Associate Director, Chief of Staff - Claim Operations - Jacksonville, FL

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The Chief of Staff for C&S Claim Operations reports directly to the Vice President for Claim Operations and serves as an integral member of the leadership team.  Working end-to-end across the Claim Operations enterprise, they serve as a trusted voice and influence to advise the VP and serve as an executive partner to the Leadership Team.  This position will play a key role in defining, articulating and executing the business vision, mission, strategy and planning activities to meet cost targets.  Acts as a liaison for organizational matters; while leading a team to manage performance guarantees, reporting, and enterprise level projects.   
  
This position will build relationships internally across Community & State Operations and will be responsible for the implementation of strategic initiatives, continuous improvement opportunities and communication strategies.  Responsible for leading and executing a variety of reporting, planning and strategic initiatives for different levels within the organization.  Works closely with the COO’s Chief of Staff and other leaders.   
 Primary Responsibilities:
Strategic Planning and Organizational Alignment:  

Generates and interprets key input and develops a vision and recommendation to drive the Annual Business Plan.  Leads the facilitation of the strategy and business planning process, managing ongoing progress and tracking team commitments throughout the year
 Engages in the exploration of Strategic and Key initiatives to ensure end-to-end alignment with the direction of the business and C&S Claim Ops organization
Leads the alignment of Leadership Team generated MBO’s and monitors and provides proactive insight into ongoing performance throughout the year
Assist leadership across the organization to create better alignment with business partners across UHG, UHC and functional areas, thereby ensuring internal and external coordination and a unified approach to the market and associated constituents
Facilitate an organizational focus on cost, quality timeliness and satisfaction; and ensure all updates to the Vice President and COO contain that focus
Coordinates the Social Responsibility strategy for the team, responsible for the Giving Campaign, volunteer events, etc.  Accountable to manage the Service Hero nomination process and other enterprise initiatives and processes
Communication Strategy: 

Develop, deploy and manage C&S Claim Operations communication strategy and operational plan.  Partner with Communications Lead to ensure key messages reach all levels of the organization in the most effective manner
Accountable for the development of communication strategy materials and content on behalf of the VP of Claim Operations including:  Town Hall/team meeting presentations, site visit materials, monthly executive briefings and business review agenda and materials, capture of operational results, detailed executive reviews
Works directly with senior leadership and the Leadership Team on the development and coordination of change management activities and materials to ensure consistency and effectiveness
Anticipate, manage preparation for, and when appropriate, facilitate meetings and events on behalf of the Vice President of C&S Claim Operations, ensuring adherence to deadlines
Reporting and Analysis 

Conducts data analysis to serve as both a preventative measure and to guide, support, and validate necessary business decision making
Drive operational forecasting, long range estimates and business planning materials including summarizing key themes, tracking critical initiatives, financial impacts and changes
Lead a team that serves as a shared service organization single point of contact for all C&S Claim Operations related reporting and analysis, including Claim and Appeals and Grievances
Supports 6 sigma programs and analysis that drive innovative pro-active solutions to improve up-stream and down-stream defects
Monitors and tracks progress for all C&S Claim Operations and Appeals F4TF and other cost savings initiatives; including shifting work to the lowest cost channel
Reviews daily claim and appeal inventory to mitigate claims and appeals at risk of performance miss.  Building key relationships with Business Partners and SMEs to escalate for prompt resolution
Participates in regular claim analysis calls to monitor and document defects for root cause analysis and remediation planning, this includes performing complex conceptual analysis to help solve defects
Share reporting best practices with support teams to further develop reporting analysts within the organization
Project Management and Organizational Support 

Coach and support Leadership Team to maximize their effectiveness and efficiency in process
Accountable to set key meeting agendas and facilitate Executive, Leadership Team and other key stakeholder discussions to achieve desired outcomes.
Develops consistency with regards to communication and C&S Claim Ops internal and external facing content and messaging including:  presentations, reports, etc.
Coordinate with the COO’s Chief of Staff on expected deliverables, timing and current business updates
Facilitate issue resolution calls between Health Plans and Claim Operations, and be able to mediate the best possible solution(s) for all parties
Report and manage MBOs for the C&S Operations; partner with COO’s Chief of Staff to coordinate annual review and refresh of MBOs including assisting with setting organizational goals and weighting of metrics
Provides general project management support to the VP and Leadership Team on a variety of special projects and key initiatives
Support continued controls implemented to reduce risk of performance guarantee misses: Aged Data Entry reviews, Calc Error, Negative Payee, Y Status, 01 Report, etc.
Build key partnerships within the Government Transactions organization, Business Partners and various reporting teams

Required Qualifications:  

8+ years of experience that includes: contributing as a leader within an operational business, managing a team of direct reports
4+ years of oversight and/or critical involvement in project management and continuous improvement/operational excellence
Intermediate level of proficiency PC skills in all MS suite applications
2+ years of executive Reporting Experience
Experience in business planning and implementation
Demonstrated ability to influence a virtual team
Proven track record of independent decision-making ability, negotiation and conflict management skills required  
Proven ability to successfully manage multiple competing priorities in a fast-paced, dynamic environment
  
Preferred Qualifications: 

Bachelor’s Degree or equivalent work experience
SPC (Statistical Process Control)
Six sigma experience (black belt)
Previous experience working with Global Partners
Claims processing experience on one of United’s operating platforms
Healthcare Experience 
 
Careers with UnitedHealthcare. Let's talk about opportunity. Start with a Fortune 6 organization that's serving more than 85 million people already and building the industry's singular reputation for bold ideas and impeccable execution. Now, add your energy, your passion for excellence, your near-obsession with driving change for the better. Get the picture? UnitedHealthcare is serving employers and individuals, states and communities, military families and veterans where ever they're found across the globe. We bring them the resources of an industry leader and a commitment to improve their lives that's second to none. This is no small opportunity. It's where you can 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:  Associate Director, Chief of Staff, Claim Operations, Jacksonville, FL, Florida 
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