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RN Call Center Manager - Remote
UnitedHealth Group     Denver, CO 80238
 Posted 29 days    

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 Quality Program Manager for the Patient Navigator program will be directly responsible for the day to day operations of a virtual call center, serving all care delivery organizations across Optum Care. As a leader on the Optum Clinical Performance Quality team, you will be part of UnitedHealth Group's mission of helping people live healthier lives.

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

**Primary Responsibilities:**

+ Accountability for the business operational functions of a 20+ associate call center focused on assessment, education, and support for the patients of our care delivery organizations (CDOs) in Optum Care

+ Serves as a supervisor and role model for the patient navigator team and mentors new employees to the team as necessary. Provide direction, development, and support to supervisor level associates.

+ Oversees the implementation of new CDO clients to the program inclusive of developing care transition processes and community resource directories specific to each market, in partnership with multiple teams in the CDO including quality, clinical services, and service centers

+ Works collaboratively with internal quality leaders from the Member Experience (CAHPS/HOS) and performance pod management teams to manage the CDO client relationship

+ Works collaboratively with payer program leaders and teams to create an integrated experience for the patient

+ Serve as a subject matter expert for CAHPS/HOS quality survey measures and Medicare Star Ratings for the Patient Navigators and for CDO clients

+ Create and maintain monthly dashboard/report for each business supported providing a status of key program compliance indicators for CAHPS/HOS

+ Adapts departmental plans and priorities to address business and operational challenges

+ Accountable for uniform and consistent application of clinical processes / workflows within team and books of business, as well as effective implementation and management of all workflows with CDO and payer

+ Provide subject matter expertise, coaching, and training to other Optum teams implementing similar programs using contracted resources, as needed

+ Support program growth and efficiency through participation in operational projects to drive efficiency such as selection of a call center documentation platform, dialer systems, and additional communication methods including IVR, text, and email

+ Support organizational growth by evolving the management structure for the Patient Navigator team, which is expected to grow year over year

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

+ Active RN license

+ 3+ years of health industry experience and/or in a large complex matrixed organization experience

+ 3+ years of program management and/or operational experience managing significant and complex projects

+ 3+ years of call center management

**Preferred Qualifications:**

+ Experience in project management

+ Working knowledge of CAHPS/HOS and Medicare Stars

+ Experience working virtually, and managing a virtual team

+ Bi-lingual English/Spanish

+ Solid team building, collaboration, and motivational skills

+ Ability to work Central Standard working hours

*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 $88,000 to $173,200 annually. 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._

_Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity/Affirmative Action employers 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._

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Job Details

Employment Type

Full Time

Number of openings


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