Client Service Delivery Manager - 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 diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together.

The Client Service Delivery (CSD) team is a client-facing team that partners with Account Management and Operations to support and drive the success of clients' retrospective chart review programs. The CSD Manager is a client-facing role responsible for supporting the operational execution for specific client projects and program across Medicare Advantage, ACA, and Medicaid programs. Role includes project management, client performance accountability, and matrix team coordination. The Manager will be expected to independently manage his/her own book of clients, embody solid communication skills (written and verbal) and organization skills, use analytical skills to draw insights, have a spirit of curiosity and resourcefulness to meet client and project needs with limited supervision.

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

Primary Responsibilities:

• Client Program Management:
  
  
  
  • Partner with cross functional operational partners, and clients to develop operational plans and strategies
  • Attend weekly meetings with assigned clients to present/communicate end to end strategic program plans and performance updates, key metrics, needed client action items, key operational plans, impacts, and corresponding deliverable dates; document and respond to client communications
  • Actively drive operational execution: including project plans, key deliverables, and identify escalation points
  • Review production reports to identify risk to meeting business objectives and compliance with client service level agreements
  • Assist with issue escalation resolution
  • Communicate complex operational process solutions and/or training within a given complex operational process.
  • Coordinate with account executives, clients, operations, and leadership to support and design a program strategy for client goals
  • Provide inputs to client forecasting and goal setting
  • Operational forecasting and capacity planning inputs
  • Provide system and process training to clients as needed
  • Deliver, analyze and draw insights from reporting and metrics for weekly client meetings and materials for client program kick-off, client end-of-program and client quarterly business reviews
  • Manage multiple chart review projects with end-to-end operational partners to ensure project goals are met within expected timeframes
  • Meet with operational partners to review program progress to goal as well as join ad hoc meetings
  • Partner with operational partners in identifying and resolving risks to meeting business objectives and developing remediation as appropriate
  • Seek opportunities to improve operating efficiencies/effectiveness within client, vendor and operational processes
  
  
  
  
• Critical Success Factors:
  
  
  
  • Able to apply critical thinking skills to adapt during interface with clients
  • Able to process business needs and develop solutions
  • Able to work in a matrix environment to drive efficiencies through influence
  • Constantly seek ways to improve job and operational efficiency and makes suggestions as appropriate
  • Able to work independently
  • Able to meet deadlines
  • Able to problem solve
  
  
  
  

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:

• 3+ years of experience in a client service delivery role or client-facing operational role including gathering requirements from the client / business and documenting
• 3+ years of experience in coding, retrievals, submissions, or other chart review related or similar programs (e.g. HEDIS, IOA)
• 3+ years of experience in gathering requirements from the client / business, and documenting those
• 2+ years of experience with Project Management
• 2+ years of experience working with business operations
• Proficient in MS Office (including Word, Excel, and PowerPoint)

Preferred Qualifications:

• Risk adjustment experience
• Proven solid communication and organizational skills

*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.