Clinical Services Manager

Optum Home Based Medical Care, part of the UnitedHealth Group family of businesses, is creating something new in health care. We are uniting industry-leading solutions to build an integrated care model that holistically addresses an individual’s physical, mental and social needs – helping patients access and navigate care anytime and anywhere.

As a team member of our HBMC product, we help bring home-based medical care to complex, chronic patients. This life-changing work helps give older adults more days at home.

We’re connecting care to create a seamless health journey for patients across care settings. Join us to start Caring. Connecting. Growing together.

Reporting to the Director of Clinical Operations (DCO), the Clinical Services Manager (CSM) is responsible for the performance of a team of Advanced Practice Clinicians (APC). The CSM collaborates with the Medical Director (MD) to deliver overall value. This core clinical team collaborates with other interdisciplinary care teams and community providers to provide at home medical care to our patients with the aim of improving overall care and reducing health care expenditures. Optum at Home medical providers achieve these goals through longitudinal in-person, at-home visits to enhance chronic disease management and provide additional urgent care and palliative care visits. This role will focus on patients attributed to the Home-Based Medical Care business line but may also support patients under the Full Population Management (FPM) business line, which together comprise the Optum at Home pillar.

Primary Responsibilities:

• Direct people management and clinical management of APCs in their zones, including regular chart reviews and direct observation through shared visits
• Responsible for recruiting and retaining high quality clinical staff, managing orientation/ongoing training, as well as assisting in problem resolution/guidance to team members as their day-to-day support
• Hold individual staff and overall team accountable to performance metrics and standards, manage performance concerns and remediation plans (with support from HR, DCO, and market leadership) and promote individual staff development by providing feedback, learning and growth opportunities
• Responsible for oversight of clinical decision making of APCs, identifying concerns, and escalating to DCO and Medical Director (as necessary)
• Collaborate with medical director/DCO to support APCs to deliver maximal clinical value to the individual and population health levels
• Appropriately communicate issues and needs identified by clinical team to market and corporate leadership as appropriate
• Participate in investigation and resolution of quality of care and quality of service issues, including service recovery as needed
• With HSM, oversee effectiveness of daily huddle and provide feedback to ICTs
• Collaborate with HSMs as needed support optimal transitions of care
• Collaborate with market urgent care team and call center team to ensure timely service for patient care needs
• Participate in the market on-call schedule
• Collaborate with market leadership team on site-specific strategic planning and execute on plans and strategies to achieve clinical and operational goals and KPIs
• Contribute ideas and insight to market leadership team to identify areas of success and areas for improvement and provide clinical and clinical operations suggestions on business development (as needed). Encouraged to actively participate in local/regional professional associations.
• Contribute to the development of solutions to problems or barriers by partnering with key internal stakeholders
• Participate (as needed) in committees of the clinical governance structure
• Collaborate on special projects and company-wide initiatives as needed
• Ability to travel up to 40%
• Reporting Structure: Reports directly to the Director of Clinical Operations

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:

• Certified nurse practitioner through ANCC/AANP/ACNP/AG AC NP for adult, family and/or geriatrics (GNP preferred), or Masters prepared Physician Assistant in compliance with state licensure requirements. Current unrestricted license in state(s) in which practicing
• Experience and demonstration of clinical excellence in direct patient care of patients with multiple chronic conditions
• Experience in working in a team, including a direct patient care team, as well as a leadership team
• Demonstrated proficiency in value-based care principles, including documentation thoroughness and documentation accuracy of chronic conditions
• Demonstrated ability to foster a culture of clinical excellence and build collaborative relationships
• Demonstrated respectful and outstanding leadership skills that motivates staff to exceed expectations. Demonstrated abilities to build strong and effective teams, facilitate staff working together collaboratively, and grow and retain top talent
• Proven track record of leading interdisciplinary care team members and support staff to assure care delivery is patient centered, timely, effective and evidence-based
• Proven track record of performance excellence meeting targets and objectives; the ability to manage multiple, complex priorities within demanding timeframes
• Access to reliable transportation and a valid driver's license; if you are driving a vehicle, you must comply with all the terms of the Optum Motor Vehicle Safety policy

Preferred Qualifications:

• Palliative Certification
• 2+ years of related leadership experience with focus on managing and developing a clinical team, preferably in geriatric care or home-based setting
• Experience in adult teaching environment

The salary range for this role is $106,800 to $194,200 annually based on full-time employment. Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. UnitedHealth Group complies with all minimum wage laws as applicable. In addition to your salary, UnitedHealth Group offers benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with UnitedHealth Group, you’ll find a far-reaching choice of benefits and incentives.

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.