Health Services Director-Delaware - Full-time / Part-time

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The Health Services Director (HSD) provides strategic leadership and is accountable for all clinical programs for all products and membership served by the health plan to ensure contractual compliance and achievement of clinical and utilization management goals.  The HSD serves as the primary point of contact and is accountable for all aspects of health plan clinical and utilization management performance.  Because of the unique structure and alignment of clinical programs within United Healthcare, the HSD requires a high degree of coordination with internal business partners, including, but not limited to the UHC-CS inpatient and Intake/Prior Auth and Appeals teams, Optum case and disease management, Healthy First Steps, NICU, Behavioral Health, and other clinical specialty or national programs.

The Health Services Director must work collaboratively with the health plan Health Plan VP of Clinical Coordination, Director of Quality and Plan Medical Director to support achievement of state quality initiatives, HEDIS measures and to ensure compliance with relevant requirements of the state's annual Performance Review(S) conducted by the External Quality Review Organization (EQRO), state or other oversight body and meeting NCQA requirements.  Additionally the Health Services Director will work collaboratively with the Plan VP of Clinical Coordination, Medical Director, business partners and Finance to develop, implement/execute the Healthcare Affordability Plan, monitor outcomes of the planned initiatives and adjust the Plan as needed to meet targets.

Primary Responsibilities: 

• Accountable for overall local market health plan clinical operations for all products including achievement of annual clinical, quality/affordability and utilization management goals 


• Local market SME for all clinical/medical management programs and contractual requirements


• Leads, coaches/develops, trains (in conjunction with clinical learning team) and supports health plan based clinical team. Ensures effective, compliant, clinical program delivery, monitors performance and clinical outcomes


• Contributes to the development and execution of overall health plan strategies, Winning Priorities Key Initiatives through active participation in Health plan Sr Leadership/Operations meetings and health plan functional meetings


• Fosters and promotes two-way communication and information sharing necessary for successful clinical program implementation.


• Identifies network gaps and access issues and participates in local market Network Management Governance meetings to ensure issues are addressed


• Ensures regularly scheduled interdisciplinary team meetings and processes are in place to address member and provider issues/needs


• Leads in collaboration with UHCCS and Optum business partners the External Review Quality Organization Audits for clinical programs which may include developing/owning program material binders and responses


• Is the key clinical leader at the health plan for NCQA accreditation (if required/applicable) preparation and surveys.


• Develops strategies internally and with business partners for clinical management during high volume provider termination, new membership growth/expansion–ensuring member continuity of care and transition of care needs are met according to the RFP response/contractual requirements  


• Conducts regular staff meetings with local Health Services staff and service partners as appropriate, to exchange corporate and health plan information/updates; address staff questions and concerns, etc. 


• Implements team initiatives associated with making United Healthcare a great place to work, including embracing Our United Culture and sustaining a highly-engaged work force as measured by the annual Vital Signs Survey


• Works in partnership with National Medical Management Leadership to develop clinical staffing, clinical model, IT changes/requests to ensure funding, timely approval and execution


• Escalates clinical performance issues to National Medical Management Leadership as needed if unable to affect change locally


• Ensures national and corporate service partners achieve established performance metrics and are aligned with health plan strategies and annual operating plans


• Identifies and addresses any contractual risks early and implements a performance improvement plan with CM/DM and UM partners to become contractually compliant.


• Leads the development and implementation with business partners, of health plan specific policies & SOPs to support UM/care management strategies and contractual requirements, CM interventions, and administrative functions and ensures regular review and maintenance processes are in place.  Utilizes national policies, procedures, SOPs as the basis for developing or adapting for state specific requirements. Leads and ensures adoption and delivery of nationally approved policies, procedures, guidelines and standards for health plan based clinical staff and (and business partners). Conducts local clinical documentation reviews and monitoring to ensure compliance with requirements


• Attends all Clinical Governance Leadership meetings- monitor reports for outcomes and alignment with health plan targets and regulatory compliance


• Promotes ease of use of the Interdisciplinary Team review process so it is used by clinical staff to address member complex issues, conduct secondary review process for LTSS care plans and address barriers to service delivery and ability of member to achieve goals


• Works in partnership with local compliance to support Medicaid Fair Process


• Actively participates in State and Provider meetings in collaboration with the Health plan leadership, CMO


• Actively participates in community outreach and networking activities to develop support and community infrastructure to meet member needs, promote membership growth and retention


• Works with Health Plan Medical Director to establish strong provider relationships, promote/support the development of ACOS, PCMH initiatives and other provider engagement strategies


• Fosters/supports social responsibility activities within the Health Plan/UHG and local community


• Actively embraces United Culture and Values in working with both internal and external customers/partners


• Collaborates with Medical Director and Shared Services Partners on the development and implementation of medical cost management programs to achieve HCQAI initiatives per Health Plan Business Plan including supporting the PCMH model in targeted Health Plans. Augments national initiatives with local initiatives in order to achieve HCAI targets. Monitors performance and works with shared services/benefits partners to enhance initiatives as needed to meet goals


• Is accountable for medical cost reduction goals for Inpatient & Outpatient for all product lines at the local health plan


• Reviews clinical scorecard monthly/quarterly at the health plan level (shared with Inpatient Team Director)


• Attends regularly scheduled UM rounds to assist with removal of barriers to members with complex discharge needs and address any other barriers


• Has line of sight on quality initiatives and strategies for all products within the health plan and works collaboratively with Quality and Health Plan leadership team to improve HEDIS, CAHPs, HOS, STARs Rating and other quality performance standards established by state and federal customer

Required Qualifications:

• Must have a Delaware RN license


• BSN or MSN degree


• Must have Medicaid experience

Preferred Qualifications:

• Health Plan experience


• Medicare experience


• NCQA experience


• Care Management certification

Careers at UnitedHealthcare Community & State. Challenge brings out the best in us. It also attracts the best. That's why you'll find some of the most amazingly talented people in health care here. We serve the health care needs of low income adults and children with debilitating illnesses such as cardiovascular disease, diabetes, HIV/AIDS and high-risk pregnancy. Our holistic, outcomes-based approach considers social, behavioral, economic, physical and environmental factors. Join us. Work with proactive health care, community and government partners to heal health care and create positive change for those who need it most. This is the place to do your life's best work.(sm)

Diversity creates a healthier atmosphere: 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.