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 Senior Director, Financial Protection Claim Operations is a thought leader who thrives on developing new solutions to solve tough challenges. You will play a key role in leading the transformation of Financial Protection benefits and services. Here, your business acumen, analytical and innovative skills will help us with our mission of helping people live healthier lives.
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As the Senior Director, Financial Protection Claim Operations you will fulfill a key leadership role that will work closely with business and operational leaders to define and deliver operational claim strategies, discipline, and ongoing process improvement to support business growth and enhance the member experience. The ideal candidate will demonstrate the ability to lead, collaborate, motivate and engage across business and operational teams while becoming a trusted advisor driving business strategy.
You'll enjoy the flexibility to work remotely * from anywhere within the U.S. as you take on some tough challenges.
Primary Responsibilities:
- Set strategy for experience improvement that supports FP member NPS and retention goals
- Establish a culture focused on our people obsessed with continual improvements to our members' experience
- Present strategy to senior management and measure against the strategy
- Identify, develop, and support the implementation of operational process changes & innovative solutions that align with broader enterprise efforts including growth and affordability, as well as increase the overall value of financial protection products and services
- Leads within a complex matrixed environment including technology, analytics, finance and workforce management to validate the optimal deployment of claim operations resources to maximize enterprise value on any new program or solution
- Partner with and influence cross-functional leaders
- Embrace and develop collaboration and foster a positive working environment that mirrors UHG's culture
- Champion projects and assist with definition of scope, goals, objectives and timelines
- Ensure all programs are successfully measured and delivered on time, on budget and meeting quality standards
- Demonstrate value of existing programs and develop business cases to prove value of new ideas and programs
- Partner with data analytics team to identify member improvement drivers and track existing programs; translate the data into actionable insights to influence existing processes
- Champion new concepts and ideas that promote improvements in experience, automation and expanding digital experiences; take projects from idea through to completion, set expectations, and communicate progress
- Hire, train, and lead a high-performing team that delivers service excellence to our members, employers and brokers
- Ensure performance is tracked accurately utilizing internal reporting to facilitate performance review and analysis against Management by Objectives (MBOs) and Key Performance Indicators (KPIs)
- Coaches and mentors' directors and managers to develop a culture of continuous feedback, recognition and improvement, driving accountability and standard work; selects and develops future leaders
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 within Voluntary Benefits (Supplemental Health) and/or Life, Disability, and Absence Management
- 5+ years of experience leading a large, diverse team (100+ employees)
- Prior experience navigating, partnering and influencing with cross-functional partners in a large matrixed environment
- Claim operations leadership experience
- Experience identifying, developing, and implementing new business programs, operations, or solutions
- Proven experience leading multiple program/projects focused on claims solutions and process improvements
- Proven experience establishing a culture focused on our people and obsessed with continual improvements to the member experience
- Coaches and mentors' directors and managers to develop a culture of continuous feedback, recognition and improvement, driving accountability and standard work; selects and develops future leaders
- Experience building business cases to justify new investments
- Demonstrated solid presentation and meeting facilitation skills
- Demonstrated excellent written, oral and interpersonal communication skills
- Solid analytical and problem-solving skills
- Intermediate or higher level of proficiency with MS Word, Excel, Visio, PowerPoint
Preferred Qualifications:
- Excellent time management, organizational and prioritization skills, and ability to balance multiple deliverables, meet deadlines and manage to schedule
- Ability to work independently and as a team player productively and proactively in a dynamic, fast-paced and constantly changing environment
- Experience working with commercial health plans
*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 $147,300 to $282,800 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.