LHI Operations Manager – Program Analyst – La Crosse, WI
At Optum, the mission is clear: Help people live heathier lives and help make the health system work better for everyone
LHI is one of 4 businesses under OptumServe. OptumServe provides health care services and proven expertise to help federal government agencies modernize the U.S. health system and improve the health and well – being of Americans. By joining OptumServe you are part of the family of companies that make UnitedHealth Group a leader across most major segments in the U.S. health care system.
LHI was founded in 1999 and acquired by Optum in 2011, LHI specializes in creating and managing health care programs through on – location services, patient – specific in – clinic appointments, telehealth assessments, or any combination based on customer need. LHI's customizable solutions serve the diverse needs of commercial customers, as well as federal and state agencies, including the U.S. Departments of Defense, Veterans Affairs, and Health and Human Services.
There’s an energy and excitement here, a shared mission to improve the lives of others as well as our own. Ready for a new path? Start doing your life’s best work.
As an Operations Manager you will serve as a primary liaison between the Program Manager and WTCHP NPN operational staff to ensure contract requirements and operational expectations are met. Facilitate the coordination and tracking of Program activities by ensuring orders move through the system in adherence to the contract key performance indicators (KPIs). Assist with the maintenance of the operational process for orders, manage relationships and expectations with multiple stakeholders and assemble and support cross-functional teams of technologist and business users. Define implementation plans to construct project schedules, report on project status to keep all stakeholders engaged and informed. Proactively manage change in project scope through effective communication and negotiation. Facilitate meetings in support of project objectives and goals as well as manage multiple concurrent projects with shared resources.
This position is full-time (40 hours/week) Monday – Friday. Employees are required to have flexibility to work any of our 8 hour shift schedules during our normal business hours of 8am – 5pm. It may be necessary, given the business need, to work occasional overtime. Our office is located at 328 Front Street South, La Crosse WI 54601.
Primary Responsibilities:
- Monitor and measure process performance and operational consistency to achieve and exceed key performance indicators (KPIs) and other client expectations on the contract
- Develop and maintain relationships with all levels of staff throughout the organization and act as primary liaison between operational departments, specifically regarding issue resolution, processes, training, education and support for the contract. Also provide support to ensure that all parties, both internal and external, move together toward meeting the goals of the program
- Define and develop operational processes to meet requirements of the client and collaborate with departmental managers, supervisors and employees to finalize those processes in each area
- Must be the contract and operational expert when interacting with the client, understanding system needs and operational administrative requirements
- In cooperation with the Program Manager, track contract deliverables to include scope of services, reporting and follow-up items between internal operational departments and clients; facilitate issue resolution between all parties to ensure all commitments and client expectations are met
- Function as a liaison between the Program Manager, IT, technical support staff and operational units to manage development and implementation of system enhancements and updates for clients. Assist with the system setup for new requirements and test newly implemented enhancements, modifications and functionality
- Responsible for coordination and completion of multiple assigned projects, coordinated efforts and change requests for World Trade Center Health Program, Nationwide Provider Network (WTCHP NPN). Facilitate and lead meetings to manage relationships and expectations, report on project status and manage change
- Ensure the escalation and resolution of operational issues and concerns
- Assist with the oversight and management of appropriate changes to the operational process to ensure constant improvement
- Administer department/company policy and procedures to include: handling employee issues, monitoring PTO and overtime, timesheet approval, interviewing, performance evaluations, goal setting, oversight of new hire orientation and routine department tasks.
- Supervise WTC Medical Development staff to ensure that productivity and quality standards are met. Ensures training, development and individual productivity of staff.
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:
- Bachelor’s Degree (or higher)
- 3+ years professional work experience
- Understanding of project/process management principles and operational experience
- Demonstrated knowledge of business and technical operational systems
- Demonstrated success in developing an evaluating program models and selecting and successfully operational innovative solutions
- If you need to enter a work site for any reason, you will be required to screen for symptoms using the ProtectWell mobile app, Interactive Voice Response (i.e., entering your symptoms via phone system) or similar UnitedHealth Group-approved symptom screener. When in a UnitedHealth Group building, employees are required to wear a mask in common areas. In addition, employees must comply with any state and local masking orders
Preferred Qualifications:
- Microsoft Visio (with the ability to navigate in these applications create diagrams and flow charts) and Microsoft Project (create and plan projects with timelines) experience
- Knowledge of project management principles
- Advanced understanding of workflow processes
- National Career Readiness Certificate
- Equivalent combination of education, experience and/or applicable military experience will be considered
UnitedHealth Group is an essential business. The health and safety of our team members is our highest priority, so we are taking a science driven approach to slowly welcome and transition some of our workforce back to the office with many safety protocols in place. We continue to monitor and assess before we confirm the return of each wave, paying specific attention to geography-specific trends. We have taken steps to ensure the safety of our 325,000 team members and their families, providing them with resources and support as they continue to serve the members, patients and customers who depend on us.
You can learn more about all we are doing to fight COVID-19 and support impacted communities at: https://www.unitedhealthgroup.com/newsroom/addressing-covid.html
Careers with LHI. Our focus is simple. We’re innovators in cost – effective health care management. And when you join our team, you’ll be a partner in impacting the lives of our customers, and employees. We’ve joined OptumHealth, part of the UnitedHealth Group family of companies, and our mission is to help the health system work better for everyone. We’re located on the banks of the beautiful Mississippi River in La Crosse, Wis., with a satellite office in Chicago and remote employees throughout the United States. We’re supported by a national network of more than 25,000 medical and dental providers. Simply put, together we work toward a healthier tomorrow for everyone. Our team members are selected for their dedication and mission – driven focus. For you, that means one incredible team and a singular opportunity to do your life’s best work.
Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity/Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.
UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.