Medicaid Member Services Contact Center Manager - Arkansas

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 inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together.

Optum State Government Solutions (OSGS) is seeking a highly skilled and motivated Medicaid Member Services Contact Center Manager to lead our member support operations. This role is pivotal in ensuring that Medicaid members receive high-quality, efficient, and compassionate assistance. You will oversee daily operations, manage a diverse workforce, and ensure all technological and operational deliverables align with our client's mission.

If you are located in Arkansas, you will have the flexibility to work remotely* as you take on some tough challenges.

Primary Responsibilities:

As the Contact Center Manager, you will be responsible for the end-to-end success of the facility. Your duties include, but are not limited to:

• Operational Leadership: Supervise and lead daily Contact Center operations, including quality assurance (QA) and quality improvement (QI) initiatives
• Workforce Management: Oversee the hiring, training, and professional development of the workforce; manage scheduling and resource provisioning to meet all service demands
• System Oversight: Participate in software testing and enhancement activities; identify and mitigate project risks associated with CRM design, development, and implementation
• Performance Tracking: Manage and report on all Service Level Agreements (SLAs), performance standards, and development status updates to the Project Director
• Financial & Project Analysis: Monitor and analyze project progress, budgets, report delivery, and overall operational performance to ensure fiscal and contractual compliance

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:

• Certified Project Manager (PMP or comparable current/active PM Certification)
• 9+ years of experience in Health Care, Business Administration, Information Technology, or a related field (combination of education and experience accepted)
• 5+ years of experience in a Management or key leadership role for a large-scale customer service or CRM project
• Demonstrated experience with full System Development Life Cycle (SDLC) from initiation through post-implementation
• Medicaid experience
• CRM experience
• Proficiency in using project management tools to develop plans, deliver tasks, and track timelines and resources
• Excellent verbal and written communication skills, including small group facilitation and formal presentation skills
• Reside in the state of Arkansas to perform the duties of this role
• Willing/able to travel approximately 10% of the time as business needs dictate

*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 $112,700 to $193,200 annually based on full-time employment. We comply with all minimum wage laws as applicable.

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.