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:
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- 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
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.