Description

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

Primary Responsibilities:

• Act as the Operational Excellence and Innovation Advocate and Leader for the Portfolio aligned. Portfolio may be comprised of more than 1 business process/line of business.
• Work with Operating Leaders, and peers, to create strategies and programs aligned to internal and stakeholder client priorities
• Work with Operations Leaders to ensure key business metrics are meeting targets and performing best-in-class
• Identify improvement projects for metrics not meeting performance. Depending on the opportunity size, use appropriate process improvement methodologies such as Six Sigma, Lean, or Just Do IT approach
• Area of focus includes, but are not limited to the following metrics:
  
  • Contact Centers:
    
    • Operational NPS (post call survey), Average Handle Time, Quality, Transfer Rate, Shrinkage, Productivity, Contact Rate
  • Back Office:
    
    • Process Turnaround Time, Productivity, Process Quality
• Implement Statistical Process Controls / Control Charts on Key Metrics, to monitor performance trends
• Conduct process analyses, and assess opportunities for optimizations. Be able to understand what are the steps being done in the work, and assess opportunities to optimize and rationalize nonvalue-adding steps
• Create cost benefit analyses, for impact assessments and prioritizations
• Identify opportunities for business transformation, using automations/RPA, AI/ML, and similar technologies. Must be able to articulate business opportunity, and align appropriate capability to solve business problems
• Project Management responsibilities for the business portfolio aligned - manage project deliverables, timelines, costs, communications, and stakeholders. Should be able to consistently communicate progress of projects to stakeholders, and proactively seek help for bottlenecks, to ensure set timeline of projects are met
• Manage project teams, and sometimes, multiple projects teams when handling multiple projects at the same time
• Work with multiple global teams, in solving upstream opportunities identified in the projects
• Work with other functions to solve downstream opportunities identified
• Regularly presenting projects, updates, capabilities, and others, to internal and external stakeholders
• Creating project charters, project decks, presentations, that will showcase the projects, or for the purposes of providing update to internal and external stakeholders
• Be able to work in a fast paced environment
• Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regards to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so

#SSCorp

Required Qualifications:

• BA/BS degree related field and/or equivalent education and experience
• Six Sigma experience
• 2+ years of experience in process improvement, quality management, project management and/or business analysis
• Solid preference for healthcare and/or insurance industry experience
• Experience in driving analytics projects, using ML/AI/NLP technologies will be an advantage
• Understand the metrics used to measure performance
• Intermediate skills in MS Excel and MS PowerPoint
• Proven ability to be multifunctional, to work with appropriate departments for the development of reporting needs and educational / staff development needs.
• Proven excellent customer service skills.
• Proven excellent written, verbal and presentation skills.
• Proven ability to work independently and be self directed while still supporting the team as a whole
• Demonstrated ability to communicate ideas clearly and concisely and to ability to facilitate meetings
• Proven excellent time management, organizational, and prioritization skills and ability to balance multiple priorities
• Proven solid stakeholder management skills

Preferred Qualifications:

• Black Belt experience or Green Belt Certification
• Experience in Enrollment, Billing and/or Reconciliation
• Proven skills in MS Access, Visio, Minitab

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.