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The Director of the Assistance Capability is responsible to drive capability vision, strategy, roadmap and delivery of Assistance Services across the Global Solutions portfolio as well as externally on an access basis.  This includes oversight of all operational activities and responsibility for leading a highly engaged 24/7 workforce consisting of clinical and non-clinical functional teams to effectively and efficiently execute against member, customer and business goals.  In this position, the Director will analyze data and metrics to evaluate and direct operational activities to meet customer and capability expectations; as well as ensure regulatory, industry and UHCG’s Enterprise standards are met.
The Director collaborates across functional units, with internal stakeholders and external customers, to coordinate comprehensive and appropriate case management in a timely and fiscally responsible manner.   The position will execute on strategies to ensure high quality clinical and customer service (NPS) performance is achieved at a break-even rate.
Primary Responsibilities:
• Serve as Director of Clinical/Non-Clinical Assistance Operations, managing multiple teams that provide the ongoing delivery of programs and services including: Clinical Leads and Nurses, Global Care Coordinators, Provider Payments, Healthcare Navigators, Travel Express, and Client Success
• Provide leadership to and be accountable for the performance and results of the 24/7/365 Assistance Operations staff.  Lead and develop people, bringing in the right talent, fostering teamwork, inter-departmental collaboration, and employee engagement.  Lead talent management efforts and provide coaching, leadership and succession planning
• Own all ongoing operational metrics, clinical outcomes, accreditation compliance and financial commitments.  Develop action plans, monitor progress against plans, identify and prevent service quality issues.
• Ensure Quality Management standards are upheld to certification standards and changes are integrated in a timely fashion
• Deliver capability services within budgetary constraints through evaluation staffing ratios, agency usage, or level of position to effectively manage labor expenses.  Manage and communicate operational costs to develop internal allocations and external pricing for the Assistance capability
• Owns the Assistance capability holistically; Follows trends and anticipates what is happening in the market to inform capability development and customer story that is grounded in data; Works with market leaders and clients to gather required features and services needed and translates into concrete operational processes and measurement plans
• Develop and maintain Assistance assets as needed to deliver quality service and outcomes including the Assistance specifications, case management system, and intelligence services from HCI.  Act as the Product Manager for the Case Management System developing requirements and capital requests as needed to support the continual development of the capability
• Works cross functionally with organization stakeholders such as IT, Quality, WFM, HR, Finance, BPE and others to obtain buy in, and support strategies for the Assistance capability
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:
• Bachelor’s degree or equivalent experience
• 7+ years of leadership management in service delivery or customer service
• 5+ years of experience managing clinical/non-clinical operations
• 5+ years of experience managing Emergency Response services
• Full COVID-19 vaccination is an essential requirement of this role. Candidates located in states that mandate COVID-19 booster doses must also comply with those state requirements. UnitedHealth Group will adhere to all federal, state and local regulations as well as all client requirements and will obtain necessary proof of vaccination, and boosters when applicable, prior to employment to ensure compliance
Preferred Qualifications:
• 3+ years of product management and development
• Managing in an Emergency Response service environment internationally
• Ability to drive excellence, change and build a culture of accountability
• Demonstrated ability to provide oral briefings up to and including senior leadership & executive level
• Demonstrated interpersonal skills to work effectively in a team environment and maintain a professional and positive manner
• Excellent verbal, written communication/presentation skills for wide variety of audiences, able to multi-task and (re)prioritize effectively
Common Language of Leadership Practices:
• Uncertainty and Ambiguity Comfort:  Assess degrees of uncertainty and ambiguity related to key challenges.  Use probability thinking and language to communicate ambiguity.  Make ambiguity and uncertainty easier for others. Work to decrease ambiguity and uncertainty for others.  Help others with the anxiety of ambiguity
• Resilience and Resourcefulness:  Anticipate and prepare for adversity. Rebound quickly in reaction to adversity.  Use multiple adversity coping strategies. Maintain calm and focus under pressure.    Build a personal stress support network
• Conflict Management and Agility:  Anticipate conflict.  Develop and use diverse conflict-resolution techniques.    Be adaptive in the face of conflict. Follow up to assure resolution.    Work for a positive contribution from expected and reasonable conflict
• Motivating and Influencing:  Understand what moves people to change.  Deal with people individually and teams one at a time.   Use adaptive and adjustive techniques matched to individual needs. Develop and use multiple techniques and approaches.    Seek to inspire and motivate by appealing to values, ideals and needs
• Managing Teams:  Assemble aligned talent.   Communicate clearly.  Create team accountability. Use best practice teaming processes.   Establish a collaborative culture. Debrief team successes and failures.
To protect the health and safety of our workforce, patients and communities we serve, UnitedHealth Group and its affiliate companies require all employees to disclose COVID-19 vaccination status prior to beginning employment. In addition, some roles and locations require full COVID-19 vaccination, including boosters, as an essential job function. UnitedHealth Group adheres to all federal, state and local COVID-19 vaccination regulations as well as all client COVID-19 vaccination requirements and will obtain the necessary information from candidates prior to employment to ensure compliance. Candidates must be able to perform all essential job functions with or without reasonable accommodation. Failure to meet the vaccination requirement may result in rescission of an employment offer or termination of employment.
Careers with UnitedHealthcare. Let's talk about opportunity. Start with a Fortune 5 organization that's serving more than 85 million people already and building the industry's singular reputation for bold ideas and impeccable execution. Now, add your energy, your passion for excellence, your near-obsession with driving change for the better. Get the picture? UnitedHealthcare is serving employers and individuals, states and communities, military families and veterans where ever they're found across the globe. We bring them the resources of an industry leader and a commitment to improve their lives that's second to none. This is no small opportunity. It's where you can do your life's best work.(sm)
Colorado, Connecticut or Nevada Residents Only: The salary range for Colorado residents is $97,300 to $176,900. The salary range for Connecticut / Nevada residents is $97,300 to $176,900. Pay is based on several factors including but not limited to education, work experience, certifications, etc. 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.
*All Telecommuters will be required to adhere to UnitedHealth Group’s Telecommuter Policy.
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.
Location/Region: Tampa, FL (33646)