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Program Lead - National Remote

Company: UnitedHealth Group
Location: Hartford
Posted on: September 22, 2022

Job Description:

Youll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges. You're looking for the next great thing for your career. How about creating the future of health care? Optum Frontier Therapies is a new pharmacy services business pioneering a better approach to care for patients with rare diseases; we are on a mission to support people with compassion while creating access to therapies at the frontier of health care. With us, you'll find a fast-paced, passionate and professional culture where you can use your talent and our resources to make a huge impactensuring that all people, no matter how unique, have the ability to access a better tomorrow. Take this opportunity to start doingyour life's best work.SM What makes your career greater with Optum Frontier Therapies? You'll work with expert and enthusiastic peers, be part of a culture focused on both clinical outcomes and business results, and contribute to a growing team that prides itself on learning, evolving and challenging the status quo. The Program Lead in Optum Frontier Therapies will support a pharmacy operations team in of an exciting and impactful new business dispensing and servicing therapies at the frontier of healthcare. As a new Optum business, we are building on our strengths but also challenging the status quo. We are creating a business that is designed to specifically serve the unique needs of rare disease patient populations and support the emerging therapies, which require enhanced services and new capabilities beyond traditional specialty pharmacies. Key stakeholders that the Program Lead must consider are the patients we serve, doctors and their office staff who prescribe these therapies, pharmaceutical and biotech manufacturers who are our partners, and our internal pharmacy team facilitating pharmacy activities every day. Our mission, supporting people with compassion while creating access to therapies at the frontier of health care, and vision, that all people, no matter how unique, can access a better tomorrow are what drive and motivate us, as part of the larger UnitedHealth Group mission to make the health system work better for everyone. The Program Lead directly supports the program manager and supervisor(s) whom is responsible for the operational health, efficiency and management of one or more assigned teams while serving as a dedicated point of contact for a pharmaceutical or biotech manufacturer client. This is a role that must be able to think both wide and deep, and balance internal team direction with external customer orientation. Program Leads help provide guidance, leadership, and indirect supervision to the staff assigned to the program and help ensure that the goals and objectives of the department and their assigned programs are met in a manner that aligns both internal business expectations and external client satisfaction. Under direct supervision from the Program Manager or Program Supervisor, the Program Lead supports management with the overall development, implementation and management of services being performed on behalf of designated and/or assigned manufacturer customers. This role partners closely with Client Strategy leaders to ensure that manufacturer client portfolios are operating effectively, to raise recommendations for program improvements, communicate trends on the program and advance the business partnership with a client. This position relies heavily on the ability to anticipate and proactively recommend solutions, accurately follow directions, thoroughly research, communicate and resolve employee, program, and customer-related needs and concerns according to established standards and timeframes. This position will provide coaching, mentoring, and support in the development of staff and recognize individual and team success, which result in a high-level of team engagement and commitment. This position is full-time, Monday - Friday. Employees are required to work our normal business hours of 8:00am- 9:00pm EST including the flexibility to work occasionalovertime and weekends based on business need. We offer 2 weeks of training from 8:30pm - 5:00pm EST. *All Telecommuters will be required to adhere to UnitedHealth Groups Telecommuter Policy. Primary Responsibilities:

  • Maintains expert knowledge of program guidelines, processes, FAQs, products and therapeutic areas related to assigned programs.
  • Keeps current with industry and treatment trends, treatment standards and updated indications related to assigned programs and products.
  • Indirectly responsible for the operational oversight of one or more assigned teams and/or programs.
  • Focus on employee development and coaching
  • Works directly with the Client Implementation & Business Solutions team, Client Strategy team and/or Clinical team to ensure the timely and complete launch of new programs or updated processes.
  • Ensures the morale and spirit of motivation within the department is maintained, including the degree of cooperation, communication, and coordination between employees
  • Helps Develops, monitors and maintains managerial metrics for the department.
  • Enforces standard operating procedures regarding the integrity of technology and telecommunications systems to ensure that the services performed meet or exceed customer expectations.
  • May hold regular team meetings.
  • Assists with the development of quality assurance guidelines and conducts reviews of documents, electronic records, inbound and outbound calls according to the defined guidelines.
  • Assists senior management with the fiscal management of a contract or program by monitoring direct costs and tracking revenue when applicable.
  • Maintains stringent company, employee and customer confidentiality as well as compliance with all HIPAA regulations
  • Accurately documents all customer communications in an appropriate and professional manner within specified timeframes.
  • Communicates customer statuses to the appropriate parties at specified intervals or as needed.
  • Resolves customer issues through expert troubleshooting and escalates potential problems to upper management in a timely manner.
  • Help recruit and hire employees to support the organizational structure of program to include onsite employees, telecommute, and remote workforce
  • Work directly with leadership on recommended staffing needs using time studies and workforce management tools
  • Manage employee schedules ensuring fair and consistent practices
  • Ensure policies and procedures are being followed. Become a subject matter expert on all workflow and policies to inform of work instruction and job aid content needs.
  • Work directly with training team to ensure all team members are trained to policies and procedures and work instructions.
  • Ensure team members remain compliant with all necessary licensure and continuing education requirements
  • Maintain close relationship with peers to ensure client needs are always exceeded
  • Navigate a highly matrixed organization using strong relationship building skills and clear communication in both verbal and written form
  • Drive understanding of systems to partner with leadership on implementation teams to be a subject matter expert in capabilities with understanding to inform on gaps and provide optionality for forward planning of successful implementations
  • Collaborate with program leadership and quality team to identify trends and drive culture of quality performance.
  • Participate in monthly meetings
  • Provide recommendations to IT partners on system enhancements to better drive performance and quality
  • Willingness to jump in and be an operator to ensure patients orders are delivered
    Youll 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:
    • High School Diploma / GED (or higher)
    • Experience leading and developing a team
    • Experience managing cross-functional programs and client relationships
    • Proficiency in Microsoft products such as Excel and PowerPoint, and an ability to easily learn and adopt new technology tools
    • Ability to work Monday - Friday between the hours of 8:00am - 9:00pm EST
      Preferred Qualifications:
      • Valid pharmacy technician license in good standing, State of employment
      • National PTCB certification
      • Specialty Pharmacy experience
      • Pharmacy Accreditation experience
      • Previous work history working in a matrixed environment, call center, operations environment
        Telecommuting Requirements:
        • Required to have a dedicated work area established that is separated from other living areas and provides information privacy
        • Ability to keep all company sensitive documents secure (if applicable)
        • Must live in a location that can receive a UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet service
          Soft Skills:
          • Solid problem solving, analytical, and critical thinking skills with an ability to work consultatively with partners
          • Be a team player and collaborate across functions
          • Proven ability to set priorities to meet key objectives of the business
            UnitedHealth Group requires all new hires and employees to report their COVID-19 vaccination status. Military & Veterans find your next mission: We know your background and experience is different and we like that. UnitedHealth Group values the skills, experience and dedication that serving in the military demands. In fact, many of the values defined in the service mirror what the UnitedHealth Group culture holds true: Integrity, Compassion, Relationships, Innovation and Performance. Whether you are looking to transition from active duty to a civilian career, or are an experienced veteran or spouse, we want to help guide your career journey. Learn more at https://uhg.hr/transitioning-military Learn how Teresa, a Senior Quality Analyst,works withmilitary veterans and ensures they receive the best benefits and experience possible.https://uhg.hr/vet Careers with Optum. Here's the idea. We built an entire organization around one giant objective; make the health system 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, Connecticut or Nevada Residents Only: The salary range for Colorado residents is $21.68 - $38.56. The salary range for Connecticut / Nevada residents is $23.94 - $42.40. 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, youll find a far-reaching choice of benefits and incentives. Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity / Affirmative Action employer 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. UnitedHealth Group is a drug - free workplace. Candidates are required to pass a drug test before beginning employment. Keywords: #RPO, #YELLOW

Keywords: UnitedHealth Group, Hartford , Program Lead - National Remote, Other , Hartford, Connecticut

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