Careers at Landmark, part of the Optum and UnitedHealth Group family of businesses. At Landmark, we work to deliver high quality, comprehensive care to chronically ill patients wherever they reside and whenever they need it. We focus on doing what’s right for the people we serve, even when it’s not easy. This is your opportunity to be part of a compassionate team that is setting out to change health care for complex, chronic patients. We’re looking for driven people like you because changing the status quo takes dedication. Here, we’ll invest in your personal and professional growth while giving you a unique opportunity to make a difference. Helping people feel their best is a rewarding part of doing your life’s best work.(sm)

As part of market leadership, the Health Services Manager is responsible for overseeing an interdisciplinary staff to ensure patient satisfaction and clinical and market outcomes and for a group of patients. The position reports to the Health Services Director and provides oversight on the day-to-day market operations, including but not limited to managing staff, supporting patient engagement and retention, managing quality metrics, implementing strategic plans, managing change, internal and external referral oversight, and managing vendor and community provider relationships. This role specifically oversees the success of the Nurse Care Managers (NCM) and Health Care Ambassadors through oversight, education, guidance, and support. Working with the Health Services Director, the role includes health plan collaboration, interdisciplinary team meetings, staff education, collaborating with community-based healthcare providers, HEDIS quality measure management, and overseeing successful care coordination to avoid unnecessary ER/admissions and to manage post discharge episodes of care. This role is a data, systems, operations, and electronic medical record super user and is involved with training and oversight of new hires and existing staff. This position closely collaborates with the Associate Medical Director, Market Medical Director, Executive Director, and other market leadership roles

If you are located in Arizona, you will have the flexibility to work remotely* as you take on some tough challenges. 

Primary Responsibilities:

• Support and execute on corporate and market initiatives
• Accountable for Team/Pod clinical and quality outcomes
• Collaborate with Team/Pod/market leaders and all market disciplines (e.g., providers, behavioral health, social workers, pharmacist, dietician) to improve care delivery and conduct interdisciplinary team meetings
• Manage and oversee NCMs and Ambassadors including conducting regular 1:1s, proactively providing performance feedback and quarterly performance reviews, overseeing onboarding and on-going education, and using data and reports. Support staff in career path discussions and development
• Ensure interdisciplinary team is following standardized clinical and operational processes and using reports and data to manage caseload and achieve high quality outcomes
• Participate in interviewing, hiring, and training of interdisciplinary team
• Lead and manage team during change and implementation of new processes, programs, or pilots
• Deliver clinical and operational education to interdisciplinary team through individual and group settings
• Provide day-to-day quality oversight and operational market support including but not limited to supporting patient engagement and retention, manage HEDIS quality metrics, managing patient complaints and grievances, developing, and maintaining relationships with community vendors and healthcare providers, and ensuring market meets expected outcomes and goals
• Collaborate with Sr. Operations Manager to ensure that clinical, staff, and market performance reports track and trend to expected metrics and support clinical management of teams and outcomes
• Utilize available reports to analyze data and inform decisions through insight and analysis
• Support vendor and facility management and coordinate with external facilities (e.g. SNF, ALF) in collaboration with Local Outreach Team to ensure clinical integration for individual patients
• Provide clinical and operational support to Market Leadership: Health Services Director, Market Medical Director, and Executive Director
• Develop and implement market process improvement initiatives
• Advocate for team needs, share ideas and solutions that support the success of the team
• Ensure quality of care of interdisciplinary team by conducting audits of patient records and phone calls and develop a plan of improvement where necessary
• Lead on educating and training market staff on Landmark initiatives, process improvements, and/or clinical operations projects, as necessary
• Act as a super-user and trainer for systems, pilot programs, and other market/corporate initiatives
• Cover NCM assignments as warranted; this may include covering team duties, managing patient calls and developing care plans for care coordination purposes
• Other duties as assigned by Health Services Director

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:

• Current RN License in the State(s) where you will practice; RN License must be current, active, unrestricted and unencumbered
• 5+ years of clinical practice in a hospital, home care, hospice, clinic, or nursing home setting  
• 2+ years of increasing supervisory or management experience in a health care setting
• 1+ years of experience in Quality Management
• Quality and Change Management
• Electronic Medical Record documentation experience
• Computer skills: EHR, internet navigation, Microsoft Office, Outlook, Word and Excel
• Experience working with a geriatric population and in a risk-based environment
• Adaptable, flexible, and able to maintain a positive attitude during change in process, practice or policy
• Access to reliable transportation required; if you are driving a vehicle, you must comply with all the terms of the Landmark Motor Vehicle Safety policy
• Full COVID-19 vaccination is an essential job function of this role. Candidates located in states that mandate COVID-19 booster doses must also comply with those state requirements. UnitedHealth Group will adhere to all federal, state and local regulations as well as all client requirements and will obtain necessary proof of vaccination, and boosters when applicable, prior to employment to ensure compliance. Candidates must be able to perform all essential job functions with or without reasonable accommodation

Preferred Qualifications:

• BSN
• Case Management experience and certification
• Utilization and Disease state management experience
• Advanced interpersonal and telephonic communication skills
• Solid organizational skills

 To protect the health and safety of our workforce, patients and communities we serve, UnitedHealth Group and its affiliate companies require all employees to disclose COVID-19 vaccination status prior to beginning employment. In addition, some roles and locations require full COVID-19 vaccination, including boosters, as an essential job function. UnitedHealth Group adheres to all federal, state and local COVID-19 vaccination regulations as well as all client COVID-19 vaccination requirements and will obtain the necessary information from candidates prior to employment to ensure compliance. Candidates must be able to perform all essential job functions with or without reasonable accommodation. Failure to meet the vaccination requirement may result in rescission of an employment offer or termination of employment.

Careers with Optum. Our objective is to make health care simpler and more effective for everyone. With our hands at work across all aspects of health, you can play a role in creating a healthier world, one insight, one connection and one person at a time. We bring together some of the greatest minds and ideas to take health care to its fullest potential, promoting health equity and accessibility. Work with diverse, engaged and high-performing teams to help solve important challenges.

*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.

UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.