Optum - Senior Operations Manager - US Healthcare

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:
- Be able to handle escalated calls/meetings directly with Customers, Brokers, etc. and provides resolution at the earliest.
- Drives Basic Hygiene on the operations floor and build culture for the same.
- Assist the New Hires & Tenured staff in meeting the performance standards of the process.
- Build systems, controls to ensure no escalations and is prompt in responding to escalations.
- Provide coaching and feedback to team members to enable them to improve their performance and focus on their career pathing and advancement within the organization.

- Motivate and engages team members and maintain attrition thresholds as per organization guidelines.
- Provide inputs to leadership on process gaps that exist.
- Ensure compliance with internal policies and procedures, external regulations and information security standards.
- Be sensitive and aware of the Organizational priorities towards Change & Innovation and Cost Optimization.
- Driving Cost Reduction agenda in the processes with Automation Opportunities, Productivity Enhancement Opportunities and Cross utilization of resources.
- Takes initiative to understand the process and keeps himself updated on the important changes in the business and the Healthcare industry.
- Maintain data accuracy for the tasks assigned and respond within timelines defined/agreed.
- 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.
Required Qualifications:
- Graduate.
- 4+ years of experience in US Healthcare only.
- International Voice exposure.
- Exposure to all the facets of Operation Management.
- Exposure to People Management, Performance & Client Management.
- Ability to use Microsoft Office Products (Excel and Access).
- Proven ability to work independently with minimal direction and is very high on execution and adherence to timelines.
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.
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