Associate Director, Client Performance Optimization - Remote - Remote Eligible

Associate Director, Client Performance Optimization

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.

The Associate Director, Client Performance Optimization is an individual contributor responsible for building strategic partnerships with contact center clients, matrix partners and operational leaders. This role oversees patient access scheduling and customer service performance, resolves escalated issues, and drives operational excellence to ensure high-quality service delivery and optimal customer experiences.

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

Primary Responsibilities:

• Develop and maintain strategic relationships with assigned clients, understanding their business needs and ensuring expectations are met
• Serve as a liaison between clients and internal business leaders, facilitating clear communication and mutual understanding
• Coordinate internal resources to address escalated client issues, oversee remediation plans, and communicate status updates
• Monitor client performance using scorecards and partner with operations to implement improvement strategies
• Prepare and deliver client-facing presentations the represent performance, key issues, opportunities, and the value provided by the Contact Center COE
• Actively participate in client meetings to identify, track, and report on improvement opportunities
• Collaborate with key internal partners to complete projects and address ongoing service needs

Success Metrics

• Achievement of client satisfaction targets (e.g., NPS, CSAT)
• Timely resolution of escalated issues
• Improvement in operational efficiency and service delivery metrics
• Positive feedback from internal and external stakeholders

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:

• 3+ years of revenue cycle experience in either a leadership or analytical role
• 3+ years of experience in a customer-facing role
• Proficiency with Excel and PowerPoint
• Proven solid communication and presentation skills
• Proven ability to manage complex plans across a matrixed organization

Preferred Qualification:

• Billing Customer Service, Patient Access and Self-Pay Collections

*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). The salary for this role will range from $110,200 to $188,800 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.