Associate Director for Clinical Operations

Here, you will find a culture guided by inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together.

Primary Responsibilities:

• Positions in this function are responsible for providing expertise and customer service support to members, customers, and/or providers
• Provides leadership to and is accountable for the performance and direction through multiple layers of management and senior level professional staff
• Work most often impacts a large business unit, or multiple markets/sites
• Develops and executes strategies for a function or discipline that span a large business unit or multiple markets/sites
• Directs others to resolve business problems that affect multiple functions or disciplines
• Product, service or process decisions are most likely to impact multiple functions and/or customer accounts (internal or external)
• Manage Employee Assistance Programs (EAP) or Mental Health Programs as an account
• Lead a team of counselors or psychologists, ensuring effective support and guidance
• Provide certified psychological counseling or coaching services
• Additional Scope and Guidelines
• Demonstrate understanding of internal/external factors that may drive caller questions/issues (e.g., recent plan changes, mass mailings, call directing/rerouting, weather emergencies)
• Ask appropriate questions and listen actively to identify underlying questions/issues (e.g., root cause analysis)
• Gather appropriate data/information and perform initial investigation to determine scope and depth of question/issue
• Identify and coordinate internal resources across multiple departments to address client situations, and escalate to appropriate resources as needed
• Apply knowledge of applicable Service Level Agreements (SLAs) and Performance Guarantees when interacting with callers
• Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regards to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so

Required Qualifications:

• Certification as a psychological counselor or coach
• 12+ years leadership experience in healthcare, emotional wellness, or in a patient-facing field of work
• Proven experience in handling EAP or Mental Health Programs
• Demonstrated ability to manage and lead a team of mental health professionals
• Proven ability to lead a large team of at least 500 FTEs preferably in a contact center voice operations
• Proficient in MS Office and an advanced user in Excel and Powerpoint
• Willing to work onsite on rotating US shift schedules
• Solid facilitation and organizational development skills
• Ability to plan, organize and be flexible in responding to shifting priorities and multiple clients
• Proven time and resource management skills

At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone.

• of every race, gender, sexuality, age, location and income
• deserves the opportunity to live their healthiest life.

• an enterprise priority reflected in our mission.

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