Overview

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 startCaring. Connecting. Growing together.This position is responsible and accountable for the end-to-end consumer service experience for a UHG strategic client. This team will partner across UHG (Optum Health, UHC, Optum Product, Enterprise Digital Product, etc.) to design and develop new solutions to promote health and engagement, while advancing the client/UHG affordability commitments. This role directly leads and directs a team of 400 - 600 employees with oversight across UHG to ensure flawless execution against client commitments and expectations. In addition, this role will act as the primary point of contact for the client and leads/manages all consumer and client facing activities. You'llenjoy the flexibility to work remotely from anywhere within the U.S. as you take on some tough challenges. For all hires in the Minneapolis or Washington, D.C. area, you will be required to work in the office a minimum of four days per week.Primary Responsibilities: Owns strategy and execution of overall operational performance and service delivery for top Enterprise relationships (worth more than $800M in annual revenue) Establishes and ensures Enterprise performance with key partners across Optum Health, UHC and UHG Leadership to ensure overall quality, satisfaction and experience for these strategic clients and their employees Drives program innovation to deliver both better experiences and support to employees/members while generating improved client affordability and cost savings Understands and aligns with Optum Health and UHC strategic vision and executional priorities and drives at the site and platform level Serves as primary point of contact for Strategic Client(s), including but not limited to audits, site visits, Monthly Business Reviews, call listening, strategic planning sessions, etc. Provides updates on client strategies, performance and remediation activities to Optum CEO and UHC Employer & Individual CEO (and leadership teams) Proactively drives and achieves operational performance metrics including consumer satisfaction, NPS, compliance, employee engagement and financial objectives; collaborate with employees and business partners to identify and remediate root cause of degradation of performance Accountable for hiring, on-boarding, training, developing, engaging and managing a high-performance workforce that delivers efficient, effective and compassionate service to consumers Establishes and maintains relationships with peers, business partners and key stakeholders; constructively communicates issues and opportunities to improve processes or operational effectiveness; holds business partners accountable in a respectful manner Participates in cross-functional project teams that ultimately improve the member experience. Consistently casts a solid, positive leadership shadow and regularly leverages various communication channels, including town halls, one-on-one and skip level meetings, new hire class leadership interactions and focus groups to foster two-way communication and to inspire employees to see the link between their position and personal performance to organizational strategy, company performance and the UHC brand Proactively monitors operational performance; initiate and drive appropriate changes in process, tools and capabilities that increase effectiveness while improving the consumer experience Direct overall operations determine performance objectives/metrics and define too