***Positions posted by El Comeback are done on behalf of companies that we support in their search for candidates.***

Our client, Optum, is looking for an Associate Director of Operations. 

Salary range: $90 -110k

Primary Responsibilities:

• Sets priorities on business expectation on Performance goals, Quality, Adherence, Turnaround Time, Error correction
• Lead by example in all aspects of the business
• Lead internal management reviews, business reviews and quality reviews discussions with customers
• Participate in management appraisal cycle discussions
• Drive innovation and process improvements
• Analyze team performance and formulate action plans to address opportunities
• May be assigned to work on special projects and business initiatives
• Utilize standard project plan templates to create and/or tailor project plans to specific customers needs
• Assist internal and/or external business partners with completion of tasks and resolution of issues and problems with program implementation
• Establish and/or implement internal and/or external service level agreements in order to ensure ability to monitor and measure program performance (e.g., turnaround time; quality; effectiveness)
• Identify and/or secure resources (e.g., funding; staffing; system security; real estate and/or telecommuting requirements; hardware/software) required to implement programs
• Review, create, and/or maintain workflows to ensure they are up-to-date and operationally efficient
• Provide guidance, expertise, and/or assistance to internal and/or external partners (e.g., claims; call center; benefits; clinical) to ensure programs and strategies are implemented and maintained effectively
• Communicate with and help internal and/or external partners interpret contractual requirements in order to ensure effective problem solution and strategy implementation
• Ensure performance is tracked accurately utilizing internal tools and processes (e.g., dashboards; scorecards; reports)
• Request and/or receive relevant performance data from internal partners and review for accuracy
• Manipulate provided data into applicable tools and reports in order to facilitate performance review and analysis
• Review consolidated operational performance reports in order to determine overall effectiveness, make necessary changes, and identify opportunities for new programs or program consolidation or expansion
• Incorporate operations program performance information into strategic and business planning especially managing new transitions
• Utilize stakeholder input to help shape and implement continuous improvement in operational quality and financial performance (e.g., encourage participation in Six Sigma projects)
• Ensure internal partners and/or external vendors adhere to business and contractual agreements
• Conduct end-to-end testing of applicable processes, tools, procedures, and systems platforms to validate adherence to RFP/contract requirements
• Utilize relevant systems and tools to identify and/or test opportunities for efficiency improvements (e.g., parallel variable testing)
• Work with relevant internal partners (e.g., Finance; Underwriting) to identify resource requirements and/or create budgets and forecasts
• Review and assign projects/initiatives based on resource capacity, capability, and expertise
• Understand different billing models within Optum
• Other duties may apply. Willing to take on any additional responsibilities

Required Qualifications:

• 8+ years of experience working with leaders in matrix organizations
• 5+ years of experience in BPO or healthcare industry/Operations/Voice Operations
• 5+ years of experience utilizing operational metrics, data/analytics, goals/objectives, and dashboards to run, interpret, and drive business performance
• 5+ years of leadership experience
• Experience with the Microsoft Office Suite (Word, PowerPoint, Excel, and Outlook)
• Proficiency in using advanced functions in Microsoft Excel such as filters, pivot tables, formulas
• Professional proficiency in English
• Willingness to work flexible schedules as necessary
  

Preferred Qualifications:

• Experience working in managed care/prior authorization
• Experience managing field based/telecommuting employees
• Dual diagnosis experience to include mental health and substance abuse
• Knowledge of evidence based best practice guides
• Knowledgeable of community resources

***El Comeback is a non-profit program from ConPRmetidos that attracts and retains professional talent for Puerto Rico-based jobs. Register at elcomebackpr.org/registration-form to get matched with professional opportunities on the island.***