Job Details

Optum Insight is improving the flow of health data and information to create a more connected system. We remove friction and drive alignment between care providers and payers, and ultimately consumers. Our deep expertise in the industry and innovative technology empower us to help organizations reduce costs while improving risk management, quality and revenue growth. Ready to help us deliver results that improve lives? Join us to start Caring. Connecting. Growing together.

The Director of Record Retrieval Scheduling will lead and optimize large-scale scheduling operations for provider engagement. This strategic leader will oversee in and outbound scheduling operations, manage offshore and BPO teams, and ensure operational excellence across prospective and retrospective risk programs. The role requires a deep understanding of provider dynamics, scheduling nuances, and the ability to leverage data-driven insights to improve efficiency, quality, and scalability.

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

Primary Responsibilities:

• Operational Leadership

• Direct and manage provider outreach scheduling operations, ensuring alignment with organizational goals and compliance standards

• Oversee offshore and BPO teams, driving performance, engagement, and accountability

• Implement best practices for outbound operations, including call cadence, scheduling rates, and quality assurance

• Matrix manages and influences other teams including, but not limited to Business Operations, GSS, Pre PNP and client delivery

• Organizational development: Developing the leaders of tomorrow and creating succession planning

• Strategic Planning & Optimization

• Develop and execute strategies to scale and integrate scheduling operations across multiple programs

• Identify and implement headcount efficiencies through process redesign, automation, and technology enablement

• Drive adoption of AI and advanced analytics to optimize scheduling performance and reduce excessive calling

• Develop and operationalize onshore/ offshore/ nearshore/ BPO strategy to maximize operational effectiveness while meeting client and regulatory requirements

• Works with business operations on headcount planning and initiatives to increase scheduling and quality metrics

• Data-Driven Performance Management

• Utilize large datasets to analyze operational trends, identify root causes, and implement corrective actions

• Monitor key metrics such as scheduling rate, call quality, and provider engagement to ensure continuous improvement

• Partner with analytics teams to design dashboards and reporting tools for real-time performance visibility

• Risk Program Expertise

• Apply knowledge of prospective and retrospective risk operations to enhance scheduling strategies

• Ensure outreach efforts align with risk adjustment goals and regulatory requirements

• Cross-Functional Collaboration

• Work closely with technology, product, and clinical teams to integrate scheduling solutions into broader workflows

• Serve as a thought leader in operational innovation, influencing senior stakeholders on strategic initiatives

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:

• 10+ years in healthcare operations, with at least 5 years in a leadership role

• Proven experience both scaling and managing offshore and BPO teams

• Demonstrated experience driving decisions and outcomes, taking ownership beyond assigned tasks

• Solid background in outbound operations and provider engagement

• Demonstrated success in scaling complex operations and driving efficiency through technology

• Proven ability to anticipate operational needs, identify gaps, and proactively define solutions in complex environments

• Proven solid leadership presence with the ability to mobilize teams and lead conversations, especially in fast moving, ambiguous settings

• Proven advanced analytical skills with proficiency in interpreting large datasets

• Proven strategic thinker with a track record of operational optimization

• Proven excellent presentation skills with the ability to engage with clients as necessary

• Proven excellent communication and stakeholder management abilities

Preferred Qualifications:

• Call center operations experience

• Knowledge of AI applications and automation in scheduling operations

• Familiarity with prospective and retrospective risk adjustment programs

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

Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer 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 us, you'll find a far-reaching choice of benefits and incentives. The salary for this role will range from $134,600 to $230,800 annually based on full-time employment. We comply with all minimum wage laws as applicable.

Application Deadline: This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants.

At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone-of every race, gender, sexuality, age, location and income-deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes - an enterprise priority reflected in our mission.

UnitedHealth Group is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.

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