Director of Customer Service Quality Management (TRICARE)

Company:	UnitedHealth Group Company Profile \| Current Opportunities (126)
Job Location(s):	Richardson
Employment Term:	Regular
Employment Type	Full Time
Start Date:	As soon as possible
Starting Salary Range:	Not Provided
Required Experience:	Open
Related Categories:	Customer Service - General, Management and Supervision, Quality and Process Improvement

Position Description

Job Description - Director of Customer Service Quality Management (TRICARE) (316163)

Job Description

Director of Customer Service Quality Management (TRICARE)-316163

Description

UnitedHealth Military & Veterans Services is part of the family of companies that make UnitedHealth Group one of the leaders across the US health care system.

We serve those who serve our nation, providing quality health care services to millions of military beneficiaries across the South.

Our commitment to helping people live healthier lives, and to continue the honor, satisfaction, and quality of the TRICARE military health benefit program is greater than ever. Our efforts complement the Military Health System to demonstrate the best blend of public and private health care solutions.

It's not just business as usual. It is one of our proudest endeavors.

If you're ready to help make health care work better for those who serve our nation. If you are smart, creative, and committed. If you want to make a difference. Consider being part of the elite team at UnitedHealth Military & Veterans Services.

Under the direction and guidance of the Vice President of Custome Service, the Director of Customer Service Quality Management - TRICARE will be assigned responsibilities that include, but are not limited to, the following:

Develop and implement a TRICARE Quality Control program consistent with the TRICARE Operations Manual
Define, track, and manage all government quality management reporting requirements; ensure all quality requirements are satisfied on time, on budget, and to specification.
Lead, coordinate and integrate the quality efforts of all teams across the TRICARE program.
Apply statistical techniques, when applicable, to measure quality and identify opportunities to improve processes and reduce variation.
Using industry best practices, identify and prioritize quality improvement opportunities and propose quality improvement measures.
Design, facilitate, train, and evaluate quality programs.
Train other team members in quality methods and metrics. Establish and implement training programs necessary to ensure predictable execution and continuous improvement.
Establish metrics for quality control and reporting.
Responsible for end-to-end business process activities - creating, controlling and improving business processes. Lead process design and project implementation teams in process improvement activities. Diagnose process improvement opportunities and develop solutions using principles of process excellence and related tools. This position is also responsible for quality reporting, analysis and audits and for developing plans and programs to support continuous quality improvement using applicable tools (including TQM, Six Sigma or other related quality programs).
Develop policies and procedures required to proactively execute quality programs and establish a culture of continuous improvement.
Establish and maintain a repository of quality programs and materials.
Assume other leadership roles, as required

OTHER RESPONSIBILITIES
* Travel may be required to support client requirements.
* Other job related duties as assigned by the VP of Customer Service

This is an opportunity to share in something special; a chance for all of us to serve, to excel, and to know that we've made a difference for those families who have made our nation stronger.

Qualifications

* 7+ years of formal quality management experience managing a wide variety of business or technical quality programs and projects.

* 7+ years of general business experience with primary focus on customer service function of call centers, claims, billing and enrollment with the healthcare industry

* Demonstrated experience with process mapping and process improvement (Six Sigma, TQM, etc. preferred)

* Bachelor's degree in Business Management or related field.

* Ability to demonstrate interpersonal skills, including the ability to work effectively in a multidisciplinary environment.

* Demonstrated ability to lead and motivate a team.

* Experience working and thinking creatively in a fast paced, multidisciplinary environment with changing priorities and demanding deadlines.

* Excellent written and oral communications skills.

* Flexible self-starter and results oriented.

* Effective problem solving and analytical ability.

* Customer-service orientation.

* Ability to work independently and without direct supervision.

* Strong organizational skills, attention to detail, and ability to meet deadlines.

Highly Desired:

* Certified Professional in Healthcare Quality (CPHQ), Six Sigma Black Belt, Total Quality Management (TQM), or related industry quality certification or related graduate degree.

* Knowledge of Microsoft Office tools, including Project, Visio or related tools.

* Experience establishing and implementing training programs.

As a government contractor, this position requires U.S. citizenship and proof of favorable adjudication following submission of Department of Defense form SF85P.

Diversity creates a healthier atmosphere: equal opportunity employer M/F/D/V

UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment. In addition, employees in certain positions are subject to random drug testing.

Job General Operations Management

Primary LocationUS-TX-Richardson

Organization Military & Veterans Hlth Srvcs

Schedule Full-time

Number of Openings 1