UMR Director Member and Provider Experience, Large Accounts

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 to start Caring. Connecting. Growing together.

 

As the Director of Member and Provider Experience for Large Accounts, you will be responsible for serving as the go-to leader for supporting member and provider experience initiatives for UMR’s largest clients. You will serve as the primary point of contact for internal and external partners and function as the liaison between sales, marketing, UMR TPA communications, UMR Digital Solutions, UMR products and Solutions, web portal operations (WPO), UMR operations and OAP IT, supporting large clients, including white and private labeled clients, as well as large co-branded national account, key account, public sector clients and more. As part of the Digital Solutions and TPA Communications Leadership team, you will help guide and influence the focus and priorities of the department to serve our entire book of business.

 

You’ll enjoy the flexibility to work remotely * from anywhere within the U.S. as you take on some tough challenges.

 

Primary Responsibilities:

• Serve as “go-to” person for large account member, provider and partner user experience goals and requirements. Establish relationships with Large Account key stakeholders, including customers contacts, partners, UMR and UHC account managers and project managers to facilitate the fulfillment of Large Account customer’s requests for market-leading member experiences via all media and channels
  • Serve as key touchpoint for Customers, including capturing their goals for communication and engagement in all channels, digital and non-digital, including crafting user journeys when appropriate and preparing and presenting weekly/quarterly/monthly (depending on the client and immediate need) reporting and strategy sessions for large accounts
  • Collaborate with Digital Solutions and TPA Communications leadership to influence the digital product road mapping for both web and mobile member experiences, as well as other media channels, such as email, texting, pdfs, videos etc., to ensure it addresses the needs for large accounts
  • Collaborate with the UMR digital analytics team to provide utilization analytics and identify opportunities for new features
  • Collaborate with Web Portal Operations and UMR TPA communications project managers to ensure identified non-development objectives are accomplished for large clients
  • Collaborate with Large Customer Account Management teams, serving as the key point of contact for requests coming through AM for enhancements in the digital or communications space
  • Collaborate with additional UMR product/capability teams and operations to ensure client digital and communication needs are being coordinated and met to the satisfaction of the client
• Play a key role in onboarding and implementation, coordinating with Digital Solutions, TPA communications and other UMR teams who are leading implementation workstreams. Participate in the initial onboarding and implementation process
• Promote and support opportunities for innovation for large accounts. Design and implement beta and pilot programs for large accounts to provide early access to new features and obtain feedback that can provide used for ongoing enhancements
• Conduct online and in-person demonstrations for prospective and existing clients
• Work with Digital Product Managers to advocate for large account goals and requirements while the UMR digital roadmap is being developed to ensure UMR organizational objectives and goals are as aligned as possible with large account objectives and goals
• Infuse innovation and efficiency into the product roadmap where there are opportunities
• Acquire a deep understanding of client-allocated digital financials and allowances for new features
• Provide leadership and oversight when issues arise and communicate with large accounts to keep them abreast of resolution timelines
• Serve in an ad-hoc capacity for unique client development or vendor implementations

 

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:

• 10+ years of digital product development experience
• 5+ years of demonstrated experience working in third-party administration
• 2+ years of experience leading a team/direct reports
• Direct UMR experience and understanding of UMR’s TPA value proposition
• Experience with web and mobile app development, rollout plans, analytics, client and executive presentations
• Proven experience with establishing and presenting to large clients and internal executive leadership
• Willing and able to travel 25% +/- depending on business need

 

*All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter Policy

 

Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with us, you’ll find a far-reaching choice of benefits and incentives. The salary for this role will range from $132,200 to $226,600 annually based on full-time employment. We comply with all minimum wage laws as applicable.

 

Application Deadline: This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants.

 

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.

 

 

UnitedHealth Group is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.

 

UnitedHealth Group is a drug – free workplace. Candidates are required to pass a drug test before beginning employment.