Combine two of the fastest-growing fields on the planet with a culture of performance, collaboration and opportunity and this is what you get. Leading edge technology in an industry that is improving the lives of millions. Here, innovation is not about another gadget; it is about making health care data available wherever and whenever people need it, safely and reliably. There is no room for error. If you are looking for a better place to use your passion and your desire to drive change, this is the place to be. It's an opportunity to do your life's best work.(sm)

This role is supporting our strategic partnership with Bassett Healthcare Network, which is an integrated health system that provides care and services to people living in a 5,600 square mile region in upstate New York. The organization includes five corporately affiliated hospitals, over two dozen community-based health centers, more than 20 school-based health centers, two skilled nursing facilities, and other health partners in related fields. To learn more about services available throughout the Bassett Healthcare Network, visit www.bassett.org.

As the Associate Director, Patient Contact Center you will be responsible for the daily operations of our 24/7 contact center that takes calls to support patients, appointment scheduling, prescription refills, referrals and more.

If you are located in Cooperstown, NY, you will have the flexibility to telecommute* as you take on some tough challenges.

Primary Responsibilities:

• Manages and oversees daily/weekly/monthly activities of the 24/7 contact center
• Sets priorities for the team to ensure task completion and performance goals and metrics are met
• Coordinates work activities with other managers, supervisors and leads to ensure the team is operating at its highest efficiency
• Identifies and resolves operational problems using defined processes, expertise and judgment
• Participates in strategic planning
• Manages recruitment and onboarding
• Identifies opportunities for operational improvements and implements approved enhancements
• Provides coaching and feedback to team members, including formal corrective action
• Conducts annual performance reviews for team members
• Implements and provides oversight of new and/or existing policies to ensure employee awareness and adherence
• Establishes pathway for continuing education and training for employee growth
• Provides expertise and customer service support to members, customers, and/or providers
• Responsible for maintaining an inclusive working environment that is free from discrimination and harassment
• Other duties as assigned by the Associate Vice President
  

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:

• Undergraduate degree or 4+ years of equivalent experience
• 2+ years related experience patient access, admissions, scheduling, patient contact centers, revenue cycle healthcare operations, or related
• 2+ years related experience in one or more areas such as process improvement, project management, healthcare operations, etc.
• Demonstrated experience in analyzing opportunities and developing creative solutions to a wide variety of unique implementation challenges
• Ability to work on-site up to 50% of the time
• Ability to work varied hours on an as needed basis, including late nights and/or weekends

Preferred Qualifications:

• Bachelor’s degree or higher
• NAHAM Certification
• 2+ years of project management experience
• Experience with the development of a new contact center
• Experience managing other people leaders
• Experience managing remote based employees
• EPIC systems experience
• Ability to manage and support organizational change and assist individuals through the transition
• Excellent communication, leadership, customer service, facilitation, and problem-solving skills
• Full COVID-19 vaccination is an essential job function of this role. Candidates located in states that mandate COVID-19 booster doses must also comply with those state requirements. UnitedHealth Group will adhere to all federal, state and local regulations as well as all client requirements and will obtain necessary proof of vaccination, and boosters when applicable, prior to employment to ensure compliance. Candidates must be able to perform all essential job functions with or without reasonable accommodation
  

To protect the health and safety of our workforce, patients and communities we serve, UnitedHealth Group and its affiliate companies require all employees to disclose COVID-19 vaccination status prior to beginning employment. In addition, some roles and locations require full COVID-19 vaccination, including boosters, as an essential job function. UnitedHealth Group adheres to all federal, state and local COVID-19 vaccination regulations as well as all client COVID-19 vaccination requirements and will obtain the necessary information from candidates prior to employment to ensure compliance. Candidates must be able to perform all essential job functions with or without reasonable accommodation. Failure to meet the vaccination requirement may result in rescission of an employment offer or termination of employment

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)

*All Telecommuters will be required to adhere to UnitedHealth Group’s Telecommuter Policy.

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.