Quality Improvement Lead, Optum Marketing Operations – Hybrid – Eden Prairie, MN

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 diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together.

Quality at UnitedHealth Group means striving for excellence in everything we do in order to help us achieve our Mission. Simply put, it’s in our DNA and why we’re in business — to help people. Our Mission serves as our why; our Values unite us around how we will achieve it. Because when we follow our Mission and live our Values, we deliver Quality. 

The Quality Improvement Lead, marketing operations plays a key role in driving the quality of marketing communications sent to healthcare members & patients delivered through Optum’s Marketing & Customer Operations team. The primary focus is to ensure the quality and security of our communication delivery through process control, process improvement efforts, and standardization across the team.

If you are located in Eden Prairie, MN, you will have the flexibility to work remotely, as well as work in the office as you take on some tough challenges. This role requires 3 days onsite in Eden Prairie, MN each week.

Primary Responsibilities:

Creating, maintaining and improving quality management processes and procedures

Lead issue management processes from start to close

Provide subject matter expertise to ensure appropriate identification and documentation of root cause, corrective and preventive actions

Communicate issues to appropriate leaders, tailoring communication to ensure clear understanding at all levels

Define, build and deliver quality performance metrics by process

Using data analytics and trending, identify areas of opportunity for improvement

Lead and manage continuous improvement efforts aimed at improving cross-functional processes

Maintain and foster collaborative working relationships with team members and cross-functional partners

Establish/apply quality objectives, criteria, standards and levels using appropriate quality management methods, with input from applicable stakeholders (e.g., key performance indicators, scope definition)

Identify/prioritize potential risks/issues in a timely manner and develop/implement contingency and recovery plans when deliverables/milestones are missed

Support the overall business goals of Optum by performing additional duties as assigned or requested

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:

Near expert experience leading quality management activities including issue management, process/document management and continuous improvement

Demonstrated high level of critical thinking and problem-solving skills to address complex process understanding and improvement needs

Proven effective in influencing and interfacing with business decision-makers or clients

Proven success leading without authority in a large matrixed organization of 500 employees

Proven self-starter with excellent communication, organizational, process planning, decision making and implementation skills

Proven ability to manage and prioritize own workflow and meet deadlines while responding to multiple daily business requests

Demonstrates collaboration skills and experience successfully implementing change initiatives within a large organization

Has built or supported processes to dissect data to inform and report on performance metrics, identifying opportunities for improvement

Commitment to a hybrid schedule that includes 3 days in office in Eden Prairie each week

Preferred Qualifications:

Lean six sigma green or black belt certified

Quality management experience in a controlled environment (ie; ISO, FDA, etc)

Experience working with or building a quality management system (ie: ISO 9001)

Experience within healthcare and/or marketing communications

Total Compensation. As part of your total compensation package, which includes base, bonus opportunity, PTO and holiday pay, you will also receive these benefits at these rates, not to mention a remote work opportunity and healthy work/life balance.

All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter Policy

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.

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.