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Senior Capability Manager - OEIM - Telecommute

Company: UnitedHealth Group
Location: Philadelphia
Posted on: September 24, 2022

Job Description:

Combine two of the fastest-growing fields on the planet with a culture of performance, collaboration and opportunity and this is what you get. Leading edge technology in an industry that is improving the lives of millions. Here, innovation is not about another gadget; it is about making health care data available wherever and whenever people need it, safely and reliably. There is no room for error. If you are looking for a better place to use your passion and your desire to drive change, this is the place to be. It's an opportunity to do your life's best work.(sm) The Senior Capability Manager - Service Assurance will establish, lead, and deliver the Service Assurance Capability aimed at elevating customer experience across business units in Optum and partner with UHC to expand it to the larger enterprise. The role will instigate, develop, and implement the Service Assurance Capability and Improvement activities in the event of underperformance or in line with changing business requirements. The Senior Capability Manager - Service Assurance leads the Repeat Caller and Supervisor Escalation programs and supports strategic initiatives aimed to improve Customer experience and satisfaction. This will include identifying drivers through call analytics and VOC/VOE, and driving positively changes in Repeat call, Supervisor Escalations, Persistent Contact rate, NPS and Employee experience. Service Assurance as a Capability aims to establish required processes and tools in place which enable quality and provide assurance that each service interaction is executed with the intention of providing the best possible experience to the Customer. Repeat Call Program and Supervisor Escalation Programs currently make up the Service assurance Capability with potential future additions of other programs. - You'll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges. Primary Responsibilities:

  • Function successfully as a people leader to provide leadership and guidance in collaborative efforts to identify solutions you're your team and across various levels of professional staff
  • Demonstrate exceptional capability/program and project management, change management, and execution skills
  • Partner with cross functional stakeholders to understand the variations in business models and deliver optimal value from the capability/program
  • Develop recommended business solutions through research and analysis of data and business process and implement when appropriate - - -
  • Influence and negotiate across various levels and functional areas to identify viable solutions and drive consensus that meets business objectives and operational stewardship
  • Manage the capability/program, drawing on and developing knowledge of multiple systems and how their functionality may be integrated for optimal solutions
  • Oversee continuous improvement efforts, construct monitoring tools, and analyze trends. Implementation of assigned program and process improvement initiatives
  • Present analysis and interpretation for operational and business review and planning - -
  • Establish, develop, and maintain effective relationships with applicable project stakeholders (e.g., project team members, team leads, internal customers, functional SMEs, business partners, leadership)
  • Develop a deep understanding of the customer to align and drive optimal value of the capability/program -
  • Identify duration, effort, sequence, and dependencies of tasks required to meet applicable objectives with agreement from applicable stakeholders on schedule, time management and resource plans, and negotiate changes/adjust project plans as needed and communicate to impacted teams -
  • Monitor and document project milestones and outcomes throughout the project lifecycle to ensure adherence to established goals and overall objectives -
  • Ensure that controls are identified and operationalized to allow benefit tracking and reporting, and monitor results ensuring that the capability is delivering the expected benefits to the business and the enterprise, obtaining feedback from stakeholders as necessary -
  • Identify and analyze substandard outcomes and make appropriate recommendations to improve outcomes/processes going forward (e.g., stakeholder satisfaction, lessons learned, project team member performance) -
  • Develop/implement contingency and recovery plans when deliverables/milestones are missed (e.g., identify critical path, document plan for getting back on plan/schedule, Business Continuity Plan, failover planning) -
  • Drive and execute, according to established objectives, exercising the ability to strategize with and influence partnerships for optimal outcomes. Including prioritizing tradeoffs and overcoming barriers using appropriate influence techniques
  • Communicate project risk/issue events, and results to applicable stakeholders (e.g., project team, leadership, business partners) -
  • Develop and communicate the program vision and alignment to capability milestones (how features will be implemented over time to support product needs) -
  • Execute against long and near-term maturity of the capability/program roadmap, and manage resourcing, and the funding and allocation of the capability 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:
    • 5+ years of progressively responsible experience in Product/Program/Capability management
    • 4+ years of analytical experience, analyzing large data sets to identify root cause issues and opportunities
    • Experience with project management software tools, methodologies, and best practices
    • Experience working with cross-functional teams, including business and technology partners
    • Experience in driving root cause of transaction service issues
    • Experience with capability/program improvement/implementation Experience managing direct reports - Preferred Qualifications:
      • Willingness to be hands-on with technology -
      • Advanced proficiency with MS Office Suite (Word, Excel, PowerPoint)
      • Demonstrated management, organizational, and prioritization skills with ability to balance multiple priorities
      • Demonstrated ability to analyze data and results and understand implications
      • Demonstrate strategic thinking by using appropriate information to diagnose problems, identify possible solutions and collaborate with impacted groups to drive decisions -
      • Demonstrates an attitude of walking in the shoes of the members we serve to ensure our solutions are developed to meet their needs and provide true value
      • Ability to effectively break down barriers to maintain progress on initiatives -
      • Diplomatic with solid negotiation and conflict resolution skills -
      • Excellent oral, written, and interpersonal communication with both technical and business audiences -
      • Self-directed and able to drive detailed solutions to completion with minimal oversight -
      • Compassionate approach to working with others and managing teams To protect the health and safety of our workforce, patients and communities we serve, UnitedHealth Group and its affiliate companies require all employees to disclose COVID-19 vaccination status prior to beginning employment. In addition, some roles and locations require full COVID-19 vaccination, including boosters, as an essential job function. UnitedHealth Group adheres to all federal, state and local COVID-19 vaccination regulations as well as all client COVID-19 vaccination requirements and will obtain the necessary information from candidates prior to employment to ensure compliance. Candidates must be able to perform all essential job functions with or without reasonable accommodation. Failure to meet the vaccination requirement may result in rescission of an employment offer or termination of employment Careers with Optum. Here's the idea. We built an entire organization around one giant objective; make health care work better for everyone. So when it comes to how we use the world's large accumulation of health-related information, or guide health and lifestyle choices or manage pharmacy benefits for millions, our first goal is to leap beyond the status quo and uncover new ways to serve. Optum, part of the UnitedHealth Group family of businesses, brings together some of the greatest minds and most advanced ideas on where health care has to go in order to reach its fullest potential. For you, that means working on high performance teams against sophisticated challenges that matter. Optum, incredible ideas in one incredible company and a singular opportunity to do your life's best work.(sm) Colorado, Connecticut or Nevada Residents Only: The salary range for Colorado residents is $97,300 to $176,900. The salary range for Connecticut / Nevada residents is $97,300 to $176,900. Pay is based on several factors including but not limited to education, work experience, certifications, etc. 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. *All Telecommuters will be required to adhere to UnitedHealth Group's Telecommuter Policy 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.

Keywords: UnitedHealth Group, Philadelphia , Senior Capability Manager - OEIM - Telecommute, Executive , Philadelphia, Pennsylvania

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