Job Details
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.
The Government Programs Stars Quality team within UnitedHealthcare is accountable for achieving high quality performance across clinical, pharmacy, patient experience, health outcomes and operational metrics for Medicare, Medicaid, and dual special needs plans. As a Director of Medicare Quality, HPCS and RHP Measure Owner on the national Government Programs CAHPS, HOS and Ops team, you will be accountable for supporting existing initiatives and designing new approaches to improve customer service and health plan experience measures and embedding improvement strategies within existing customer service programs to improve results. You will work closely with Operations partners to understand priorities, monitor in-flight strategies, and define how cross team strategies can converge to produce maximum CAHPS results. Partnering closely with business leaders across the company you will serve as a subject matter expert on CAHPs and continuously work to improve existing product & operational processes to create a better member and provider experience, and in turn better health outcomes for our members. The position requires someone with strong performance improvement and analytical capabilities, project/program management discipline, experience collaborating across teams, leading within a matrixed environment, and a passion for delivering delightful customer experiences.
You’ll enjoy the flexibility to work remotely * from anywhere within the U.S. as you take on some tough challenges.
Primary Responsibilities:
- Synthesize and forecast industry trends, customer needs, competitive threats, survey insights, member experience best practices and internal and competitive performance to design industry-leading customer service and health plan improvement strategies
- Serve as a subject matter expert in CAHPS measure specifications, member pain points, survey strategy and business operations and metrics influencing CAHPs performance, with specific focus on following measures: Health Plan Customer Service and Rating of Health Plan (while understanding intersections across other CAHPS and quality measures)
- Establish strong relationships with relevant internal and/or external stakeholders (e.g., customer service operations; OptumRx, product, benefits, providers, Optum Health) to review survey insights, operational performance and identify opportunities for continuous improvement
- Maintain a clear and shared vision for experience management efforts, develop business requirements (e.g., goals, scope, budgets, roles, timelines, expected outcomes) and technical specifications (e.g., data definitions, reporting needs) for such efforts and manage project plans to track progress against well-defined program roadmap within scoped timelines and budget
- Oversee establishment and monitoring of measure related metrics and operational scorecards to assess overall effectiveness and performance of core customer service and health plan operations
- Develop and maintain executive-level presentations and reporting on team programs and capabilities for use both internally and externally, and ensure appropriate documentation of programs, workflows and reporting to ensure they are up-to-date and operationally efficient for a wide variety of stakeholders
- Identify and develop business case necessary to secure resources required to execute business strategies and lead team in presentation of data and recommendations to management to promote improvements in customer and plan experiences
- Lead within a matrixed organization to ensure programs and strategies are implemented and evaluated to drive superior CAHPS performance in measure domains
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 which includes experience in any of the following:
- Customer Service experience operations, transformation, and improvement
- Project management, stakeholder management
- Client service completing requirements gathering, design and implementation
- Management consulting in healthcare industry
- Operations and program management experience; implementing and monitoring new campaigns and channel partnerships
- Experience presenting program objectives, process, and performance in multiple settings
- Demonstrated consumer service orientation
- Experience working in a team-oriented, collaborative environment
- Intermediate or higher level of proficiency with Microsoft Word, Excel, Outlook, and PowerPoint
Preferred Qualifications:
- Experience with large customer service organizations, preferably within Health Care
- Experience with CMS Stars interventions, design, and implementation; preferably CAHPS/HOS focused
- Experience with Experience Design
- Knowledge of Medicare healthcare administrative data (medical claims, enrollment, provider data)
- Self-motivated and demonstrates an innate ability to absorb new concepts, technical frameworks, program paradigms while employing them creatively to solve complex analytical problems
- Demonstrated relationship building skills with internal and practice teams to drive goal alignment
- Logical and efficient, with keen attention to detail
- Ability to effectively prioritize and execute tasks while under pressure in a highly changing environment
*All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter Policy
California, Colorado, Connecticut, Hawaii, Nevada, New Jersey, New York, Rhode Island, or Washington Residents Only: The salary range for this role is $122,100 to $234,700 annually. Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. UnitedHealth Group complies with al 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.
UnitedHealth Group is a health care and well-being company that’s dedicated to improving the health outcomes of millions worldwide. We are... Read more