 - $193,200 annually 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.