Director of Operations

**Número de la requisición**: 2169729
**Categoría de la vacante**: Servicio al cliente
**Ubicación**: Bogotá, Distrito Capital de Bogotá

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- Trabajos con UnitedHealth Group

Estamos creando oportunidades en cada rincón del mercado de salud para mejorar vidas mientras construimos carreras. Y eso significa oportunidades de crecimiento profesional continuo para usted. Mientras le apoyamos con las últimas herramientas, capacitación avanzada y la fuerza unida de los compañeros de trabajo de alto calibre, usted puede continuar siguiendo el camino **del mejor trabajo de su vida. **SM**

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. Come make an impact on the communities we serve as we help advance health equity on a global scale. Here, you will find talented peers, comprehensive benefits, a culture guided by diversity and inclusion, career growth opportunities and **your life’s best work.SM**

The **Operations Director** manages daily general business operations of multiple levels of staff, functions, and departments across multiple business units. This position must guarantee synergy with global operations, as well as participate in local strategic planning process.

**Key Responsibilities**:

- Provide Call Center (member & provider) operations leadership to identify & remove operational barriers. Conduct deep dive program reviews with relevant internal and/or external stakeholders to identify opportunities for continuous improvement.
- Drive operational efficiency initiatives, site leadership/planning, client management, leadership development, and strategic planning.
- Establish and/or implement internal and/or external service level agreements to ensure ability to monitor and measure program performance (e.g., turnaround time; quality; effectiveness).
- Provide guidance, expertise, and/or assistance to internal and/or external partners (e.g., call center; benefits; clinical) to ensure programs and strategies are implemented and maintained effectively.
- Provide input to internal and/or external stakeholders (e.g., sales; shared business partners; pre-service vendors; facilities) in order to drive effective business plan and sales strategy development
- Work with internal and/or external partners (e.g., call center, claims) to ensure accurate reports are produced to validate program performance review.
- Review consolidated operational performance reports to determine overall effectiveness, make necessary changes, and identify opportunities for new programs or program consolidation or expansion. Provide standard performance reports (e.g., scorecards) to update relevant internal and/or external stakeholders on the status of work projects.
- Conduct regular meetings (e.g., JOCs; QBRs) with relevant internal and/or external stakeholders to review and discuss updates and outstanding issues (e.g., project implementation readiness; compliance and/or quality audit results; out-of-compliance issues; staffing issues).
- Develop corrective action plans to address and/or resolve relevant internal and/or external stakeholders’ concerns or issues regarding operational issues.
- Partner with relevant internal and/or external stakeholders to develop and/or review potential operational strategies, programs, and plans (e.g., affordability initiatives; quality programs; projected resource needs; training).
- Communicate and coordinate with and/or help internal and/or external partners interpret contractual requirements to ensure compliance with contractual and regulatory stipulations.
- Ensure staff utilize relevant websites required to obtain up-to-date policies, guidelines, procedures, and regulations
- Monitor and/or report on-going compliance and related outcomes (e.g., claim denials; complaints; clinical metrics) to relevant internal and/or external stakeholders (e.g., regulatory agencies; customers; vendors).
- Ensure that business continuity/emergency response plans are reviewed and tested regularly, up-to-date, and can be readily executed.
- Work with relevant internal partners (e.g., Finance; Underwriting) to identify resource requirements and/or create budgets and forecasts.

**Formal Requirements**
- Bachelor’s degree or HS Diploma/GED with 10+ years equivalent experience
- +12 to 14 years of overall management experience
- +10 years of experience in BPO / Call Center environment
- 3+ years’ experience driving innovative solutions
- Specific Experience
- Multiple simultaneous clients
- KPI and P&L accountability, minimum USD$18MM
- Strategy design to achieve business goals
- 2+ years leading non-FTE operation, transaction based operations (service levels, occupancy, interval level staffing, adherence management. monthly, weekly, daily forecast deliv