Associate Director, Client Service Delivery - Remote

Requisition Number: 2382357
Optum Insight is improving the flow of health data and information to create a more connected system. We remove friction and drive alignment between care providers and payers, and ultimately consumers. Our deep expertise in the industry and innovative technology empower us to help organizations reduce costs while improving risk management, quality and revenue growth. Ready to help us deliver results that improve lives? Join us to start Caring. Connecting. Growing together.
The Client Service Delivery (CSD) team partners with Sales, Account Management, Operations, and external vendors to support the success of retrospective chart review programs for health plan clients. The Associate Director, Client Service Delivery is responsible for leading operational execution, client performance, stakeholder engagement, and team development across programs supporting Medicare Advantage, Affordable Care Act (ACA), and Medicaid lines of business.
In this role, you will partner with clients, internal stakeholders, and vendor organizations to develop and execute strategies that drive successful business outcomes. You will lead a team responsible for supporting client program performance, identifying and mitigating operational risks, resolving escalated issues, and delivering continuous improvement initiatives in a highly matrixed environment.
The successful candidate will combine strategic thinking, operational excellence, client relationship management, and people leadership to improve performance, strengthen partnerships, and support business growth within OptumInsight's Risk Adjustment organization.
You'll enjoy 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:

• Client Program Leadership
  • Own operational performance and overall success for an assigned portfolio of client programs
  • Develop and execute client performance strategies aligned with business objectives and contractual commitments
  • Partner with clients, vendors, Account Management, Sales, and Operations leaders to drive successful program outcomes
  • Lead communication of operational plans, timelines, deliverables, performance updates, risks, and mitigation strategies
  • Serve as a second-level escalation point for client and operational issues before Director involvement and drive effective resolution
  • Identify operational risks and develop remediation plans to support successful program execution
  • Analyze operational reporting and performance metrics to identify trends, risks, gaps, and improvement opportunities
  • Support forecasting, planning, goal-setting, and performance management activities
  • Oversee execution across multiple client programs while balancing competing priorities and stakeholder expectations
  • Drive initiatives that improve operational effectiveness, quality, service delivery performance, and client satisfaction
  • Collaborate with cross-functional teams to resolve business challenges and implement sustainable solutions
• People Leadership
  • Lead, coach, and develop a team of approximately 2-3 Client Service Delivery professionals
  • Establish performance expectations and accountability measures to support team success
  • Conduct performance evaluations, coaching discussions, development planning, and performance-management activities
  • Support direct reports responsible for client communications, weekly program updates, action items, and escalations
  • Foster a culture of collaboration, accountability, critical thinking, and continuous improvement
  • Guide team members in interpreting operational reporting and proactively identifying risks to client commitments and service-level expectations
  • Develop talent through mentoring, feedback, career development, and performance management

Leadership Scope and Business Impact
This role provides leadership accountability for team performance and client outcomes while influencing decisions that impact operational effectiveness and customer satisfaction. The Associate Director owns end-to-end operational processes, develops strategies that support organizational priorities, and works across multiple stakeholder groups to resolve complex operational challenges.
Success in this role requires the ability to lead through influence, balance competing priorities, manage risk, and ensure high-quality operational delivery across a portfolio of client programs.
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:

• 5+ years of business experience in the healthcare industry
• 3+ years of people-management experience, including coaching and performance-management responsibilities
• 3+ years of direct client-facing experience, including issue resolution and escalation management
• 3+ years of project or program management experience
• 2+ years of business operations experience
• Demonstrated ability to manage multiple priorities and stakeholders in a fast-paced environment
• Demonstrated solid analytical, critical-thinking, problem-solving, and deadline-management skills
• Demonstrated ability to influence stakeholders and drive results within a matrixed organization
• Demonstrated excellent written, verbal, and presentation communication skills
• Demonstrated ability to interpret operational data and translate insights into action plans

Preferred Qualifications:

• Experience supporting retrospective chart review programs
• Experience in risk adjustment operations
• Experience with medical record acquisition programs for health plans
• Experience collecting or managing the collection of medical records as part of an audit or review process
• Experience supporting Medicare Advantage, ACA, and/or Medicaid programs
• Experience managing vendor relationships and external business partners
• Experience analyzing and improving complex operational workflows
• Working knowledge of medical record documentation and healthcare operations

*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 $112,700 - $193,200 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.