RN Call Center Manager Telecommute

UnitedHealth Group

Seattle Washington

United States

Customer Service / Call Center
(No Timezone Provided)

Combine two of the fastest-growing fields on the planet with a culture of performance, collaboration and opportunity and this is what you get. Leading edge technology in an industry that's improving the lives of millions. Here, innovation isn't about another gadget, it's about making health care data available wherever and whenever people need it, safely and reliably. There's no room for error. Join us and start doing your life's best work.(sm)

The Quality Program Manager for the Patient Navigator program will be directly responsible for the day to day operations of a virtual call center, serving all care delivery organizations across Optum Care. As a leader on the Optum Clinical Performance Quality team, you will be part of UnitedHealth Group's mission of helping people live healthier lives.

You'll enjoy the flexibility to telecommute* from anywhere within United States as you take on some tough challenges.

Primary Responsibilities:

  • Accountability for the business operational functions of a 20+ associate call center focused on assessment, education, and support for the patients of our care delivery organizations (CDOs) in Optum Care
  • Serves as a supervisor and role model for the patient navigator team and mentors new employees to the team as necessary. Provide direction, development, and support to supervisor level associates.
  • Oversees the implementation of new CDO clients to the program inclusive of developing care transition processes and community resource directories specific to each market, in partnership with multiple teams in the CDO including quality, clinical services, and service centers
  • Works collaboratively with internal quality leaders from the Member Experience (CAHPS/HOS) and performance pod management teams to manage the CDO client relationship
  • Works collaboratively with payer program leaders and teams to create an integrated experience for the patient
  • Serve as a subject matter expert for CAHPS/HOS quality survey measures and Medicare Star Ratings for the Patient Navigators and for CDO clients
  • Create and maintain monthly dashboard/report for each business supported providing a status of key program compliance indicators for CAHPS/HOS
  • Adapts departmental plans and priorities to address business and operational challenges
  • Accountable for uniform and consistent application of clinical processes / workflows within team and books of business, as well as effective implementation and management of all workflows with CDO and payer
  • Provide subject matter expertise, coaching, and training to other Optum teams implementing similar programs using contracted resources, as needed
  • Support program growth and efficiency through participation in operational projects to drive efficiency such as selection of a call center documentation platform, dialer systems, and additional communication methods including IVR, text, and email.
  • Support organizational growth by evolving the management structure for the Patient Navigator team, which is expected to grow year over year

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:

  • Bachelor's degree
  • Active RN license
  • 3+ years health industry experience and/or in a large complex matrixed organization experience
  • 3+years of program management and/or operational experience managing significant and complex projects
  • 3+ years of call center management
  • If you need to enter a work site for any reason, you will be required to screen for symptoms using the ProtectWell mobile app, Interactive Voice Response (i.e., entering your symptoms via phone system) or similar UnitedHealth Group-approved symptom screener. When in a UnitedHealth Group building, employees are required to wear a mask in common areas. In addition, employees must comply with any state and local masking orders

Preferred Qualifications:

  • Experience in project management
  • Working knowledge of CAHPS/HOS and Medicare Stars
  • Experience working virtually, and managing a virtual team
  • Bi-lingual English/Spanish
  • Mountain Standard Hours working hours
  • Strong team building, collaboration, and motivational skills


Careers with Optum. Here's the idea. We built an entire organization around one giant objective; make health care work better for everyone. So when it comes to how we use the world's large accumulation of health-related information, or guide health and lifestyle choices or manage pharmacy benefits for millions, our first goal is to leap beyond the status quo and uncover new ways to serve. Optum, part of the UnitedHealth Group family of businesses, brings together some of the greatest minds and most advanced ideas on where health care has to go in order to reach its fullest potential. For you, that means working on high performance teams against sophisticated challenges that matter. Optum, incredible ideas in one incredible company and a singular opportunity to do your life's best work.(sm)

Colorado Residents Only: The salary range for Colorado residents is $79,700 to $142,600. Pay is based on several factors including but not limited to education, work experience, certifications, etc. In addition to your salary, UnitedHealth Group offers 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 UnitedHealth Group, you'll find a far-reaching choice of benefits and incentives

OptumCare is committed to creating an environment where physicians focus on what they do best: care for their patients. To do so, OptumCare provides administrative and business support services to both owned and affiliated medical practices which are part of OptumCare. Each medical practice part and their physician employees have complete authority with regards to all medical decision-making and patient care. OptumCare's support services do not interfere with or control the practice of medicine by the medical practices or any of their physicians.

Diversity creates a healthier atmosphere: OptumCare is an Equal Employment Opportunity/Affirmative Action employers and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

OptumCare is a drug-free workplace. Candidates are required to pass a drug test before beginning employment

Job Keywords: RN Call Center Manager, RN, Nurse, Healthcare, Telecommute, Telecommuting, Telecommuter, Work From Home, Remote. Denver, CO, Colorado, Las Vegas, NV, Nevada, Phoenix, AZ, Arizona, Seattle, WA, Washington

RN Call Center Manager Telecommute

UnitedHealth Group

Seattle Washington

United States

Customer Service / Call Center

(No Timezone Provided)

Combine two of the fastest-growing fields on the planet with a culture of performance, collaboration and opportunity and this is what you get. Leading edge technology in an industry that's improving the lives of millions. Here, innovation isn't about another gadget, it's about making health care data available wherever and whenever people need it, safely and reliably. There's no room for error. Join us and start doing your life's best work.(sm)

The Quality Program Manager for the Patient Navigator program will be directly responsible for the day to day operations of a virtual call center, serving all care delivery organizations across Optum Care. As a leader on the Optum Clinical Performance Quality team, you will be part of UnitedHealth Group's mission of helping people live healthier lives.

You'll enjoy the flexibility to telecommute* from anywhere within United States as you take on some tough challenges.

Primary Responsibilities:

  • Accountability for the business operational functions of a 20+ associate call center focused on assessment, education, and support for the patients of our care delivery organizations (CDOs) in Optum Care
  • Serves as a supervisor and role model for the patient navigator team and mentors new employees to the team as necessary. Provide direction, development, and support to supervisor level associates.
  • Oversees the implementation of new CDO clients to the program inclusive of developing care transition processes and community resource directories specific to each market, in partnership with multiple teams in the CDO including quality, clinical services, and service centers
  • Works collaboratively with internal quality leaders from the Member Experience (CAHPS/HOS) and performance pod management teams to manage the CDO client relationship
  • Works collaboratively with payer program leaders and teams to create an integrated experience for the patient
  • Serve as a subject matter expert for CAHPS/HOS quality survey measures and Medicare Star Ratings for the Patient Navigators and for CDO clients
  • Create and maintain monthly dashboard/report for each business supported providing a status of key program compliance indicators for CAHPS/HOS
  • Adapts departmental plans and priorities to address business and operational challenges
  • Accountable for uniform and consistent application of clinical processes / workflows within team and books of business, as well as effective implementation and management of all workflows with CDO and payer
  • Provide subject matter expertise, coaching, and training to other Optum teams implementing similar programs using contracted resources, as needed
  • Support program growth and efficiency through participation in operational projects to drive efficiency such as selection of a call center documentation platform, dialer systems, and additional communication methods including IVR, text, and email.
  • Support organizational growth by evolving the management structure for the Patient Navigator team, which is expected to grow year over year

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:

  • Bachelor's degree
  • Active RN license
  • 3+ years health industry experience and/or in a large complex matrixed organization experience
  • 3+years of program management and/or operational experience managing significant and complex projects
  • 3+ years of call center management
  • If you need to enter a work site for any reason, you will be required to screen for symptoms using the ProtectWell mobile app, Interactive Voice Response (i.e., entering your symptoms via phone system) or similar UnitedHealth Group-approved symptom screener. When in a UnitedHealth Group building, employees are required to wear a mask in common areas. In addition, employees must comply with any state and local masking orders

Preferred Qualifications:

  • Experience in project management
  • Working knowledge of CAHPS/HOS and Medicare Stars
  • Experience working virtually, and managing a virtual team
  • Bi-lingual English/Spanish
  • Mountain Standard Hours working hours
  • Strong team building, collaboration, and motivational skills


Careers with Optum. Here's the idea. We built an entire organization around one giant objective; make health care work better for everyone. So when it comes to how we use the world's large accumulation of health-related information, or guide health and lifestyle choices or manage pharmacy benefits for millions, our first goal is to leap beyond the status quo and uncover new ways to serve. Optum, part of the UnitedHealth Group family of businesses, brings together some of the greatest minds and most advanced ideas on where health care has to go in order to reach its fullest potential. For you, that means working on high performance teams against sophisticated challenges that matter. Optum, incredible ideas in one incredible company and a singular opportunity to do your life's best work.(sm)

Colorado Residents Only: The salary range for Colorado residents is $79,700 to $142,600. Pay is based on several factors including but not limited to education, work experience, certifications, etc. In addition to your salary, UnitedHealth Group offers 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 UnitedHealth Group, you'll find a far-reaching choice of benefits and incentives

OptumCare is committed to creating an environment where physicians focus on what they do best: care for their patients. To do so, OptumCare provides administrative and business support services to both owned and affiliated medical practices which are part of OptumCare. Each medical practice part and their physician employees have complete authority with regards to all medical decision-making and patient care. OptumCare's support services do not interfere with or control the practice of medicine by the medical practices or any of their physicians.

Diversity creates a healthier atmosphere: OptumCare is an Equal Employment Opportunity/Affirmative Action employers and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

OptumCare is a drug-free workplace. Candidates are required to pass a drug test before beginning employment

Job Keywords: RN Call Center Manager, RN, Nurse, Healthcare, Telecommute, Telecommuting, Telecommuter, Work From Home, Remote. Denver, CO, Colorado, Las Vegas, NV, Nevada, Phoenix, AZ, Arizona, Seattle, WA, Washington