Position Description We’re seeking a flexible self-starter with an investigative nature to fill the position of Manager, Issue Resolution with our Polaris Provider Operations team to focus on the highly visible Polaris program. In this role you would enjoy a tremendous opportunity for growth. You would also gain exposure to all areas of the company. Polaris is a large scale, multiple year initiative that will create the technology and process solutions that allow UHC to migrate to a common platform, thus, decreasing technology costs, improving speed to market on new products, networks and innovations.
This is a complex, fast-paced, matrixed environment with a lot of moving parts, and you'll work with the brightest minds in the business and find yourself digging deep to find the solutions to help people live healthier lives. You'll be responsible for analyzing, reviewing and forecasting data for operational and business planning to impact the health care system. You will also provide support in resolving Intake and Triage issues that cross-functional teams may face with implementation of product features in collaboration with business and IT stakeholders. Additionally, you will be responsible for providing support to our operational support teams; troubleshoot, and oversee provider support issues post-deployment and recommend solutions as required.
You’ll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges.
Primary Responsibilities
Provide leadership to the Intake and Triage Analysts
Manage and respond to incoming Intake and Triage notifications (incidents) through a centralized dashboard (i.e. SharePoint, EIM/ServiceNow)
Run applicable reports using established tools, applications and software, and present analysis and recommendations for operational and business review / planning
Support short- and long-term operational/strategic business activities through reporting and analysis
Develop, recommend and implement business solutions through research (root cause analysis)
Interpret and analyze large amounts of data from multiple sources and use it to tell a meaningful story (trend analysis)
Actively engages other IT groups and/or Business partners to drive service restoration as soon as possible, minimize business impact, and meet SLA targets
Responsible for the effective implementation of the process "Incident Management" and carries out the respective reporting procedure
Establish continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable
Handles basic to complex incidents including Significant Events and Sr. Leadership communications
Facilitate formal Service Improvement Programs, process training, review, improvements and issue resolution (best practices; what's working or not working; breakdown in process internally/externally is identified; and facilitate the end-to-end ultimate resolution; resource engagement)
Required Qualifications:
Bachelor’s degree or equivalent work-related experience
4+ years of healthcare and/or health insurance experience
5+ years of staff supervision, team or process lead experience
3+ years of experience identifying patterns within quantitative data, drawing conclusions and recommending solutions and approaches; skilled with end to end issue resolution
3+ years of incident management
Intermediate or greater level of proficiency with Microsoft Excel and Word
Must be willing and able to travel up to 25% of the time for meetings and training
Preferred Qualifications:
5+ years of Provider, Benefit, Claim and/or Enrollment configuration experience
Provider, Product, Benefit, Claim and/or Enrollment research and analysis knowledge
Experience in metrics-based monitoring in both individual and team performance
Excellent oral and written communication skills, interpersonal skills and organizational abilities are essential
Ability to work effectively with minor supervision
Knowledge of data structures within a health plan configuration system (e.g. Facets)
Ability to clearly articulate (both verbal and written) project status and issues management
Six Sigma Green Belt or Black Belt training a plus
ITIL certification
Ability to interact effectively with other areas of the organization
Ability to manage multiple assignments while maintaining quality standards and meeting
