OptumCare Manager of Clinical Call Center Operations- Office Based - Elkridge, MD - Full-time / Part-time

The Care Services Clinical Operations team supports Advanced Practice Clinicians in the HouseCalls and Complex Care Management businesses by providing telephonic consultation to plan members and their healthcare providers in a call center environment.  The Care Services team of call center clinicians includes pharmacists, social workers, dietitians, nurse care managers, and licensed practical nurses.The Manager of Clinical Call Center Operations will report directly to the Regional Director. The Manager will supervise a team of Clinical Supervisors as they manage the day to day operations of interdisciplinary teams of nurse care managers, social workers, dieticians and licensed practical nurses as they perform telephonic clinical consults with members. The Manager will be responsible for engaging and coaching their teams to meet or exceed established productivity and quality metrics.  The Manager will work with the managers of the Housecalls Pharmacy teams to align processes, policies, and procedures to ensure consistency across the department.  Additionally, the Manager will contribute to projects led by the Program Management, Clinical Execution, Stars/Strategy, Interaction Design, and Operations.  The Manager will perform telephonic clinical consults on an “as needed” basis.  Primary Responsibilities:

Lead and develop staff. 

Serve as a mentor, a coach and a promoter of professional development.
Manage a team of Clinical Team Supervisors.

Ensure that their teams are achieving or exceeding production and quality metrics.
Analyze performance statistics of teams to identify opportunities for coaching.
Assist with the implementation and monitoring of corrective action planning.
Ensure that staffing levels of the Clinical Call Center are maintained at all times.

Oversee recruitment activities.
Drive employee engagement and perform random audits to ensure that employees maintain job satisfaction.
Work with Regional Director and Senior Leadership to adapt team plans and priorities to address business and operational challenges.
Communicate organizational priorities and vision to team members.
Create and/or revise departmental policies, job descriptions, and standard operating procedures to ensure compliance with CMS, STARs, and HEDIS requirements.

Work with Regional Director and Pharmacy Managers to align processes, policies, and procedures across the department.
Serve as a conduit between the call center clinicians, Clinical Supervisors, Regional Director and Operations team to achieve high operational efficiencies.

Identify and organize metrics that are usable and actionable on the supervisor level.
Ensure that staffing resources are allocated correctly, and shifted appropriately when necessary
Resolve any discrepancies within production reports
Identify, report, and troubleshoot any operational issues that prevent call center clinicians from performing their day to day activities
Maintain the clinical integrity of programs offered
Serve as a clinical resource and consultant in all clinical areas
Enhance Employee Development at both the Clinical Supervisor level and the call center clinician level .
Assist with, and participate in, training programs related to Productivity, Quality, Health Literacy, and Medicare STARs/HEDIS initiatives.
Support medical management and clinical/quality initiatives across the organization
Support the Program Team with XL Care enhancements/testing/functionality, when needed.
Assist the Interaction Design team in implementing new initiatives, when needed.
Perform clinical consults with members on an “as needed” basis, as determined by business needs.

Required Qualifications:

Current unrestricted RN license in State of Maryland
5+ years RN level professional experience
3+ years leadership, supervisory, or management experience
BSN degree
Ability to manage multiple complex, concurrent projects
Planning and organizational skills to demonstrate leadership and initiative
Proficient with Microsoft Word, Excel, Outlook, PowerPoint
Ability to travel up to 25%
Preferred Qualifications:

Mandatory certifications: URAC approved Case Management certification within two years of assuming the position
Case Management experience
Experience in managed care, call center, or telephonic care environments is a plus
Experience managing a large staff to manager ratio.
 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) 
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. 
Job Keywords: Call Center, Operations, Clinical Call Center, Manager, Advanced Practice Clinicians, Elkridge, MD, Maryland, RN, Registered Nurse, Supervisor, Case Management