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.
Primary Responsibilities:
- Lead and optimize all operational activities for assigned nonclinical staff, ensuring efficient, highquality workflows that support organizational goals and service-level commitments.
- Monitor and achieve strict turnaround time (TAT) requirements-hourly, daily, and weekly-using proactive oversight, performance analytics, and rapid issue remediation.
- Identify, design, and implement operational improvements that strengthen reporting, information flow, productivity, scalability, and overall process excellence.
- Drive employee performance and engagement, utilizing coaching, mentorship, accountability models, and continuous feedback to elevate team capability and ownership.
- Activate ReturntoOffice (RTO) requirements when performance issues persist, ensuring staff adhere to hybrid work policies and providing additional onsite support for remediation, focus, and development.
- Execute hybrid work expectations, ensuring team members maintain accountability, productivity, and compliance with onsite/remote schedules while fostering a culture of collaboration and reliability.
- Measure and manage team performance against business unit goals, ensuring achievement of metrics, operational accuracy, and consistent service delivery.
- Demonstrate and teach critical thinking, empowering staff to use analytical reasoning, problem solving, and sound judgment in daily operations.
- Identify opportunities for staff development, evaluating work quality and providing coaching to align performance with organizational standards.
- Contribute to strategic planning, supporting both short and longterm initiatives focused on operational excellence, workflow innovation, and organizational readiness.
- Ensure consistent service levels through workforce planning, staffing oversight, continuous monitoring of performance indicators, and timely humanresource interventions.
- Participate in quality improvement initiatives, focusing on client satisfaction, error reduction, and enhanced service experience.
- Lead the regulatory audit process, ensuring full compliance with policies, procedures, and accreditation requirements.
- Collaborate closely with Business partner teams to support customer satisfaction, address escalations, and proactively resolve operational challenges.
- Serve as the primary escalation point, resolving complex, sensitive, or timecritical issues effectively and communicating outcomes to stakeholders.
- Partner across the care management organization to improve healthcare quality and efficiency, share best practices, and address provider/network concerns.
- Deliver timely and accurate reporting, highlighting TAT performance, trends, risks, employee engagement indicators, and operational insights for leadership decisionmaking.
- Effectively manage a virtual team environment when not working from office , leveraging digital tools, structured oversight, and intentional communication to maintain engagement, alignment, and performance.
- Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regards to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so
Required Qualifications:
- Course/ Education - Open to any courses
- 2-3 years of total experience in leadership role
- Minimum required relevant experience - Computer literate, Good ISP should be at least 25MBPS
- Shift - (Graveyard) 9pm - 6am MNL, fixed weekends off
- Willing to report onsite (MCK)
