Director, Product Performance & Quality - Minnetonka, MN Hybrid

Company: UnitedHealth Group
Location: Minnetonka
Posted on: January 14, 2023

Job Description:

At UnitedHealthcare, we're simplifying the health care experience, creating healthier communities and removing barriers to quality care. The work you do here impacts the lives of millions of people for the better. Come build the health care system of tomorrow, making it more responsive, affordable and equitable. Ready to make a difference? Join us and start doing your life's best work.(sm) The Director of Advocacy Product Performance will be responsible for leading the design and implementation of a product audit function for all Advocacy products. The individual will manage the full product audit function to diagnose gaps in product design and execution and develop solutions using principles of process excellence and related tools. This position is also responsible for quality reporting, audit execution and analysis, and for developing plans and programs to support continuous quality improvement using applicable tools. The person in this role will partner closely with multiple areas across the organization to develop, implement, and scale product capabilities needed to execute goals. Primary Responsibilities:

• Develop, implement, and facilitate auditing and monitoring processes - including but not limited to call listening and SOP review - to identify product issues and help the business address them (e.g., product design, capability and feature enhancements, tools and reporting enhancements)
• Analyze results of internal and external audits and monitoring processes to identify potential risks (e.g., risk assessments), and communicate as needed
• Identify and analyze applicable patterns/trends (e.g., using data analysis, news reports, reported concerns) to identify potential product design and implementation issues, and communicate as needed
• Partners closely with Operations and develop recommendations to remediate and improve overall advocacy product value
  • Identify and investigate growth opportunities across the advocacy landscape, identify key drivers, trends, and potential business impact
  • Work with internal partners on new product features to determine the ideal design to develop and deploy the features/services for UHC clients
  • Demonstrates a development mindset and ability to facilitate the building of new assets, capabilities
  • Demonstrates solid communication, collaboration, organization skills, and a style which exhibits maturity, leadership, sensitivity, and teamwork
  • Measures and evaluates impact of new initiatives using data
  • Translates data into actionable recommendations, building financial models and measurement plans
  • Ability to effectively work with and drive progress with partners across the company
  • Drives change and innovation though continually seeking and implementing innovative solutions; takes well-reasoned risks; challenges current process; changes direction as required
  • Provides direction to personnel conducting product performance review and other audit functions You'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in. Required Qualifications:
    • Bachelor's Degree or equivalent work experience
    • 5+ years of quality management/quality improvement experience in a large, fast-paced, matrixed environment
    • Demonstrated ability to analyze and synthesize quantitative and qualitative data into relevant insights and implications
    • Ability to solve process problems crossing multiple functional areas and business units
    • Ability to analyze problems, draw relevant conclusions, and devise and implement an appropriate plan of action
    • Ability to bring data to life through images, charts, and presentations
    • Demonstrated ability to analyze and organize data to develop and support strategic plans
    • Ability to travel up to 25% Preferred Qualifications:
      • Experience working in the healthcare or insurance industries
      • Experience auditing call center and service industries
      • Solid communication skills to build relationships across teams
      • Excellent organizational and planning skills
      • Polished demeanor and be comfortable working with people at all levels
      • A self-starter with the ability to accomplish tasks with little additional guidance
      • Comfortable working in a fast-paced, highly collaborative and fluid work environment Careers at UnitedHealthcare Employer & Individual. We all want to make a difference with the work we do. Sometimes we're presented with an opportunity to make a difference on a scale we couldn't imagine. Here, you get that opportunity every day. As a member of one of our elite teams, you'll provide the ideas and solutions that help nearly 25 million customers live healthier lives. You'll help write the next chapter in the history of health care. And you'll find a wealth of open doors and career paths that will take you as far as you want to go. Go further. This is your life's best work.(sm) 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. 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.

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