Vice President of Enterprise Quality

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together.

The Vice President of Enterprise Quality will be responsible for leading the enterprise capability for transformation and scale of the quality program and strategy for UnitedHealth Group. The enterprise quality capability is responsible for delivering transformational improvement to create operational excellence, robust processes, consistent metric and measurement framework, and an environment of disciplined execution. The foundation of the strategic quality transformation for the enterprise is to create a culture of quality across all functions in the enterprise, with a customer focus to exceed customer expectations by effectively and efficiently delivering quality products and services. This role will report to the Enterprise Lead, Services & Integration and be accountable to deliver on the following:

Audit Optimization: Reduce manual audits while leveraging automation technologies to build quality within upstream processes

Rework Minimization: Reduce operational manual touches thru improved first pass accuracy to reduce costs and avoid member/provider abrasion

Process Efficiency Enhancement: Strategically and systemically address operational thru put inefficiencies and opportunities by building in process controls, error proofing, feedback and training loops in real time to drive efficiency gains and reduce manual footprint

Metric and Analytics Rationalization: Develop predictive and proactive measures and analytics that enable the enterprise to react to enterprise inefficiencies, opportunities, and issues in real time reducing abrasion and driving

You’ll enjoy the flexibility to work remotely * from anywhere within the U.S. as you take on some tough challenges.

Primary Responsibilities:

• Transform disparate quality approaches and activities into an Enterprise Quality capability to support UHG’s focus on customer experience by creating a strategy, organizational structure and operating model to:
• Create organizational vision, strategy and execution path to establish UHG as a quality leader
• Understand and deliver on the customer’s expectations through proactive, predictive, and analytical management practices
• Develop and implement data-driven quality management system to support effective continuous improvement
• Reduce preventable costs and errors through root cause identification in the initial process or product to prevent future incidents via process re-engineering and technology
• Drive visibility into a member or provider’s E2E experience
• Decrease waste through efficient enterprise-wide management of the quality workforce and standardization of processes and metrics
• Gain short term and long-term cost controls through elimination of non-value add or non-standard quality processes and functions
• Establish required data, metrics/MBOs, and supporting technologies to enable the transformation to continuous improvement, delivering distinctive outcomes
• Drive integration strategies and plans with appropriate impacted/influential teams, organizations and individuals
• Building relationships across the company, providing insightful feedback to the management and quality team on quality issues, opportunities and ways to improve strategic priorities

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:

• 15+ years of experience leading quality and transformation efforts across a matrixed global organization
• 10+ years of experience and success providing direct leadership and mentorship to a team of employees
• Demonstrated strategic thinking abilities and an enterprise-wide perspective
• Progressive and proven record of leadership with experience managing quality and compliance in healthcare
• Experience with all phases of product and service development lifecycle, including concept, design, implementation, verification and validation activities necessary for product commercialization a plus.
• Able to lead cross functionally with peers and informal networks to implement a culture of quality across an enterprise.
• Experience delivering quality to market with significant experience managing all aspects of Quality Management System and Operational Excellence activities.
• Successful track record working in a matrixed environment with experience influencing non-direct reports to implement outcomes.
• Ability to function at a high level with executives, employees, customers, contractors, and other external parties.
• Working knowledge of regulatory/compliance and ability to partner effectively to improve results.
• Demonstrated ability to collaborate cross-functionally with teams fast-moving and dynamic business environment
• Capability to build a team and operate with a geographically distributed network of colleagues to solve problems quickly
• Cultivates Teams & Learning Culture – Develops and nurtures strong teams; creates an open, engaged and learning culture
• Inspiring/ Able to Motivate – Build and maintain a high-performing and high-accountability team of knowledgeable and skilled teammates who function on the leading edge, while maintaining compliance with regulatory requirements

Preferred Qualifications:

• Demonstrated leadership track record related to product/process quality improvement (and related cost of poor-quality reduction) and customer satisfaction and/or NPS improvements
• Experience in predictive and preventive quality approaches for new products/processes and service designs, as well as continuous improvement of existing products/processes and services
• Understanding of and experience with establishing strategic roadmaps linking business capabilities with supporting data governance, analytics and technology roadmaps and approaches
• Experience with integrating customer experience data with operational data to measurably improve operational effectiveness and the customer experience.
• Knowledge of effective applications of ai technologies, including machine learning, RPA to improve outcomes and efficiencies
• Experience with achieving and maintaining certification in QS/TS and/or ISO quality management systems
• Six Sigma and Lean leadership

*All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter Policy.