Senior Vice President of Quality Assurance
2 weeks ago
Optum is a worldwide organization dedicated to enhancing healthcare, utilizing technology to assist millions in achieving healthier lives.
The contributions you make within our organization will significantly influence health outcomes by linking individuals with the necessary care, pharmacy benefits, data, and resources to enhance their well-being.
Our culture is rooted in diversity and inclusion, with talented colleagues, comprehensive benefits, and opportunities for career advancement.
As the Senior Vice President of Quality Assurance, you will spearhead the enterprise's capability for transformation and scaling of the quality program and strategy for UnitedHealth Group.
This role is pivotal in delivering transformational enhancements aimed at operational excellence, establishing robust processes, and creating a consistent framework for metrics and measurements, all within a disciplined execution environment.
The strategic quality transformation's foundation is to foster a culture of quality across all enterprise functions, with a customer-centric approach to surpass customer expectations through the effective and efficient delivery of quality products and services.
Key Responsibilities:
- Audit Optimization: Minimize manual audits by utilizing automation technologies to integrate quality within upstream processes.
- Rework Minimization: Decrease operational manual interactions by enhancing first-pass accuracy to lower costs and mitigate member/provider friction.
- Process Efficiency Enhancement: Systematically address operational throughput inefficiencies by implementing process controls, error-proofing, and real-time feedback and training loops to drive efficiency improvements.
- Metric and Analytics Rationalization: Develop predictive and proactive measures and analytics that empower the enterprise to address inefficiencies and opportunities in real-time.
In this role, you will report to the Enterprise Lead, Services & Integration, and will be accountable for:
- Transforming diverse quality approaches into a cohesive Enterprise Quality capability to enhance UHG's focus on customer experience.
- Creating a strategic vision and execution plan to position UHG as a leader in quality.
- Understanding and meeting customer expectations through proactive and analytical management practices.
- Implementing a data-driven quality management system to facilitate continuous improvement.
- Identifying root causes of preventable costs and errors to prevent future incidents through process re-engineering and technology.
- Enhancing visibility into the member or provider's end-to-end experience.
- Reducing waste through effective management of the quality workforce and standardization of processes and metrics.
- Achieving short-term and long-term cost controls by eliminating non-value-added quality processes.
- Establishing necessary data, metrics/MBOs, and supporting technologies to enable continuous improvement.
- Driving integration strategies with relevant teams and individuals.
- Building relationships across the organization, providing valuable feedback on quality issues and strategic priorities.
Your performance will be recognized and rewarded in an environment that challenges you while providing clear guidance on achieving success in your role and supporting your development for future opportunities.
Required Qualifications:
- 15+ years of experience leading quality and transformation initiatives in a global, matrixed organization.
- 10+ years of proven leadership and mentorship experience.
- Demonstrated strategic thinking and an enterprise-wide perspective.
- Progressive leadership experience in managing quality and compliance within healthcare.
- Experience across all phases of product and service development lifecycle.
- Able to lead cross-functionally and foster a culture of quality.
- Proven experience in managing Quality Management Systems and Operational Excellence activities.
- Ability to engage effectively with executives, employees, customers, and external partners.
- Knowledge of regulatory compliance and ability to collaborate for improved results.
- Capability to build and lead geographically distributed teams.
- Inspiring leadership that motivates a high-performing team.
Preferred Qualifications:
- Demonstrated success in product/process quality improvement and customer satisfaction.
- Experience with predictive and preventive quality approaches.
- Understanding of strategic roadmaps linking business capabilities with data governance and analytics.
- Experience integrating customer experience data with operational data.
- Knowledge of AI technologies and their applications in improving outcomes.
- Experience with quality management system certifications.
- Six Sigma and Lean leadership experience.
Optum is committed to creating a diverse and inclusive workplace, ensuring equal employment opportunities for all qualified applicants.
Our mission is to help individuals lead healthier lives and improve the health system for everyone.
We believe in providing equitable care that addresses health disparities and enhances health outcomes.
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