Director of Medicaid Member Experience (CX) Operations - Arkansas

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.

Our Mission

At Optum State Government Solutions, we are driven by a single, powerful purpose: to help people live healthier lives and make the health system work better for everyone. We believe that a more efficient, responsive, and data-driven customer service infrastructure is the backbone of a healthier society. In this role, you won't just manage a project; you will ensure that the people we serve receive the vital health information and support they need through a seamless, modernized system.

The Director of Medicaid Customer Experience (CX) Operations (internally recognized as the Contact Center Project Director) is the primary architect of our service delivery for our State client. You will provide the strategic vision and operational leadership for the Medicaid Member Contact Center, ensuring that our people, processes, and technology - specifically CRM systems - align to meet the complex needs of Medicaid populations. You serve as the face of Optum to the State, building a bridge between government requirements and innovative health solutions.

NOTE: Qualified candidates must live in the state of Arkansas to be considered

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

Primary Responsibilities:

• Mission-Driven Leadership & Strategy
  • Strategic Oversight: Direct the general management of the Medicaid Member Contact Center responsibilities, leading a high-performing team including the Contact Center Manager, Technical Lead, and Business Operations Lead
  • Resource Advocacy: Strategically allocate, schedule, and provision resources to balance the needs of our State client with operational excellence
  • Culture of Excellence: Foster a support team environment focused on empathy, accuracy, and efficiency to make the health system work better for every member
• State Partnership & Communication
  • Principal Interface: Act as the primary point of contact and "trusted advisor" for our State client, ensuring all formal Medicaid Member Contact Center communications and correspondence are professional, transparent, and solution-oriented
  • Compliance & Integrity: Ensure rigorous adherence to all policies, procedures, and Scope of Work (SOW) requirements, maintaining updated business practices that reflect the evolving needs of the State's health programs
• Operational Execution
  • Full Lifecycle Management: Oversee large-scale CRM development projects from initial initiation through post-implementation, ensuring technical stability and user-centric design
  • Process Improvement: Identify emerging business needs and implement proactive adjustments to business practices to improve service delivery and member outcomes

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 PM Certification)
• 9+ years of experience in Health Care, Business IT, or a related field (combination of education and experience accepted)
• 5+ years in a key management role for large-scale customer service and/or CRM development projects (full SDLC)
• Medicaid experience with deep understanding of the intersection between health policy and technology
• Demonstrated experience with CRM systems and standard Project Management methodologies and tools
• Proven exceptional writing, small group facilitation, and formal presentation skills for executive State audiences
• 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 $134,600 to $230,800 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.