For those who want to invent the future of health care, here's your opportunity. We're going beyond basic care to health programs integrated across the entire continuum of care. Join us to start Caring. Connecting. Growing together.
The Associate Director of Operations will support Puerto Rico operations through automation, productivity, and quality improvements. This role includes managing multiple functions or business units, overseeing daily operations, and being responsible for financial and non-financial results, including budgets and actuals. The position involves project management, staff management, and leadership responsibilities.
Primary Responsibilities:
- Set priorities based on performance goals, quality, adherence, turnaround time, and error correction
- Lead by example in all aspects of the business
- Conduct management reviews, business reviews, and quality discussions with customers
- Participate in management appraisal cycles
- Drive innovation and process improvements
- Analyze team performance and develop action plans
- Manage special projects and initiatives
- Create and tailor project plans to customer needs using standard templates
- Assist partners with task completion and issue resolution
- Establish service level agreements to monitor program performance
- Secure resources needed for program implementation
- Maintain up-to-date workflows for operational efficiency
- Provide guidance to internal and external partners to ensure effective program implementation
- Interpret contractual requirements and ensure performance tracking
- Review performance data and reports for accuracy
- Analyze operational reports to improve effectiveness and identify new opportunities
- Incorporate performance data into strategic planning
- Promote continuous improvement through stakeholder input and Six Sigma projects
- Ensure adherence to contractual agreements by partners and vendors
- Conduct end-to-end testing of processes and systems
- Identify efficiency opportunities using relevant tools
- Collaborate with finance and other departments on budgets and forecasts
- Assign projects based on capacity and expertise
- Other duties as assigned
*** ENGLISH PROFICIENCY ASSESSMENT WILL BE REQUIRED AFTER APPLICATION ***
We offer a performance-driven environment with clear success metrics and development opportunities.
Required Qualifications:
- Bachelor's Degree or higher
- 10+ years of leadership experience in matrix organizations
- 5+ years in BPO or healthcare industry
- 5+ years using operational metrics, data analytics, and dashboards
- Leadership experience of 5+ years
- Proficiency in Microsoft Office, especially Excel (filters, pivot tables, formulas)
- Professional proficiency in English
- Willingness to work flexible schedules
Preferred Qualifications:
- Master's Degree
- Excellent communication skills
- Ability to work independently in a fast-paced environment
- Strong multi-tasking skills
At UnitedHealth Group, our mission is to help people live healthier lives and improve the health system for everyone. We are committed to equity, environmental responsibility, and addressing health disparities. We are an Equal Employment Opportunity employer, considering all qualified applicants without regard to race, gender, or other protected characteristics.
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